Manager, IT Systems Support
Sandbox VRSalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
N/AExperience Level
N/AJob Type
Not SpecifiedVisa
N/AIndustries
Requirements
- 5 or more years in IT support
- Experience leading and/or mentoring others
- Strong understanding of helpdesk fundamentals
- Experience supporting Windows, macOS, and SaaS environments
- Strong written and verbal communication skills
Responsibilities
- Support and guide Helpdesk Administrators
- Provide coaching, feedback, and training to Helpdesk Administrators
- Oversee onboarding for new team members
- Manage daily ticket queues and workload distribution
- Track and support progress toward response and resolution targets
- Review ticket quality and establish escalation paths
- Step into the ticket queue during high-volume periods
- Identify recurring issues and raise them to the IT Operations Manager or IT Operations Specialists
- Promote clear, friendly, and service-focused communication
- Reinforce consistent troubleshooting methods and escalation guidelines
- Support updates to helpdesk documentation and end-user guides
- Draft and send company-wide communications about outages, incidents, updates, and scheduled maintenance
- Collaborate with IT Operations Manager and IT Operations Specialists to identify workflow improvements
- Test new tools or process changes to confirm they support frontline needs
- Maintain clean and accurate data within the helpdesk platform
- Provide feedback on trends, performance, and areas that need additional training or process updates
Huntress
Managed endpoint detection and response services
About Huntress
Huntress provides managed endpoint detection and response (EDR) services to protect businesses from cyber threats, particularly ransomware. Their service includes 24/7 monitoring of clients' systems to identify potential cyberattacks. When a threat is detected, their team of security experts verifies the activity and alerts the client only if necessary, reducing the number of false positives that can occur with other services. In addition to threat hunting, Huntress offers security awareness training and resources like eBooks and webinars to educate employees about cybersecurity risks. Their commitment to high customer support and personalized reporting distinguishes them from competitors in the cybersecurity field. The goal of Huntress is to enhance the security posture of businesses by providing effective monitoring and education against cyber threats.
Columbia, MarylandHeadquarters
2015Year Founded
$281.8MTotal Funding
SERIES_DCompany Stage
CybersecurityIndustries
501-1,000Employees
Benefits
100% remote work environment
Generous PTO including vacation, sick time, and paid holidays
12 weeks paid parental leave
Highly competitive and comprehensive medical, dental, and vision benefits plans
401(k) with 5% contribution regardless of employee contribution
Life and Disability insurance plans
Stock options for all full-time employees
One-time $500 stipend to build/upgrade home office
Annual allowance for education and professional development assistance
$75 USD/month digital reimbursement
Access to both Udemy and BetterUp platforms for coaching, personal, and professional growth
Risks
Exploitation of security flaws in data transfer tools could affect Huntress's clients.
Social engineering attacks may bypass AI security measures, posing a risk to Huntress.
Difficulty in finding specialized talent could hinder Huntress's expansion efforts.
Differentiation
Huntress offers a 24/7 Security Operations Center for continuous threat monitoring.
The company integrates with Microsoft 365, enhancing security for businesses using Microsoft tools.
Huntress eliminates false positives by verifying threats before alerting clients.
Upsides
Huntress raised $180 million to expand and accelerate product development.
Recognition in Inc.'s Power Partner Awards boosts Huntress's market credibility.
Increased demand for cybersecurity due to remote work benefits Huntress's growth.
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