Security Support Manager

ABOUT US

At HUB International we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals families and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn grow and make a difference. Our structure enables our teams to maintain their own unique regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is a global insurance and employee benefits broker providing a boundaryless array of business insurance employee benefits risk services personal insurance retirement and private wealth management products and services. With over $5 billion in revenue and almost 20000 employees in 600 offices throughout North America HUB has grown substantially in part due to our industry leading success in mergers and acquisitions

Job Description

The Security Support Manager leads a team of security support analysts responsible for managing the day-to-day operations of the security support team. This role is accountable for team performance ticket queue health and the quality of support delivered to internal stakeholders across the organization. The ideal candidate combines strong people management skills with hands-on knowledge of enterprise security technologies enabling them to guide analysts through standard and complex issues while maintaining a high standard of service delivery.

Objectives of this Role

• Lead and manage a team of Security Support Analysts focused on end-user support for Security tools.
• Own and oversee the security tools support ticket queue end-to-end.
• Manages and be responsible for the successful completion of all tasks in assigned projects.
• Ensure tickets are triaged assigned prioritized and resolved within SLA targets.
• Monitor queue health metrics (volume aging backlog resolution time) and take corrective action as needed.
• Establish clear operating standards escalation paths service expectations documentation practices and quality controls across the security support team.
• Establish and enforce operational standards for client-facing security support including documentation quality ticket hygiene escalation timelines client communication expectations post-incident review requirements and service delivery consistency.
• Produce reporting on ticket trends team performance and recurring issue patterns.
• Contribute to security requirements standards procedures and reference architectures to comply with policies and technical standards.
• Provide hands-on guidance during complex issues while also developing the teams ability to operate independently and consistently.

Daily and Monthly Responsibilities

• Hire onboard develop and retain a team of security support analysts.
• Partner with service delivery team to provide training and documentation to service desk agents supporting team services.
• Conduct regular 1:1s performance reviews and career development conversations.
• Set team goals define KPIs and hold analysts accountable to service standards.
• Define roles responsibilities career paths technical expectations and performance standards for the security support team.
• Foster a collaborative growth-oriented team culture with a focus on continuous improvement.
• Identify gaps in support workflows and implement process improvements to reduce ticket volume and resolution time.
• Partner with stakeholders across IT Security and the business to align support delivery with organization needs.
• Available 24/7 for any critical security incident response that may arise which requires immediate resolution.

Skills and Qualifications

• Bachelors degree in technology security or applicable experience.
• 5 Years of experience within IT or security support with at least 3 years in a supervisory role.
• 3 years of experience defining refining and driving efficiency in operational processes.
• Demonstrated experience managing a ticket queue or help desk function within a security or IT environment.
• Hands-on familiarity with common enterprise security tools (e.g. SIEM Zscaler email security etc.).
• Experience with PowerShell python and shell scripting.
• Strong understanding of enterprise infrastructure and security dependencies across cloud and on-premises environments including Microsoft Azure traditional data center infrastructure networking firewalls DNS Active Directory Microsoft Entra ID Intune endpoint management and related technologies that support secure client operations.
• Understanding of ITSM practices; experience with platforms such as ServiceNow and Jira.
• Knowledge of industry security standards guidelines and regulatory/compliance requirements related to information security such as ISO 27001 NIST 800-53 SOC2 PCI DSS SOX NYDFS etc.
• Excellent written and verbal communication skills including the ability to communicate technical topics to non-technical stakeholders.
• Willingness to travel up to 10% of working time.

JOIN OUR TEAM

Do you believe in the power of innovation collaboration and transformation Do you thrive in a supportive and client focused work environment Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization When you joinHUB International you will be part of a community of learners and doers focused on our Core Values: entrepreneurship teamwork integrity accountability and service.

The expected salary range for this position is $ 140000 to $165000 and will be impacted by factors such as the successful candidates skills experience and working location as well as the specific positions business line scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance FSA HAS and 401(k) accounts paid-time-off benefits such as vacation sick personal floating holidays and company addition eligible annual bonuses equity and commissions may be available for some positions.

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity national origin religion age color sex sexual orientation gender identity disability or veterans status or any other characteristic protected by local state or federal laws rules or regulations.

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