Security Operations Center; SOC & Support Manager

The Team

Uber Ether is a leader in the Identity and Access Management (IAM) and #Zero Trust space. Our platform and expert services team enable government and commercial customers to have ultimate control over access to critical information. We are employee first, with outstanding benefits and a track record of upskilling and fostering growth. We're looking for employees who get excited about pioneering novel solutions to new, complex challenges.

Uber Ether is seeking a Security Operations Center (SOC) & Support Manager to lead our customer and employee‑facing support and security center — the centralized hub responsible for receiving, triaging, and resolving all inbound tickets and service requests. The right candidate brings a background in help desk operations, service center management, or IT service management and has a proven track record of building high‑performing, customer‑centric support teams.

• Build, coach, and develop a team of operations center analysts, setting clear performance expectations and fostering a culture of responsiveness, accountability, and continuous improvement.
• Develop and ensure compliance with Standard Operating Procedures (SOPs).
• Prepare detailed reports from security tools and conduct root cause analysis as needed.
• Oversee the full lifecycle of the ticket queue — from initial intake and triage through escalation, routing, resolution, and closure — ensuring SLA compliance and quality standards are consistently met.
• Identify gaps in tooling, process, or staffing and bring forward recommendations to improve operations center efficiency and service quality.
• Plan and track monthly patching procedures and work cross functionally with the Customer Success team to coordinate maintenance windows with customers.

• 5+ years of experience in a help desk, IT service desk, operations center, or managed service delivery environment
• Ability to obtain a secret security clearance.
• Demonstrated experience designing and managing ticket triage systems and workflows
• Familiarity with ITSM platforms (Service Now, Jira Service Management, Zendesk, or similar)
• Strong working knowledge of SLA management and performance metric frameworks
• Excellent written and verbal communication skills; comfortable engaging customers, end users, and senior leadership
• Proven ability to manage competing priorities and lead through ambiguity in a fast‑paced environment
• Experience building or improving a knowledge base, runbook library, or internal SOPs for an operations center

• Familiarity with government compliance frameworks such as FedRAMP and DISA.
• Background managing a blended queue that serves both external customers and internal employees
• Familiarity with Dev Ops and technical platforms

This role is offered as a hybrid position based out of our Sterling, VA office.

The base salary range for this position is between $135,000-$150,000 based on experience.

• 100% employer covered health care premiums
• 6% 401k match
• Education and professional development budget
• 25 PTO days per year, which increases with tenure
• Annual technology budget

• Grow With Purpose
• Confident, Not Cocky
• The IT Factor
• Team Player
• Whole Authentic Self

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.