Vice President, Technical Support

COMPANY OVERVIEW

ThreatLocker® is a leader in endpoint protection technologies, providing enterprise-level cybersecurity tools to improve the security of servers and endpoints. The ThreatLocker® platform with Application Allowlisting, Ringfencing™, Storage Control, Elevation Control, Endpoint Network Control, Configuration Management, and Operational Alert solutions are leading the cybersecurity market toward a more secure approach of blocking the exploits of application vulnerabilities.

POSITION OVERVIEW

Vice President, Technical Support. ThreatLocker, Inc., Orlando, FL; FT (40 hours per week) (Must be available nights & weekends).

Duties include: leading the Technical Support Team, providing oversight and management to ensure the delivery of strategic and technical support to ThreatLocker’s business clientele, which includes: leading, mentoring, and developing a high-performing technical support team that is capable of scaling ThreatLocker’s customer service; developing and maintaining ThreatLocker’s “sub-60 second response time” and ensuring that client and customer issues are addressed by the Technical Support Team promptly, accurately, and effectively; setting clear performance goals and metrics for the team; ensuring all customer and internal tickets are dealt with and treated with a sense of urgency by the Technical Support Team; and developing and implementing performance metrics addressing the Team’s Response / Resolution Time, Quality of Support provided, and measuring Customer Satisfaction in order to effectuate Process Improvement within the Team and among Interdepartmental Collaboration; training and developing the Technical Support Team, which includes providing technical expertise in cyber security and knowledge of ThreatLocker’s products that will be utilized and implemented by the Technical Support Team to support customers and ensure success, identify skill gaps and provide targeted training to address them; and stay informed about industry trends and best practices to ensure ThreatLocker remains at the forefront of technical support; and collaborate with other departmental Managers to improve processes and workflows within the Team.

Travel is not required. Position is based in Orlando, Orange County, FL. The role is an in-office position.

REQUIRED QUALIFICATIONS

Must have five (5) years of work experience as a Service Manager in Cybersecurity, during which time worked on projects providing IT support to businesses, which includes: 1) managing teams of technicians, dealing with escalations, providing tier 3 level support, managing IT projects, and maintaining client relationships; and 2) evaluating IT issues and architecting solutions, selecting products (both hardware and software) and in overseeing the subsequent deployment and support of these solutions. During the five (5) year period must have demonstrated proficiency using the following skills: Cyber Security, IT Infrastructure, Service Desk Management, Customer Relationships, Tier 3 Technical Ability, Windows Server, WMWare/Hyper-V, Backup / Disaster Recovery, and Networking.

A background check and drug/substance screening are required after a conditional offer. Employment will proceed only upon receiving clear results from both.

ThreatLocker also conducts randomized drug and substance testing approximately every 60 days, in line with the same screening standards.