Senior Manager, Cyber Security Response

#GetThereFirst

Digital Hands is an innovative Managed Security Service Provider (MSSP) with a mission to protect customer data and make technology available, productive and secure with the strongest talent in the cyber industry. Members of the Digital Hands Team work with leading technologies and protect a dynamic set of enterprise-class customers including best-known brands in the hospitality, financial, manufacturing and communications industries. Digital Hands employees enjoy competitive compensation and benefits, training opportunities, personal skills development, and opportunities for professional advancement across the organization. 

Digital Hands is comprised of innovators leading from the front, fueled by a desire to achieve, test new boundaries, and a determination to do whatever it takes to get there first every time. Ideal candidates believe in the mission and vision of the company and have a genuine love for what they do. At Digital Hands, we take ownership, obsess over our promises, anticipate our customers' needs. and get ahead of every threat so that our customers can focus on their business with the peace of mind that only comes from knowing their cyberworld is secure.

Join Us in the Fight Against Cyber Threats!

At Digital Hands, we’re on a mission to enhance cybersecurity, empowering organizations to defend against complex cyber threats. We’re seeking a Senior Manager of Cyber Security Response to lead our elite team of Security Analysts and redefine our proactive detection and response strategies.

 

 About You

• You Lead with Purpose: People management is your primary strength. You inspire teams with a clear vision, ensuring analysts feel supported, motivated, and accountable.
• You’re Customer-Centric: You excel in customer communication and serve as a trusted escalation point when critical issues arise.
• You’re Outcome Driven: You prioritize efficiency and effectiveness in detection and response, building a robust operational framework informed by data.
• You’re Metrics-Oriented: You understand that great SOC operations run on great reporting. You are disciplined in reviewing and communicating weekly and monthly SOC KPIs and metrics.
• You’re a Team Builder: You cultivate talent through mentorship and training, leveraging technology to enhance our cybersecurity detection and response capabilities.
• You Hire A-Players: You hire, train, and retain top talent who share your passion for excellence and innovation in security services.
• You’re Data-Informed: You work closely with our Business Intelligence (BI) team to develop SOC dashboards, reports, and meaningful insights that guide decision-making.
• You Have a Proven Track Record: With SOC leadership experience, you excel at developing people, managing operations, and fostering a culture of high performance and continuous improvement.

 

Things You’ll Do

 

Lead & Develop People (Primary Responsibility):

Lead a High-Impact Team: Hire, manage and inspire Security Analysts through clear expectations, coaching, career development, and regular performance evaluations.

Drive Engagement: Build a positive team culture focused on accountability, continuous learning, and operational excellence.

 Operational & Metrics Ownership

Own SOC Metrics: Produce and present weekly and monthly SOC KPIs, including MTTR, MTTD, SLA adherence, analyst productivity, case quality, and automation impact.

Partner with BI: Work closely with the Business Intelligence team to refine and expand SOC metrics, dashboards, and reporting capabilities.

Drive Operational Excellence: Oversee daily SOC operations to maximize 24/7 resource utilization while maintaining high performance and service quality.

 

Customer-Facing Responsibilities:

Point of Escalation: Act as the primary escalation contact for customer issues related to SOC operations.

Exceptional Communication: Provide clear, timely, and confident communication to customers during escalations, incidents, and reviews.

Partner with Customer Success: Collaborate with the CS team to review customer health, service performance, renewal risk, and opportunities for improvement.

 

Innovation & Standardization:

Foster a Cult