MDR Manager

Red Helm is redefining what it means to be a technology partner. We deliver industry-leading offensive and defensive cybersecurity alongside full-stack IT services that are integrated by design — protecting, powering, and accelerating our clients’ success.

Our teams operate at the intersection of security and technology, combining deep technical expertise with a holistic, client-centered approach. By aligning security strategy, infrastructure, and operational excellence, we help organizations stay resilient in an increasingly complex threat landscape.

At Red Helm, we are building an environment where innovation, accountability, and collaboration drive meaningful outcomes, both for our clients and for the professionals who support them.

The SOC MDR Manager is responsible for leading and coordinating the day-to-day operations of the Managed Detection and Response (MDR) team while ensuring the successful delivery of security monitoring, incident response, and operational support services. This is a leadership-focused, customer-facing role responsible for managing team operations, driving service improvements, coordinating escalations, and ensuring operational excellence across the SOC environment. The ideal candidate combines strong operational leadership, technical security expertise, and customer communication skills with the ability to guide teams through complex security events and evolving service demands.

Role Focus

• Primary Objective: Lead and optimize MDR operations while ensuring high-quality security monitoring, incident response coordination, and customer service delivery
• Approach :
  Operationally focused, customer-oriented, collaborative, and process-driven leadership
• Core
  
  Skills:
  
  SOC operations management, incident coordination, team leadership, security operations oversight, and process improvement
• Solution Profile: Managed Detection and Response (MDR), SIEM, endpoint security, incident response, security operations, and operational process management
• Success Metrics: Team performance, incident response effectiveness, service delivery quality, operational efficiency, customer satisfaction, and MDR capability improvements
• Challenges :
  Managing shift coverage, coordinating high-severity incidents, balancing operational priorities, improving processes at scale, and supporting a fast-paced security operations environment

• Create and manage SOC/MDR shift schedules to ensure proper operational coverage and continuity
• Coordinate shift changes, call-offs, schedule adjustments, and on-call rotations to maintain operational readiness
• Serve as the primary operational point of contact for the MDR team and related security operations activities
• Report and review MDR operational metrics, service performance, and team effectiveness
• Lead managerial responsibilities including staffing, performance management, coaching, mentoring, training, and career path development for MDR team members
• Identify opportunities for MDR capability enhancements, operational improvements, and service optimization initiatives
• Collaborate cross-functionally with engineering, operations, leadership, and other internal departments to improve service delivery and operational outcomes
• Coordinate escalations and engage additional technical resources as necessary during projects, incidents, or operational challenges
• Continuously improve SOC/MDR operational policies, procedures, standards, workflows, and escalation processes
• Drive improvements to ticketing processes, reporting structures, operational documentation, and service metrics
• Conduct weekly reviews of alerts, reports, incidents, and operational trends to ensure service quality and continuous improvement
• Perform operational spot checks of security solutions and monitoring platforms to ensure systems remain functional and effective
• Ensure MDR operations comply with all Red Helm Information Security Policies, privacy standards, and operational controls
• Ensure customer and company data are handled securely and remain protected, available, and confidential where applicable
• Maintain accurate operational documentation, reporting records, and team procedures within…