Manager, Customer Service Front Line

🕒 June 5

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CyberMaxx

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

🏢 Enterprise

☁️ SaaS

Cybersecurity • Enterprise • SaaS

CyberMaxx is a company providing tech-enabled security solutions designed to help customers assess, monitor, and manage cyber risks. They specialize in Managed Detection and Response (MDR) services, offering 24x7x365 threat detection and zero-latency response. Their services are tailored for industries such as healthcare, financial services, and government sectors. CyberMaxx aims to strengthen security postures by integrating both offensive and defensive strategies, leveraging a robust ecosystem of technology partners. They are committed to continuously managing cybersecurity threats through proactive threat hunting and providing comprehensive security solutions, including network security, endpoint detection and response, vulnerability risk management, and incident response. CyberMaxx positions itself as an extension of an organization's team, handling baseline security needs, thereby allowing clients to focus on strategic goals. Additionally, they are involved in charitable causes like Defenders For Children, contributing to the defense against cyber threats.

📋 Description

• Manage and develop a team of SOC analysts and leads. • Provide coaching, performance feedback, and development opportunities to grow talent and maintain strong team morale. • Drive daily execution of SOC services, ensuring all detection, response, and escalation activities align with SLAs and client expectations. • Monitor KPIs and service metrics to assess effectiveness, identify areas for improvement, and support data-driven decisions. • Contribute to staffing strategies, platform enhancements, and process optimization to support scalability and innovation. • Act as an escalation point and trusted advisor for client inquiries and incidents. • Participate in onboarding and ongoing service reviews. • Partner with Engineering and Sales teams to define service enhancements and support pre-sales engagements. • Lead the development and enforcement of SOC standards, playbooks, and documentation to ensure consistent, high-quality service delivery. • Assist in forecasting and managing operating budgets, staffing needs, and capital expenditures related to SOC operations. • Participate in business continuity, disaster recovery, and incident response planning activities.

🎯 Requirements

• 5+ years of experience leading a security operations or managed services team, preferably in the cybersecurity or professional services industry. • Proven experience managing teams in a fast-paced, high-stakes environment. • Bachelor’s degree in business, information security, or a related field. • Strong knowledge of security operations, detection and response technologies, and service delivery models. • Excellent leadership, communication, and interpersonal skills. • Ability to interpret and present technical information to both technical and non-technical audiences. • Demonstrated success in managing metrics, KPIs, and continuous service improvement initiatives. • Experience supporting MSSP or MDR services. • Familiarity with cybersecurity compliance frameworks (e.g., NIST, ISO 27001). • Hands-on knowledge of SIEM, EDR, SOAR platforms, and threat intelligence tools.

🏖️ Benefits

• Internet speed of at least 100 Mbps with a reliable backup connection