Managed Detection and Response (MDR) Operations Manager

SecureSky is a leading provider of managed cybersecurity services, specializing in MDR, Continuous Threat Exposure Management (CTEM), and XDR platform management built around the Microsoft security stack. We are seeking an experienced Managed Detection and Response (MDR) Operations Manager to lead our MDR Operations team. This role combines hands-on leadership of our client-facing Cybersecurity Specialists with direct ownership of client relationships, serving as a primary point of contact for day-to-day engagement, escalations, and service reviews. This full-time, permanent position is based at our Omaha, Nebraska office.

Responsibilities:

The successful candidate will lead our MDR Operations team, directly supervising our Cybersecurity Specialists who perform threat monitoring, triage, detection, and response for SecureSky's clients, while also owning and supporting client relationships. This role collaborates closely with peers managing our Consulting and Client Engagement Teams. Key responsibilities include:

1. Team Supervision and Performance Management: Manage day-to-day performance, scheduling, and coverage (including day, evening, and weekend shifts), and longer-term career development and skills enhancement, for a team of Cybersecurity Specialists.
2. Client Relationship Ownership: Serve as a primary or support point of contact for a portfolio of clients, providing recurring client service reviews and building trusted, long-term relationships.
3. Escalation Leadership: Own client communications during high-severity incidents and escalations, ensuring timely, clear updates and coordinating the team's response through resolution.
4. MDR Process Management: Refine and enhance service methodologies, escalation workflows, and operations processes to improve consistency and quality of MDR service delivery.
5. Staff Training: Optimize onboarding and ongoing internal and external training programs covering technical and client communication skills to ensure staff development and consistency.
6. Content and Threat Intelligence: Prepare threat/risk landscape analysis and technology feature content and guide the team's proactive threat and exposure hunting program.
7. Technical Libraries: Coordinate with peer managers to create and optimize technical resources such as Microsoft Sentinel analytics rules and queries, dashboards, SOAR automations, and policy guidelines.

Preferred Skills and Experience:

• Education: Bachelor's degree in a related field.
• Experience:
  • Providing threat detection and response and cloud-based cyber risk management, ideally within a SOC or MDR/MSSP environment.
    • Work history with a third-party cybersecurity service provider in a client-facing role, including ownership of client relationships and service reviews.
    • Supervising and developing technical staff, including scheduling and coverage across shift-based operations.
    • Comfortable leading client communications during escalations and high-severity incidents, with strong verbal and written communication skills.
    • Prior work with Microsoft Sentinel and Defender XDR suite is advantageous; Microsoft certifications (or equivalent) preferred.
       
       
      SecureSky is an equal opportunity employer committed to fostering an inclusive environment for all employees.