Global Cybersecurity Tech Support Director

Fortra; United States; On-site; USD 150,000 - 155,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k), HSA, and FSA enrollment

Flexible PTO

Tuition reimbursement

Job summary

Fortra seeks a seasoned leader to head the global Cybersecurity Technical Support organization. You will shape strategy, standards, and an operating model across on‑prem, hybrid, SaaS, and managed services environments to improve customer experience and resolve issues efficiently.

You will build and mentor a high‑performing team, collaborating with Product, Engineering, and Customer Success, while advancing AI and self‑service capabilities to reduce backlog and accelerate resolutions.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; advanced degree preferred.

Responsibilities

• Lead the global Cybersecurity Technical Support organization and set strategy, operating model, and standards.
• Develop and mentor a global team of engineers, managers, and specialists.
• Own performance metrics: SLA attainment, first-response time, time to resolution, backlog, and customer satisfaction.
• Drive AI, automation, analytics, and self-service capabilities to improve responsiveness and reduce issues.

Skills

Leadership

Cybersecurity knowledge

Cloud platforms

ITSM/ITIL

People management

Strategic planning

Education

Bachelor’s degree in CS/IT or related field

Tools

Zendesk

ServiceNow

Job description

Fortra seeks a seasoned leader to head the global Cybersecurity Technical Support organization. You will shape strategy, standards, and an operating model across on‑prem, hybrid, SaaS, and managed services environments to improve customer experience and resolve issues efficiently.

You will build and mentor a high‑performing team, collaborating with Product, Engineering, and Customer Success, while advancing AI and self‑service capabilities to reduce backlog and accelerate resolutions.