We are seeking a highly experienced and security-cleared Cybersecurity Operations and Support Manager to lead and manage post-sales operations, ensuring the successful deployment, adoption, and ongoing satisfaction of our government-grade cybersecurity software solutions.

The ideal candidate will have a strong technical background in cybersecurity, proven post-sales customer engagement experience, excellent project management skills, and outstanding leadership and communication abilities.

The manager will serve as the primary point of contact for enterprise and government clients after the sale is complete, ensuring a seamless transition from pre-sales to implementation, and delivering sustained customer success.

Roles & Responsibilities

• Lead, mentor, and develop a high-performing technical support team, promoting continuous learning, operational efficiency, and alignment with industry best practices.
• Oversee resolution of complex technical issues, ensuring timely and effective support, detailed documentation, and a proactive approach to improving customer satisfaction.
• Streamline support operations through process optimization and automation, while ensuring compliance with cybersecurity standards and regulatory requirements.
• Coordinate closely with pre-sales and engineering teams to ensure a smooth handover and ongoing alignment on customer needs and expectations.
• Manage incident response and escalation protocols within the constraints of CAT 1 clearance protocols.
• Track key performance indicators (KPIs) and prepare reports on team performance, customer satisfaction, and issue resolution.
• Stay ahead of industry trends, manage risks, and drive continuous improvements in service reliability and performance.
• Act as a liaison between the customer and internal teams including product, engineering, and executive leadership -ensuring customer feedback is captured and acted upon.
• Provide strategic input to product development teams based on real-world client insights and operational challenges.

Requirements

• Bachelor's degree in Information Security, Computer Science, or related field.
• Industry certifications preferred: CompTIA A+, Azure Administrator, AWS Solutions Architect, CCNA, ITIL, ScrumMaster, or Six Sigma.
• Minimum 5 years of hands-on experience in post-sales technical support, account management, or cybersecurity software operations across software, hardware, networking, and cloud environments.
• 2-3 years of leadership experience managing technical support or operations teams.
• Strong understanding of cybersecurity frameworks, threat detection, incident response, IM8 compliance requirements.
• Strong interpersonal and communication skills with a client-focused mindset; capable of building trust-based relationships and acting as a strategic advisor to clients.
• Proficient in OS (Windows, Linux, macOS), Networking (DNS, DHCP, firewalls, VPNs), Cloud (AWS, Azure, Google Cloud), Helpdesk (Zendesk, Freshdesk, Jira), CRM (Salesforce), and Monitoring Tools (Nagios, SolarWinds, Datadog).
• Familiarity with ITIL or equivalent IT service management frameworks.