Embedded Technical Support Manager - Remote, USA, United States

Company Description

Sibylline is a leading intelligence and strategic risk consultancy in the security sector. Since 2010 we have supported businesses, governments and NGOs through the provision of high-quality risk analysis, due diligence and consultancy services. The firm provides an innovative, entrepreneurial and fast-growing working environment, offering employees ever greater exposure to high profile clients and challenges. Sibylline offers fantastic opportunities for career progression within a successful company, and we aim to help our employees to build their own personal profiles as well-regarded analysts within the broader industry.

​Key attributes of Sibylline employees are:

​Self-motivated, and auto-improving individuals who can couple initiative and boldness with good judgement

• Excellent written and spoken English
• Clarity of thought and analytical flair
• Strong, demonstrable interest in security and intelligence
• The ability to work under pressure, demonstrate leadership when required but also be able to collaborate effectively in teams
• Excellent attention to detail

​Our Benefits include:

• ​Medical/Dental/Vision
• Long Term/Short Term Disability
• Basic Life and AD&D Insurance
• 401(k) up to 5% matching
• Generous PTO

Job Description

Sibylline is looking for an experienced Technical Support Manager to join our team, embedded within our client’s organization. The Technical Support Manager will be responsible for managing a talented team of professionals supporting our GSOC locations. The Technical Support Manager will craft and implement a strategic vision to meet the professional learning and training needs for our rapidly growing and diverse team. The successful candidate will have an extensive background managing the delivery of technical solutions as well as maintain and refine existing technical tools, as well as proven experience and acumen as a people and project manager. The successful candidate must be comfortable managing multiple competing priorities, refining the programmatic vision and elements in response to emerging needs, and assisting subordinates to be resilient when managing or navigating programmatic changes.

Strategic Vision

• Develop, with client input and approval, a multi-phase vision and strategy for the global GSOC program’s information systems program that incorporates enduring support for current systems while establishing priorities to address ongoing pain-points and vulnerabilities as well as opportunities for improvements and innovations
• Refine and update the initial vision and strategy annually, in response to feedback and analysis and in concert with the budgeting cycle.
• Ensure strategies include robust output, outcome, and other performance indicators against which to evaluate the program’s overall performance. Use this information to propose in-flight and long-term updates and improvements to program design and implementation.
• Identify and, at the request of client, source needed resources in support of the multi-phase vision/strategy, including external subject matter experts.

​Personnel Management

• Serve as direct or skip-level manager to the other members of the Information Systems vertical.
• Manage the day-to-day work of subordinates, ensuring they understand their work requirements and have the necessary supervision, support, and leadership to meet or exceed those requirements.
• Provide day-to-day management of personnel on the Information Systems team, including hiring/selection, scheduling, payroll, and performance support.
• Ensure onboarding, training and continuous learning, and performance support-related programs, projects, and tasks, are appropriately carried out.
• Manage performance- or behavior-related staff concerns and issues as required within the hierarchical structure and in accordance with company policies.

​Program Management and Oversight

• Lead the implementation of the approved strategic vision, and oversee or provide direct oversight for programmatic elements at the project-level.
• Establish and adhere to a timeline for a multi-phased programmatic roll-out; ensure discrepancies between targeted and actual deadlines are well-documented and shared with the client.
• Provide senior-level oversight to any outside vendors required to support the program. Escalate concerns related to quality and timeliness of outputs to senior leadership and advise on corrective action.
• Establish and maintain positive, collaborative relationships with counterparts and technology subject matter experts.

Qualifications

Minimum

• ​Bachelor’s degree in Management Information Systems, Computer Science, Business Administration (or a degree in a different field with equivalent practical experience).
• Seven (7) or more years of experience in technical project/program management.
• Proven experience identifying, acquiring, deploying, and maintaining technology and integrating new technology with existing technology stack.
• Proven capabilities managing vendors and requests for proposals, including soliciting and assessing bids, negotiating contracts, and ensuring service delivery.
• Demonstrated effectiveness as a direct manager-of-record across multiple levels of organizational hierarchy, to include mid-level managers. 
• Demonstrated proficiency managing teams focused on front end web design to improve UI/UX of information systems/sites, as well as experience managing site content, permissions, and bug fixes
• Outstanding interpersonal skills; ability to build positive and productive working relationships across cross-functional teams; demonstrated leadership and people management skills.
• Excellent oral and written communications skills, to include briefing senior client representatives and editing final products for business leader and customer consumption.
• Demonstrated ability to plan for and effectively manage change related to technology tools and related processes and policies.
• Proven ability to manage competing priorities and reprioritize according to situation or client expectations.
• Professional judgement to escalate issues to client with a solutions-oriented mindset and presentation.
• Noteworthy emotional intelligence, as demonstrated through leadership and management skills and activities, such as mentoring and/or proactively identifying customer needs before they are articulated or articulable.

​Preferred

• ​Master’s degree in Management Information Systems, Computer Science, Business Administration.
• Professional certification in project management.
• Professional experience providing technology solutions in a security-related environment.

Additional Information

Next Steps

​Successful candidates will be invited to complete a writing assessment (at an arranged time to suit you) to test writing and analytical ability. 

The remuneration for this role is negotiable for the right candidate, dependent on qualifications, aptitude and experience.  The salary range is $120,000 - $140,000/ year.​

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