Technical Operations Team Lead

November 14

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Netcraft

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Cybersecurity

Netcraft is a leading provider of cybercrime detection and disruption solutions, focusing on protecting organizations and their brands from phishing, scams, fraud, and cyber attacks. Utilizing advanced automation, artificial intelligence, and human expertise, Netcraft offers 24/7 online brand protection through threat intelligence, disruption, and takedown services. With a robust digital risk protection platform, Netcraft ensures rapid response and effective mitigation of cyber threats, supporting a diverse range of industries with cutting-edge technology and extensive experience.

51 - 200 employees

Founded 1997

🔒 Cybersecurity

💰 $100M Private Equity Round on 2023-07

📋 Description

• Lead and enhance cybersecurity operations • Oversee the 2nd Line Support (2LS) Team within Technical Operations, ensuring smooth day-to-day operations and effective team performance • Allocating and balancing workloads and customer assignments across the team • Ensuring compliance with core operational processes, including accurate documentation and time tracking • Participating in hiring efforts for the team and other relevant roles • Collaborating with other Technical Operations teams to execute cross-team initiatives and shared goals • Manage the 2LS team in line with broader Netcraft management guidelines • Offer supervision, mentorship, and operational support to 2LS team members • Serve as the primary escalation point for challenging or high-impact problems • Support the team in resolving complex issues and assessing non-standard support requests • Identify, design, and implement process enhancements that increase team capability, efficiency, and effectiveness • Highlight team performance by delivering meaningful metrics, contextual analysis, and data-driven insights to Technical Operations Leadership

🎯 Requirements

• Proven experience leading or managing technical support or operations teams, ideally in a cybersecurity, IT operations, or service delivery environment • Strong familiarity with digital scams and social engineering, including phishing, vishing, online impersonations, malvertising, advance fee fraud, and DNS abuse • A passion for mentorship and development • Attention to detail, adaptability, and strong intellectual and commercial curiosity • Excellent problem-solving and analytical skills with the ability to handle complex escalations • Demonstrated success in building and scaling high-performing teams, including experience implementing process improvements and structure to help the team grow • Exceptional communication skills, with the ability to translate technical issues into clear, actionable information for stakeholders • Strong collaboration and interpersonal skills to work effectively across departments

🏖️ Benefits

• Generous private health cover, including multiple plan options across health, dental, optical, plus life insurance • 401(k) Safe Harbor Plan, with employer-matched contributions up to 4% • 33 days holiday per annum (incl. public holidays), rising to 37 days with length of service, plus separate paid time off for sickness, compassionate leave, etc. • Separate paid Sick Leave and Compassionate Leave • Employee Referral Bonus Scheme • Learning and development support, such as open access to Udemy and Coursera courses, and two paid personal development per year • Two days paid Volunteering Leave per year • Inclusive culture and environment, where you’ll feel genuinely valued and respected