Manager, Customer Service Front Line

Manager, Customer Service Front Line

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.

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.