Security Support Manager
Core
Lead a team of security support analysts managing end-user support for enterprise security tools, ensuring ticket queue health and service delivery quality.
Role type
Senior IC security support manager (team lead)
Builds
Production support operations for security tools and incident response
Domain
IT Security / Enterprise Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
People management, ticket queue management, SLA monitoring, process improvement, PowerShell, Python, shell scripting, enterprise security tools (SIEM, Zscaler), cloud/on-prem infrastructure (Azure, AD, Intune), ITSM (ServiceNow, Jira), compliance standards (ISO 27001, NIST, SOC2)
Preferred skills
Experience defining operational processes, hands-on guidance during complex issues
Technologies
SIEM, Zscaler, PowerShell, Python, shell scripting, Microsoft Azure, Active Directory, Microsoft Entra ID, Intune, ServiceNow, Jira
Responsibilities
Hire, onboard, develop, and retain a team of security support analysts; oversee security tools support ticket queue end-to-end; ensure tickets are triaged, assigned, prioritized, and resolved within SLA targets; monitor queue health metrics and take corrective action; establish operating standards, escalation paths, and quality controls; produce reporting on ticket trends and team performance; provide hands-on guidance during complex issues; partner with stakeholders to align support delivery with organization needs; be available for critical security incident response.
Seniority
Senior, hands-on IC with team leadership