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Manager of Embedded Technical Support Solutions

2 months ago

Seattle, Washington, United States Sibylline Ltd Full time
Company Overview

Sibylline Ltd is a premier consultancy specializing in intelligence and strategic risk within the security domain. Since our inception in 2010, we have been dedicated to assisting businesses, governmental bodies, and NGOs by delivering top-tier risk analysis, due diligence, and advisory services. Our organization fosters an innovative, entrepreneurial, and rapidly evolving workplace, providing employees with significant exposure to high-profile clients and complex challenges. We are committed to offering exceptional career advancement opportunities within a thriving company, empowering our team members to cultivate their reputations as respected analysts in the wider industry.

Key characteristics of Sibylline employees include:

Self-driven, continuously improving individuals who blend initiative and decisiveness with sound judgment
  • Exceptional written and verbal communication skills
  • Analytical thinking and clarity of expression
  • Strong, demonstrable interest in security and intelligence
  • The capability to perform under pressure, exhibit leadership when necessary, and collaborate effectively within teams
  • Meticulous attention to detail
Our Benefits Include:
  • Comprehensive Medical/Dental/Vision coverage
  • Long and Short Term Disability plans
  • Basic Life and AD&D Insurance
  • 401(k) plan with up to 5% matching
  • Generous Paid Time Off
Position Overview

Sibylline Ltd is seeking a seasoned Technical Support Manager to integrate into our team, working closely with our client's organization. The Technical Support Manager will oversee a skilled team of professionals supporting our Global Security Operations Center (GSOC) locations. This role entails developing and executing a strategic vision to address the professional development and training requirements of our diverse and expanding team. The ideal candidate will possess a robust background in managing the delivery of technical solutions while also maintaining and enhancing existing technical tools, alongside proven experience in both people and project management. The successful applicant must adeptly handle multiple competing priorities, refine the programmatic vision in response to evolving needs, and assist team members in navigating programmatic changes with resilience.

Strategic Vision
  • Collaborate with client stakeholders to formulate a multi-phase vision and strategy for the global GSOC program's information systems, ensuring ongoing support for current systems while prioritizing the resolution of persistent challenges and vulnerabilities, as well as identifying opportunities for enhancements and innovations.
  • Annually refine and update the initial vision and strategy based on feedback and analysis, aligning with the budgeting cycle.
  • Incorporate robust output, outcome, and performance indicators into strategies to evaluate the overall effectiveness of the program. Utilize this data to propose necessary updates and improvements to program design and execution.
  • Identify and source required resources to support the multi-phase vision/strategy, including external subject matter experts, as requested by the client.
Personnel Management
  • Act as a direct or skip-level manager for members of the Information Systems vertical.
  • Oversee the daily activities of team members, ensuring they comprehend their responsibilities and receive the necessary supervision, support, and leadership to meet or exceed expectations.
  • Manage personnel matters for the Information Systems team, including hiring, scheduling, payroll, and performance support.
  • Ensure the effective execution of onboarding, training, continuous learning, and performance support programs.
  • Address performance or behavioral concerns in accordance with company policies and the organizational hierarchy.
Program Management and Oversight
  • Lead the implementation of the approved strategic vision and provide oversight for programmatic elements at the project level.
  • Establish and adhere to a timeline for a multi-phased program rollout, ensuring that any discrepancies between targeted and actual deadlines are well-documented and communicated to the client.
  • Provide senior-level oversight for any external vendors engaged to support the program, escalating quality and timeliness concerns to senior leadership and advising on corrective actions.
  • Foster and maintain positive, collaborative relationships with counterparts and technology subject matter experts.
Qualifications

Minimum Requirements
  • Bachelor's degree in Management Information Systems, Computer Science, Business Administration, or a related field with equivalent practical experience.
  • A minimum of seven (7) years of experience in technical project/program management.
  • Demonstrated experience in identifying, acquiring, deploying, and maintaining technology, as well as integrating new technology with existing systems.
  • Proven capabilities in managing vendors and requests for proposals, including soliciting and evaluating bids, negotiating contracts, and ensuring service delivery.
  • Experience as a direct manager across multiple organizational levels, including mid-level managers.
  • Proficiency in managing teams focused on front-end web design to enhance UI/UX of information systems, as well as experience in managing site content, permissions, and bug fixes.
  • Outstanding interpersonal skills with the ability to cultivate positive working relationships across cross-functional teams; demonstrated leadership and people management abilities.
  • Excellent oral and written communication skills, including the ability to brief senior client representatives and edit final products for business leaders and customers.
  • Demonstrated ability to plan for and effectively manage change related to technology tools and associated processes and policies.
  • Proven capability to manage competing priorities and adjust priorities based on situational demands or client expectations.
  • Professional judgment to escalate issues to clients with a solutions-oriented approach.
  • Noteworthy emotional intelligence, as evidenced through leadership and management activities, such as mentoring and proactively identifying customer needs.
Preferred Qualifications
  • Master's degree in Management Information Systems, Computer Science, or Business Administration.
  • Professional certification in project management.
  • Experience providing technology solutions in a security-related environment.
Additional Information

Next Steps

Qualified candidates will be invited to participate in a writing assessment to evaluate their writing and analytical skills.

The compensation for this position is negotiable based on qualifications, aptitude, and experience, with a salary range of $120,000 - $140,000 per year.

Sibylline Ltd is dedicated to the recruitment and selection of candidates without regard to sexual orientation, gender, ethnicity, age, political beliefs, culture, or lifestyle. We are committed to fostering a business culture that reflects these values and promotes equal opportunity.