Manager, Customer Service Front Line

Description   At CyberMaxx, we believe it is our duty to defend against those committed to wide-scale societal disruption through cyberattacks. We help our customers reduce risk by tightly integrating MDR with offensive security, threat hunting, security research, and digital forensics and incident response (DFIR) to continually adapt to new and evolving threats. Our modern MDR (Managed Detection & Response) approach is tailored to the unique characteristics and risk factors of each customer, enabling us to take full ownership of the response process and, optionally, manage key security controls. By thinking like an adversary and defending like a guardian, we help our customers stay a step ahead of threat actors.   We are seeking a highly motivated Manager, Customer Service Front Line to lead and scale our international first-line support function serving as the primary intake point for the Security Operations Center (SOC) and Operations Engineering teams. This role is responsible for overseeing a 24/7 support operation, ensuring high-quality customer interactions, efficient ticket triage, and timely resolution or escalation of technical issues.  The ideal candidate blends strong people leadership with technical expertise in security operations, support workflows, and customer experience. This individual will drive performance, optimize processes, and ensure seamless support delivery for U.S.-based clients in a fast-paced MSSP/MDR environment.  What You’ll Do  Team Leadership & Operations  Lead, coach, and develop a team of Front-Line Support analysts supporting 24/7 operations  Manage staffing, scheduling, and shift coverage (including weekends and overnight rotations)  Establish performance metrics (SLAs, KPIs) and ensure consistent service delivery  Conduct regular performance reviews, training, and career development planning  Act as an escalation point for high-priority or complex customer and technical issues  Support Operations & Service Delivery  Oversee inbound call handling, ticket triage, and request routing to SOC and Operations Engineering  Ensure accurate documentation of all interactions and resolutions in Jira  Drive continuous improvement in ticket quality, response times, and customer satisfaction  Develop and maintain standard operating procedures (SOPs) for support workflows  Partner with SOC and Engineering leadership to improve escalation paths and resolution efficiency  Technical Oversight  Provide guidance on first-level support across:   Microsoft 365 (M365): password resets, permissions validation, tenant transitions  Endpoint Detection & Response (EDR): basic troubleshooting, sensor management, and exclusions  Access Management: provisioning for CyberMaxx managed platforms such as (NextCloud, SentinelOne, Thinkst)  Elastic & Integrations: SIEM sensor, log source and agent availability monitoring    Support incident response (IR) coordination and ensure readiness for rapid response scenarios  Ensure proper handling of security-related actions, including IP blocking and threat escalation  Customer Experience  Ensure high-quality communication with U.S.-based clients across phone and ticketing systems  Oversee onboarding support activities such as portal demos and access provisioning  Monitor and improve customer satisfaction (CSAT) and first-contact resolution rates  Handle escalated client concerns with professionalism and urgency  Process Improvement & Reporting  Analyze support metrics and trends to identify opportunities for optimization  Develop reports on team performance, ticket volumes, and incident trends  Implement automation and tooling improvements to increase efficiency  Ensure adherence to security best practices, compliance standards, and audit requirements  What We Are Looking For:  Experience  4+ years of experience in IT support, SOC, or technical support environments  2+ years of experience in a leadership or supervisory role (BPO or MSSP/MDR preferred)  Experience supporting U.S.-based customers in a 24/7 environment  Strong experience with Jira or similar ticketing systems  Technical Expertise  Solid understanding of:   Network security and firewall technologies (Palo Alto, Fortinet, Cisco, Check Point)  Networking fundamentals (TCP/IP, DNS, routing, segmentation)  SIEM tools (Level Blue, Devo, Elastic SIEM, Splunk, Sentinel, QRadar, etc.)  VPNs, IDS/IPS, and traffic analysis  Experience with incident response workflows and real-time threat handling  Familiarity with Microsoft 365 administration and endpoint security tools  Leadership & Soft Skills  Strong people management and coaching skills  Excellent problem-solving and decision-making under pressure  Outstanding written and verbal communication skills  Ability to balance technical depth with customer-facing responsibilities  Continuous improvement mindset with a focus on operational excellence  Preferred Qualifications  Experience in MSSP/MDR environments  Knowledge of compliance frameworks (e.g., SOC 2, ISO 27001, NIST)  Experience managing distributed or remote teams  Exposure to automation and process optimization tools  CyberMaxx will consider all qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran or military status, age, genetic information, or other characteristics protected by federal, state, or local applicable law.