The Role

UberEther is seeking a Security Operations Center (SOC) & Support Manager to lead our customer and employee-facing support and security center - the centralized hub responsible for receiving, triaging, and resolving all inbound tickets and service requests. The right candidate brings a background in help desk operations, service center management, or IT service management and has a proven track record of building high-performing, customer-centric support teams.

Responsibilities

• Build, coach, and develop a team of operations center analysts, setting clear performance expectations and fostering a culture of responsiveness, accountability, and continuous improvement.
• Develop and ensure compliance with Standard Operating Procedures (SOPs).
• Prepare detailed reports from security tools and conduct root cause analysis as needed.
• Oversee the full lifecycle of the ticket queue - from initial intake and triage through escalation, routing, resolution, and closure - ensuring SLA compliance and quality standards are consistently met.
• Identify gaps in tooling, process, or staffing and bring forward recommendations to improve operations center efficiency and service quality.
• Plan and track monthly patching procedures and work cross functionally with the Customer Success team to coordinate maintenance windows with customers.

Primary Qualifications

• 5+ years of experience in a help desk, IT service desk, operations center, or managed service delivery environment
• Ability to obtain a secret security clearance.
• Demonstrated experience designing and managing ticket triage systems and workflows
• Familiarity with ITSM platforms (ServiceNow, Jira Service Management, Zendesk, or similar)
• Strong working knowledge of SLA management and performance metric frameworks
• Excellent written and verbal communication skills; comfortable engaging customers, end users, and senior leadership
• Proven ability to manage competing priorities and lead through ambiguity in a fast-paced environment
• Experience building or improving a knowledge base, runbook library, or internal SOPs for an operations center

Differentiators

• Familiarity with government compliance frameworks such as FedRAMP and DISA.
• Background managing a blended queue that serves both external customers and internal employees
• Familiarity with DevOps and technical platforms

Location

This role is offered as a hybrid position based out of our Sterling, VA office.

Salary

The base salary range for this position is between $135,000-$150,000 based on experience.

Benefits

We understand the value of such people, reward them accordingly, and provide best-in-class benefits to support them and their family's well-being. Full-time employees are eligible to receive top-notch Medical, Dental, Vision, 401K savings plan, Life Insurance, and Short and Long-term Disability benefits as well as generous paid flex-time, education and technology reimbursement. This includes:

• 100% employer covered health care premiums
• 6% 401k match
• Education and professional development budget
• 25 PTO days per year, which increases with tenure
• Annual technology budget

Core Values

UberEther's Core Values are a set of guiding principles that define our expectations of employees. Please be prepared to discuss these in your interview process and provide examples of where you have demonstrated these core values. See more at https://uberether.com/careers/.

• Grow With Purpose
• Confident, Not Cocky
• The IT Factor
• Team Player
• Whole Authentic Self