The Technical Support Manager ensures quality, timely delivery of IT services to internal Dragos clients by driving excellence across the spectrum of support functions, including user lifecycle management, product technical support, security administration, onsite technical services, and system administration functions.

The Technical Support Manager reports directly to the Dragos CISO and must be local to Dragos HQ in Hanover, MD. You will lead an international team of technologists, and perform hands-on technical activities as needed to develop and tune processes, drive timely completion of initiatives, and provide necessary continuity for critical support functions.

• Develop and lead the high-performing and motivated Dragos Technical Support Team, chartered to provide global IT services across a geographically diverse user base and highly complex technical environments.
• Own the support desk function by driving timely problem resolution, tracking, and reporting metrics. Implement quality and efficiency improvements by garnering and incorporating user feedback, maintain an evergreen product and service catalog, and ensure a highly qualified support workforce.
• Collaborate with the CISO and peer IT & Security leaders to establish strategic direction, drive tactical action plans, manage projects and initiatives.
• Measure performance, create key performance indicators, track metrics, and deliver reliable technologies.
• Ensure operational excellence, cybersecurity and compliance are baked into all processes and maintained throughout the year, facilitating successful completion of assessments, audits, and system certifications.

• Minimum of 8 years in a professional IT support role, with at least 3 years as a people manager over a team supporting technical services.
• Recent hands-on experience with a variety of technologies in a startup company.
• Experience implementing frameworks (i.e., ITIL), evaluating current states, building new processes, and recommending changes to existing processes to drive service excellence, internal customer satisfaction, and organizational maturity.
• Solid understanding of system and security administration tasks, with the ability to facilitate assessments, audits, and certification efforts.
• Formalize functions, establish support models, author standards and procedures, and align work efforts with IT Infrastructure Engineering and Cybersecurity processes.
• Communicate and work directly with a variety of users across all levels of the organization, including engineers, sales, back office, individual contributors, leaders, and executives throughout the various business units, translating technical details into business terms, and driving the right solutions to meet their needs.

• Base Salary: $140,000
• Base + Benefits + Equity = $230,000
• Comprehensive benefits plan (medical, dental, vision, disability, life insurance, 401K with match)
• Equity at Dragos is quickly growing and the total compensation under-represents the future growth and refresh program. This will be discussed on the first call with the Dragos recruiter.

Dragos is the Industrial Cybersecurity expert on a relentless mission to safeguard civilization. In a world of rising cybersecurity threats, Dragos protects the most critical infrastructure – those that provide us with the tenets of modern civilization – from increasingly capable adversaries who wish to do it harm. Devoted to codifying and sharing our in-depth industry knowledge of ICS/OT systems, Dragos arms industrial defenders around the world with the knowledge and tools to protect their systems as effectively and efficiently as possible. Founded by world-class industrial intelligence experts, Dragos has the industry’s largest team of ICS/OT practitioners who have been on the front lines of the world’s most significant industrial cyber-attacks.
 
Diversity, Equity, and Inclusion are core values at Dragos, and we are passionate about building and sustaining an inclusive and equitable working environment for all. We know that every member of our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and discover, design, and deliver solutions. Not only does a Diversity, Equity, and Inclusion focus enrich our environment and teams, but it is also critical to our success as we defend against adversaries all over the world. The broad range of ideas, experiences, and perspectives is critical to our success.
 
Dragos is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local laws. All new hires must pass a background check as a condition of employment.