Cybersecurity & IT Services Manager (MSP/MSSP)

About FCI

FCI Cyber is a cybersecurity-focused managed security service provider (MSSP) with 30 years of experience and a fully remote team. We deliver the cybersecurity and IT services businesses need to meet today's technology and compliance challenges.

Position Overview

You'll own all of FCI's managed cybersecurity and IT services: what they are, how they're delivered and how they're managed. You'll also lead our platform owners, the senior technicians who each run one platform behind those services.

The role is half management, half hands-on. You'll need enough technical depth to guide experts and make sound calls on their work. It isn't a service desk or dispatch role, and it has no sales quota.

You'll own these service areas: user, endpoint, data, network and cloud security; security assessments; IT support; and incident response.

Our security services are mature and need upkeep. Our IT services are growing and need standard processes to scale. Once those are steady, most of your time goes to building new services as the industry changes, especially in cloud security: AI app security, data loss prevention (DLP) and email security.

You'll report to our Director of Technical Operations & Development and work closely with our Director of Software Engineering, who builds our client web application. The web application gives clients' security officers clear visibility into their protection and the actions that need their attention. You'll keep new services and the web application in step.

What you'll do

Lead the platform owners

• Direct their service work, set their standards, and meet with them regularly to review quality, upkeep and efficiency. They report to the Director of Technical Operations & Development, and your reviews feed into their performance reviews.
• Be the technical escalation point for hard problems. Lead technical training and keep certifications current.

Own and build services

• Own each service end to end: scope, inclusions and exclusions, delivery, and client reports. Maintain the service catalog, including the cost model and pricing behind each service. Sales quotes from it, so it has to be accurate.
• Create new services from start to finish: scope, scope documents, delivery procedures, and what each costs us to deliver. Decide what to build with sales and client feedback.

Document and standardize the services

• Create the documentation for every new service, covering how it's delivered.
• Backfill missing or incomplete documentation for existing services, and keep it current.
• Build the standard IT processes that don't exist yet: onboarding and offboarding, a consistent way to collect and record each client's information, and standard procedures and ticket templates for common work (new computers, new users, hardware and software setups).

Keep services healthy

• Monitor every service, test changes before they reach clients, and track vendor and platform changes that affect us.
• Work vendor support cases through to resolution. When a change goes wrong across clients, lead the cleanup, client follow-up and any credits.
• Assess new vulnerabilities and breach notices for client impact.
• Oversee incident response as a service: triage, report review and current runbooks.

Work with sales and clients

• Join client and prospect calls as needed to assess their technical service needs.
• Make sure we only sell services we've defined, and close any gap between what a client bought and what we deliver.
• Evaluate tools and vendors and make recommendations.

Manage key client relationships

• Be the main point of contact for our strategic, high-profile clients.
• Meet with them on a regular schedule to review their needs, and run periodic service reviews.
• Take their requests and answer their questions. Follow up with them on what they want built, what they want solved and the problems they raise.

Our technology

You'll manage our services, and the managed services we deliver to clients, on these platforms:

EDR, application control and DLP; RMM and MDM; MFA and identity management; firewalls, SASE and zero trust network access; SIEM and managed detection and response; Microsoft 365 and cloud app security monitoring; email security and encryption; disk encryption, backup and disaster recovery; vulnerability scanning and dark web monitoring; PSA and IT documentation platforms.

What you bring

Required

• 10+ years in IT and/or cybersecurity, including 5+ at an MSP or MSSP.
• 3+ years leading services or people. You've designed and run services, not only worked tickets, and you've led people who didn't report to you through standards and follow-through.
• Hands-on depth in Microsoft 365 and Entra ID (Conditional Access, Intune, Defender), EDR policy and exclusions, and network security and firewalls.
• Day-to-day experience with an RMM and a PSA.
• You've written service definitions, scopes or statements of work, and led client calls on your own to work out what a client needs.
• Strong documentation habits and clear writing for both technicians and clients.
• Authorization to work in the United States, and the ability to pass a background check and fingerprinting.

Preferred

• Compliance experience in financial services (SEC, FINRA, NYDFS) or another regulated industry. You don't need to be an expert, but you can turn regulatory requirements into services that meet them.
• Pricing and cost modeling of services.
• Incident response experience, such as business email compromise or endpoint incidents.
• Kaseya or Datto RMM, Autotask PSA, Sophos, Duo, Todyl, CIPP, SaaS Alerts, IT Glue or Hudu.
• MS-102, SC-300, SC-200 or CISSP (we care more about depth than certificates), and ITIL or another service-management framework.

Why join FCI

Be part of something exciting. FCI has 30 years of client trust behind it and a lot of room to grow. As cloud adoption and new threats change what clients need, you'll shape the services that take us forward.

• Real ownership: every service is yours to shape, from scope to how it's priced.
• Build the function: set the standards a growing company runs on, with a path to Director of Services.
• Work that matters: you'll protect firms that manage other people's data.
• Direct line to leadership: short decision paths, and your recommendations get heard.
• Fully remote: we've had flexible work since before it was an industry trend.

Benefits

Health insurance, paid time off, learning and development, flexible work arrangements.

Pay: $52.00 - $55.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Remote