Manager, Support Center

3 weeks ago

Waterloo, Canada eSentire Full time

About eSentire

eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded from the premise that if you can't find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, candor, and resiliency. At eSentire, continuous improvement isn't an option. It's expected.

Join our team and build your cybersecurity career in one of the world's most dynamic industries.

THE OPPORTUNITY

YOUR RESPONSIBILITIES

**The Manager, Support Center will perform the following tasks**:

- Work with stakeholders to develop or refine operational support models for the delivery of new or existing production services.
- Develop processes and procedures to ensure consistent, effective, and timely resolution of work items.
- Oversee client technical support delivery and manage the escalation and resolution of day-to-day client issues.
- Work directly with various third parties to ensure seamless delivery of eSentire services.
- Oversee the development and maintenance of documentation related to processes and procedures.
- Develop KPIs and metrics to track and measure delivery and quality of support services.
- Responsible for the hiring, coaching, training, and ongoing career management of staff.
- Work with product and engineering teams for the resolution of day-to-day issues and to intake and support new products and services.

Other duties and/or projects may be assigned as necessary.

WHAT WE REQUIRE
- 3 to 5 years’ experience leading or managing technical teams.
- Understanding of best practices and industry trends in the delivery of technical support services.
- Ability to identify and define operational requirements for the delivery of support services.
- Commitment to ensuring the delivery of a consistently exceptional customer experience.
- Excellent written and verbal communication skills, working both internally and externally.
- The ability build and foster relationships at an individual level, within the team and across the organization.
- Demonstrated attention to detail combined with a holistic approach to ensure services are delivered in accordance with eSentire standards.
- Ability to work in a fast-paced environment and manage multiple priorities.
- A continuous improvement mindset and collaborative style.

Why a Career with eSentire?

**Our Culture**: At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire’s idea-rich environment welcomes creative and sometimes unconventional perspectives

**Growth Opportunities**: At eSentire you will have the opportunity to grow and make an impact from your work. We encourage innovation in all who become a part of our team. With growing operations internationally, there are many lateral and upward advancement opportunities for rewarding and developing careers with eSentire. We’re strong believers in continuing education and provide the resources that you need to continue learning.

**Employee Perks**: We provide breakfast, snacks and refreshments (at our physical office locations in Waterloo, London, and Cork), flexible working hours and vacation, company-wide equity and bonus programs, subsidies for continuing education and health & wellness, and attractive compensation and benefits plans. We make it our obligation to the team to stay current with compensation trends in the tech field

We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.

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