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Technical Manager, Managed Security Services - Incident Response


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Job ID 23002071
Team Engineering
Posted Date Apr 13, 2024
Travel  
Location Mississauga - Forsythe, ON
Eligible for Remote  
Contract Type Full-Time
Security Clearance  

Forsythe Technology is a CDW company. We share common values as a performance-driven, customer-focused culture. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe.

This role will support our Mississauga, Ontario area Security Operations Centre, and can be based from the Toronto area, or remotely from elsewhere in Canada.

The Technical Manager – Managed Security Services is accountable for ensuring the successful delivery of high-quality services per the Statements of Work (SOW). The Manager is focused on enabling their team through strong leadership and active coaching to develop skills. The role will be measured on customer satisfaction, customer loyalty, reference-ability, employee engagement, and efficiency gains. The Manager – Managed Security Services will have a solid foundation in managed services, Cybersecurity domains and market-leading security technologies so as to be effective in the role.
 
This position develops operational plans to execute previously developed strategies for a sub-function or business segment. The Technical Manager has specific influence and control over discretionary spending in an area of responsibility, but has no direct budgetary responsibility.

What You’ll Do:
Leadership (50%) 

  • Coaches the team on established Trusted Advisor techniques and criteria based upon Great Tickets and Great Meetings
  • Directs team in operational activities to ensure compliance with departmental goals and objectives
  • Defines the team annual goals and objective in alignment with the overall business objectives
  • Leads or participates in product development, product refresh, projects and initiatives
  • Scales the business to support long term growth
  • Provides leadership, coaching, and mentoring of staff responsible for the delivery of Managed Security Services. Leads employee performance to standards of excellence
  • Manages performance, rewards and recognition
  • Identifies and proactively retains critical talent through integrations and transitions; manages low performers
  • Establishes succession plan for key positions
  • Selects and builds a high performing, diverse team that leverages individual capabilities & strengths
  • Fosters a high achievement environment where diversity is valued, and people are treated with respect and dignity
  • Ensures that employees understand the Sirius vision, as well as supports and reinforces targeted behaviors that contribute to Managed Security Services goals
  • Provides focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong
  • Communicates in clear, concise and crisp messages to a variety of audiences that instigate appropriate actions
  • Effectively presents in a variety of formal and informal settings: one-on-one, small and large groups, using a variety of presentation methods to sustain the audiences’ engagement
  • Manages time to focus on priorities

Client Engagement (20%)

  • Sets strategic direction to establish long term goals for area of responsibility
  • Educates their team on client needs and aligns business objectives with coordinated service deliveries
  • When appropriate builds client relationships, promoting a trusted advisor status
  • Creates and monitors key risk indicators, and implements corrective action plans to mitigate risks
  • As appropriate, reviews and approves client reports and presentations, and manages the quality of technical knowledge transfer and analysis to clients on performance status, trends, and metrics
  • Builds long-term, superior client relationships and proactively manages client expectations
  • Effectively manages client escalations, working collaboratively with leadership and Sales to maintain strong communications

Service Improvement (20%)

  • Evolves the Service Delivery model, gaining more efficiency while adding additional value
  • Maintains knowledge of products and coaches/mentors employees on how to service strategic clients
  • Oversees maintenance of the knowledge base and trains the team to update it and develop intellectual property
  • Establishes procedures and recommends changes to policies to MSS Leadership that have a positive impact on the organization(s) and/or services delivery team
  • Establishes a collaborative approach to problem solving, ensuring that solutions generated by the team are tested and proven

Professional Development (10%)

  • Maintains a strong network and promotes the organization at various meetings, forums, panels, publications, and conferences
  • Begins to establish thought leadership in the industry
  • Maintains technical certifications and attends training sessions to refine technical skills

What You Need to Succeed:
Must-Have:

  • Must have very strong technical background 
  • Bachelor’s degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field
  • At least five (5) years IT service delivery experience, to include:
    • Experience managing complex technical escalations
    • At least one (1) year experience in running / supporting a managed services team or Security Operations Centre (SOC)
    • At least one (1) year of leadership or management experience

Other Position Requirements: 

  • Demonstrated ability to work in a collaborative and consultative fashion with clients
  • Demonstrated ability to collaborate across multifunctional areas with other internal stakeholders
  • Demonstrated ability to execute effectively and efficiently against goals and objectives
  • Proven technical knowledge to support the team
  • Demonstrated ability to hire, develop, and lead a team of professionals
  • Demonstrated ability to work independently and show sound business judgment
  • Proven written and verbal communication and presentation skills
  • Demonstrated ability to multi-task in fast-paced environment
  • Demonstrated ability to distribute work and effectively manage the related workload
  • Proven customer service skills, including addressing customer service issues and/or escalations
  • Demonstrated knowledge of product/service and industry standards to identify and evaluate client needs and recommend the best solutions
  • Demonstrated ability to set standards, targets, and measures for products and services based on knowledge of current market trends
  • Proven ability to investigate highly complex and diverse issues where analysis of situations or data requires an evaluation of a variety of factors, including an understanding of current business trends
  • Demonstrated ability to establish positive working relationships and lead clients and team members in a consulting environment
  • Demonstrated ability to take initiative and be proactive in improving processes and business areas of influence
  • Proven ability to maintain a large, influential network of contacts with visible industry presence
  • Demonstrated ability to achieve a high level of Customer Satisfaction on all engagements

Nice-to-have:

  • Two or more certifications in technologies for which Sirius provides Managed Security Services*

*Managed Security Services certifications may include, but are not limited to: ITIL, Check Point: CCSA, CCSE: Cisco; CCNA-Security, CCNP – Security, CCIE – Security; Blue Coat: BCCPA, BCCPE; Palo Alto: ACE, PCNSE; QRadar; SANS GCIA, Exabeam SIEM, SumoLogic, GCIH, Splunk, LogRhythm, or similar technology certifications
 
Essential Functions:
The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work weekends, holidays, and overtime. 
 
Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced startups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
 
What you can expect from us:
Culture, coworkers, careers. CDW is not only the People Who Get IT, but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

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