Senior Manager-Technical Operations

Responsibilities

• Lead and scale Technical Operations Support teams, ensuring delivery of high quality and timely technical support to customers
• Oversee complex or escalated customer issues, partnering with R&D, Product, Incident Management, and Security teams to drive solutions to closure
• Use operational metrics, trends, and SLO/SLI performance to guide decisions, identify gaps, and present insights to senior leadership
• Drive cross functional collaboration to prioritize and resolve customer-impacting issues while improving long term service stability
• Develop and execute department goals, including strategies to reduce ticket volume, improve response quality, and enhance team efficiency
• Lead resource planning across 24x7 support operations, ensuring global coverage and capacity for critical workstreams
• Build, mentor, and performance manage a high performing technical support organization, developing future leaders and promoting continuous improvement
• Sponsor and lead major projects or workstreams aimed at advancing support capabilities, tooling, and customer experience
• Communicate clearly with customers, executives, and internal stakeholders on incident impact, service health, and operational updates
• Represent Technical Operations in operational reviews, company-wide initiatives, and senior-level meetings, providing data-driven updates and planning input
• Experience & Requirements
• 10 years of progressive experience in networking, IT, service management, or technical support operations
• 5 years of people leadership experience, including managing managers or multi-level teams.
• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field; equivalent experience acceptable
• Extensive experience in technical customer support environments, including incident and problem management practices
• Strong leadership abilities managing multi-level or global teams with a focus on performance management and operational scale
• Proficiency leveraging operational metrics, SLIs, SLOs, and service health indicators to influence decision-making
• Broad knowledge of hardware, software, networking, and security technologies
• Technical understanding of enterprise security standards, architectures, and operating systems
• Ability to navigate and influence cross-functional environments including Product, Engineering, IT, and Security organizations
• Strong facilitation, communication, team-building, and conflict resolution skills
• Experience working with geographically distributed technical teams
• Demonstrates strong ownership mindset and accountability for customer and business outcomes
• Excels in driving solutions for complex, ambiguous, or multi-team technical issues
• Identifies trends proactively, recommends solutions, and leads execution through completion
• Communicates clearly, listens actively, and adjusts messaging for diverse audiences

Requirements

• Experience leading global technical support or operations teams in a high-growth environment
• Background in cybersecurity or supporting enterprise-scale security platforms
• Demonstrated success scaling support processes, tooling, or automation
• Proficiency with modern service management frameworks and enterprise-class support tools
• Fluency in additional languages such as German or French
• On-Camera Policy
• To support a fair, transparent, and engaging interview experience, candidates interviewing remotely are expected to be on camera during all v

Benefits

Additional Information

At Arctic Wolf, you won't just watch the cybersecurity industry evolve - you'll help lead the change. Our global Pack is made up of people who thrive on solving hard problems, moving fast, and building technology that protects organizations around the world. We're proud to be recognized by Forbes, CNBC, Fortune, CRN, Bartner Peer Insights and IDC MarketScape - but what matters most is the work behind it: delivering real outcomes for customers through award winning innovation like our Aurora Platform. If you're looking for meaningful work, smart teammates and the chance to make a real impact in a high-growth company that's redefining security operations, Arctic Wolf is the right place for you! Our mission is simple: End Cyber Risk. We're looking for a Senior Manager, Technical Operations to be part of making this/that happen. Position Overview and Objective The Senior Manager, Technical Operations provides strategic leadership for Technical Operations Support, ensuring a world class customer experience through operational excellence, technical expertise, and cross functional alignment. This role oversees multiple technical support teams, drives escalated customer outcomes, and leads initiatives that increase efficiency, quality, and service availability. The ideal candidate has deep experience in technical customer support environments, problem and incident management, scaling operational processes, and advancing organizational performance across distributed teams.

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