Technical Operations Team Lead

US East Coast – Remote
 

The Company 

Netcraft is the global leader in cybercrime detection and disruption. We’re a trusted partner for three of the four largest companies in the world, twelve of the fifty largest banks, and 8 of the largest world governments. We've blocked almost 200 million cyber-attacks to date, and we take down around 33% of the world's phishing attacks.
  

Our purpose and passion are focused on just one thing: protecting the world from cybercrime.
We carry that passion through into our workplace too. Our people are highly talented, and everyone is valued for their individual contribution, so we make sure Netcraft is a great place to work. From great benefits to health and wellness and social events, we’ve got you covered.
 

The Role 

In this role you will play a critical role in advancing the company’s cybersecurity operations and delivering world class outcomes to our customers. You will be responsible for guiding technical specialists, optimizing processes, resolving complex operational issues, and driving continuous improvement to maintain Netcraft’s commitment to operational excellence.   

This role will lead our 2nd Line Support team within Technical Operations.  This team focuses on addressing complex challenges of strategic import across our customer base that require specialist experience or focused attention. 

Day to day, your responsibilities will include: 

• Lead and enhance cybersecurity operations 

• Oversee the 2nd Line Support (2LS) Team within Technical Operations, ensuring smooth day-to-day operations and effective team performance. Responsibilities include a wide range of leadership and coordination duties, some of which overlap with other areas below.
  Key activities include: 

• Allocating and balancing workloads and customer assignments across the team. 

• Ensuring compliance with core operational processes, including accurate documentation and time tracking. 

• Participating in hiring efforts for the team and other relevant roles. 

• Collaborating with other Technical Operations teams to execute cross-team initiatives and shared goals. 

• Provide expert guidance 

• Manage the 2LS team in line with broader Netcraft management guidelines. Offer supervision, mentorship, and operational support to 2LS team members. Promote a collaborative, high-performing team culture that emphasizes continuous improvement and ensures Netcraft’s operational excellence. 

• Manage and route complex issues 

• Serve as the primary escalation point for challenging or high-impact problems. Support the team in resolving complex issues and assessing non-standard support requests from across the organization
  by prioritizing or redirecting them as appropriate. 

• Drive process improvement 

• Identify, design, and implement process enhancements that increase team capability, efficiency, and effectiveness. Ensure that 2LS operations align with key operational outcomes and organizational priorities. 

• Report and provide