Sr. Director, Onboarding & Managed Services

Who We Are:

Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way.

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that).

Everything we do revolves around our three core principles:

Do what’s best for our customers.

Do what’s best for our employees.

Don’t do things that suck.

That's basically it.

If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst...want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you).

What can we offer you?

• Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good.
• An abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do.
• An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good?
• Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment.
• Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost.
• Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled.

You will play a vital role in our commitment to delivering top-tier cybersecurity services to our clients. Your responsibilities will include supervising a team of security analysts and engineers, with a focus on managing and improving the technical implementation of our Managed Services solutions. Additionally, you will oversee the Customer Onboarding team.

Your role involves providing both strategic and tactical leadership to a multi-disciplinary team of Security Engineers, SIEM Engineers, and Project Managers responsible for helping clients onboard, integrate, and manage security products across multiple services within Critical Start's portfolio. You will be responsible for ensuring a clear strategic overview of the onboarding and service pipeline to ensure smooth transitions. Collaboration with individual team leaders, direct reports, and product management is essential. Regular client communication is a priority to keep them informed and ensure their expectations are not only met but exceeded. You will also manage client escalations. Throughout your duties, you will assess the effectiveness of implementation and onboarding tools and procedures, always seeking to enhance our processes, capabilities, and resolve problems before they start through constant improvement. You will provide mentorship and foster leadership skills within your team. Adaptability, continuous improvement, and maximizing the value of our service for our clients are at the core of this role.

Key Responsibilities:

• Team Leadership: Lead, mentor, and develop a team of front-line managers and security engineers. Cultivate a collaborative and high-performance team culture.
• Security Services Management: Plan, implement, and manage the delivery of our Managed Security Services to clients.
• Continuous Improvement: Stay updated on the evolving security landscape, emerging threats, and trends. Implement improvements and enhancements to our security services.
• Technical Guidance: Provide technical leadership and expertise to your teams and internal peers.
• Technical Development: Collaborate on technical pathways for organizational growth and lead cross-functional training sessions.
• Best Practices: Develop and maintain best practices. Assist clients in implementing these practices for configuring and deploying endpoint agents, security policies, and more.
• Automation: Identify opportunities to use automation for customer and process improvement with external tools, AI (LLMs, SLMs), and internal Product Management teams.
• Documentation: Create and maintain comprehensive security documentation, including playbooks, standard operating procedures, and training materials as needed.
• Continuous Learning: Stay updated on the latest security threats and trends, incorporating this knowledge into our security solutions. Obtain and maintain relevant security certifications.
• Team Collaboration: Work closely with cybersecurity engineers, product managers, and architects to design and implement innovative security solutions, ensuring the highest level of protection for clients.

Required Qualifications:

• Bachelor's degree in Cybersecurity or a related field.
• 2+ years of experience leading technical teams.
• 5+ years of cybersecurity experience, with a focus on SIEM and EDR/EPP/XDR tools.
• Proficiency in SIEM solutions (e.g., Splunk, Microsoft Sentinel, Devo) and EDR/EPP tools (e.g., CrowdStrike, Cortex XDR).
• Strong grasp of cybersecurity principles, threat detection, and incident response.
• Exceptional leadership, communication, and interpersonal skills.
• Strong problem-solving and analytical abilities for effective decision-making.
• Excellent project management and organizational skills.

Desired Qualifications:

• Industry-recognized certifications (e.g., CISSP, CISM, CompTIA Security+, CompTIA CySA+) are a plus.

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously. 

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking. 

Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do? 

What does our Compensation and Benefits package entail? 

• Competitive salary with bonus potential 
• 100% employee coverage for healthcare/50% coverage for dependents 
• Unlimited PTO (Paid Time Off) policy 
• Paid Parental and Military Leave 
• Dental and Vision Plan 
• Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage 
• Additional Voluntary Life Insurance coverage 
• 401(k) Plan with Matching Program 
• 24/7/365 availability of Employee Assistance Program 
• Teladoc Mental Health Benefits 
• Optional Pet Benefits Discount Plan 
• And a new Tesla... just kidding! Kudos for making it to the end. 

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to “Do what’s best for our employees,” and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

Mental and Physical Requirements 

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities. 

Physical:  

• Stationary position for extended periods of time. 
• Constantly operate a computer.  
• Occasionally you may be required to move equipment or other items up to 20 lbs. 
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. 

Mental:  

• Must be able to apply established protocols in a timely manner. 
• Make timely decisions in the context of workflow. 
• Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota. 
• Ability to work effectively and efficiently in high stress situations. 
• Ability to simultaneously address multiple complex problems. 

For positions that can or will be performed, in whole or in part, remotely within the U.S., range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, experience, performance in the role and potential for revenue generation (sales roles only).

Compensation:

The total compensation range (base) being offered for this role is $180,000 - $215,000 depending on experience.

Additional Compensation:

This role is eligible for performance-based variable compensation.

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