The team at ThreatLocker® has been developing cybersecurity tools for decades, including programs to enhance email and content security, and this is our most innovative and ambitious cybersecurity solution yet. We developed this unique cybersecurity system because we believe that organizations should have complete control of their networks and should not have to live in fear of the next malware attack.

ThreatLocker®’s powerful suite of security tools are designed so that everyone from businesses to government agencies to academic institutions can directly control exactly what applications run on their networks. We envision a future in which all organizations can chart their own course free from the influence of cybercriminals and the damage their incursions cause, and our team of veteran cybersecurity professionals created ThreatLocker® to make this vision a reality.

Supervisor: Chief Technology Officer
FLSA Status: Exempt
Classification level: Management
Travel: 10%

POSITION OVERVIEW:

The Support Helpdesk Manager will oversee the Support Team strategy, vision and operations
to deliver quality customer service to all stakeholders.

Support Help Desk Manager Job Scope:

The Support Helpdesk Manager will be responsible for, but not limited to:

  • Lead, direct and set strategic vision for teams within the Support Helpdesk Team.
  • Overseeing the day-today Help Desk activities including team schedule, incident and
    request resolution
  • Ensuring all ticket activities are fully documented and accounted for
  • Enhance service delivery through process improvement, staff training, and development
    of SLAs, roadmap and releases.
  • Manage staffing including; recruitment, supervision, scheduling, development, evaluation
    and disciplinary actions
  • Analyze service desk data to drive continuous improvement of team and deliver to
    leadership as appropriate.
  • Manage problem management process using ITIL framework for root cause analysis and
    preventative measures.
  • Collaborate with Internal IT to manage hardware, asset management, tagging and
    deployment of machines.
  • Effectively builds and maintains relationships with internal/external vendors and
    stakeholders
  • Create process and procedures, analyze service requests to identify trends and recommend
    long-term solutions and/or risk reduction plans; drive and implement continuous process
    improvement efforts

Support Help Desk Manager Job Requirements:

  • High School Diploma required, Bachelor degree in Information Technology, preferred
    ThreatLocker, Inc 2301 Lucien Way, Suite 325, Maitland, Fl 32751 Tel: (833) CYBR-SEC
  • Professional work experience within information technology and/or cybersecurity; MSP
    knowledge preferred
  • Minimum of 5+ years of IT Help Desk management including vendor management
  • Minimum of 3 years of management experience
  • Proficient in G-Suite, O365, Active directory
  • Strong Written and verbal communication skills
  • Ability to foster the development of high-performance teams
  • Strong Team and Customer service Skills
  • Knowledge of Reporting structures and Trends
  • Must be strong in leadership and mentoring

ThreatLocker provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
 

Please submit cover letters and resumes to: careers@threatlocker.com