IT Security & Support Manager

Job description

Role Summary: We are seeking a dynamic and experienced IT Security & Support Manager to lead a team of professionals in a high-tier to senior support structure. This role combines hands-on technical expertise with strategic leadership, overseeing both cybersecurity and support operations. The successful candidate will manage complex security and support challenges, drive process improvements, and deliver white-glove service to ensure operational excellence and robust protection against threats. Key Responsibilities: Team Leadership: Manage and mentor a team, fostering a collaborative and high-performing environment while overseeing daily operations. Develop and execute the overall strategy for IT support coverage (with full-time or 24/5 support model) Infrastructure management: Oversee support for all aspects of physical technology infrastructure including in-office and work from home setups and covering computer/desktop support (Windows and Mac OS), network devices, video conferencing and other peripherals Cyber-security Management: Oversee network operations, including infrastructure, systems, and network security. Manage and fine-tune tools such as Intune (an evolving project with ongoing updates and process improvements), MS Defender, MDR, EDR, and conduct penetration testing to ensure robust security protocols. Support Operations: Manage high-tier support tickets, lead escalations, and provide hands-on resolution of complex issues, including compromised accounts and malicious system activity. Threat Investigation: Perform deep-dive investigations into security alerts to identify, analyze, and mitigate potential threats, ensuring system integrity and user safety. White-Glove Support: Deliver exceptional, high-touch support to internal and external stakeholders, maintaining a customer-focused approach to issue resolution. Process Improvement: Drive continuous improvement in security and support processes, particularly with ongoing projects like Intune, to enhance efficiency and effectiveness. Qualifications: Bachelor's degree in Computer Science or related field; 5+ Experience in IT security and support, with a strong background in managing high-tier support tickets and escalations in a senior support structure; Understanding of infrastructure, systems, and network cybersecurity, with hands-on experience in Intune, MS Defender, MDR, EDR, and penetration testing; Demonstrated ability to lead and manage a team, balancing strategic oversight with hands-on technical involvement; Experience delivering white-glove support, ensuring high-quality service and stakeholder satisfaction; Strong analytical skills with experience in deep-dive investigations into compromised accounts and malicious system activity; Excellent verbal and written communication skills to coordinate with team members, stakeholders, and leadership. Compensation is tailored to each individual based on their skills, qualifications, experience, and location. The rates mentioned in this posting represent only the base hourly, monthly, or annual pay and exclude potential bonuses, equity, or sales incentives, where applicable. Beyond base pay, we provide a comprehensive benefits package. ZRG Partners is Mac preferred environment. About ZRG: For 25+ years, ZRG has been helping our clients move forward in their industries and our candidates move forward in their careers. We started as a boutique retained executive search firm with a handful of talent professionals. Today, we are a global talent advisory firm, providing people solutions for our clients' most complex talent issues. Our core offerings include revolutionary, data-based, executive search focusing on senior leadership around the world. Our suite of on-demand talent offerings helps backfill open roles and address project-based work with specialized talent. Our consulting and advisory solutions focus on key issues like culture, strategic alignment, coaching, and sales optimization. Leveraging our global platform of over 500 teammates with a tech-powered solution kit, ZRG is a leading talent advisory firm for leading-edge clients. We are natively global in our reach with practitioners and entire divisions working around the world in the UK, Europe, the Middle East/North Africa, Australia, the Asia Pacific, and North and South America. Our team collaborates across geographic boundaries and industry verticals to bring you multiple solutions.