Security Support Manager

Job Description

The Security Support Manager leads a team of security support analysts responsible for managing the day-to-day operations of the security support team. This role is accountable for team performance, ticket queue health, and the quality of support delivered to internal stakeholders across the organization. The ideal candidate combines strong people management skills with hands-on knowledge of enterprise security technologies, enabling them to guide analysts through standard and complex issues while maintaining a high standard of service delivery.

• Lead and manage a team of Security Support Analysts focused on end-user support for Security tools.
• Own and oversee the security tools support ticket queue end-to-end.
• Manages and be responsible for the successful completion of all tasks in assigned projects.
• Ensure tickets are triaged, assigned, prioritized, and resolved within SLA targets.
• Monitor queue health metrics (volume, aging, backlog, resolution time) and take corrective action as needed.
• Establish clear operating standards, escalation paths, service expectations, documentation practices, and quality controls across the security support team.
• Establish and enforce operational standards for client-facing security support, including documentation quality, ticket hygiene, escalation timelines, client communication expectations, post-incident review requirements, and service delivery consistency.
• Produce reporting on ticket trends, team performance, and recurring issue patterns.
• Contribute to security requirements, standards, procedures, and reference architectures to comply with policies and technical standards.
• Provide hands-on guidance during complex issues while also developing the team’s ability to operate independently and consistently.

• Hire, onboard, develop, and retain a team of security support analysts.
• Partner with service delivery team to provide training and documentation to service desk agents supporting team services.
• Conduct regular 1:1s, performance reviews, and career development conversations.
• Set team goals, define KPIs, and hold analysts accountable to service standards.
• Define roles, responsibilities, career paths, technical expectations, and performance standards for the security support team.
• Foster a collaborative, growth-oriented team culture with a focus on continuous improvement.
• Identify gaps in support workflows and implement process improvements to reduce ticket volume and resolution time.
• Partner with stakeholders across IT, Security, and the business to align support delivery with organization needs.
• Available 24/7 for any critical security incident response that may arise which requires immediate resolution.

• Bachelor’s degree in technology, security, or applicable experience.
• 5+ Years of experience within IT or security support, with at least 3 years in a supervisory role.
• 3+ years of experience defining, refining, and driving efficiency in operational processes.
• Demonstrated experience managing a ticket queue or help desk function within a security or IT environment.
• Hands-on familiarity with common enterprise security tools (e.g., SIEM, Zscaler, email security, etc.).
• Experience with Power Shell, python, and shell scripting.
• Strong understanding of enterprise infrastructure and security dependencies across cloud and on-premises environments, including Microsoft Azure, traditional data center infrastructure, networking, firewalls, DNS, Active Directory, Microsoft Entra , Intune, endpoint management, and related technologies that support secure client operations.
• Understanding of ITSM practices; experience with platforms such as Service Now and Jira.
• Knowledge of industry security standards, guidelines, and regulatory/compliance requirements related to information security such as ISO 27001, NIST 800-53, SOC2, PCI DSS, SOX, NYDFS, etc.
• Excellent written and verbal communication skills, including the ability to communicate technical topics to non-technical stakeholders.
• Willingness to travel up to 10% of working time.

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