Technical Support Manager (Hybrid)

The Support Manager at ISI Security is responsible for leading and developing the technical support team, ensuring efficient troubleshooting, high customer satisfaction, and adherence to cybersecurity best practices. This role oversees Tier 1 and Tier 2 support, managing escalations, optimizing ticketing workflows, and ensuring a seamless customer experience. The Support Manager will collaborate closely with Customer Success, Engineering, and Security teams to drive service excellence, improve operational efficiency, and align support processes with CMMC, NIST 800-171, and cybersecurity compliance standards 

Key Responsibilities: 

• Lead and mentor the Support Team (Tier 1 & Tier 2), ensuring efficient issue resolution and customer satisfaction. 
• Improve ticketing workflows, response times, and support escalations in a high-demand environment. 
• Oversee Microsoft 365, Azure, Active Directory, and endpoint security troubleshooting. 
• Collaborate with Customer Success, Engineering, and Sales to optimize customer experience. 
• Ensure support processes align with CMMC, NIST 800-171, and cybersecurity best practices. 
• Track and analyze key support metrics (CSAT, response time, resolution rate, etc.) to drive process improvements. 
• Recruit, train, and develop service desk staff to maintain a skilled and motivated team. 
• Conduct regular performance reviews, set goals, and provide constructive feedback to team members. 
• Collaborate with vendors and external support teams to ensure a smooth flow of business operations. 

Qualifications: 

• Must be authorized to work in the US without sponsorship
• 5 years managing a Support or Helpdesk team in an MSP, cybersecurity, or IT services environment. 
• Strong technical expertise in Microsoft 365, Azure, networking, and cybersecurity tools. 
• Experience with helpdesk platforms like ConnectWise, HaloPSA, Autotask, ServiceNow, or Zendesk. 
• Excellent leadership, coaching, and communication skills for a customer-facing environment. 
• Familiarity with CMMC, NIST 800-171, and compliance-driven security protocols. 
• ITIL certification (nice to have), Microsoft certifications (AZ-104, MS-900, MD-102) are a plusA= 

• Competitive salary range: $100,000-$130,000
• Comprehensive benefits package, including generous PTO. 
• Flexible hybrid work schedule. 
• Opportunities for professional growth and training. 
• A collaborative and innovative company culture that values teamwork and continuous improvement. 

Salary : $100,000 - $130,000