Director of Central Support - Remote

CIS is in search of a strong customer support professional with vast experience in tier 1 support and customer service to lead the growth of our central support operations. The Director of Central Support is responsible for overseeing the operation and enhancement of the central support operation that aids in improving the cybersecurity posture of the state, local, tribal, and territorial (SLTT) entities and partner organizations. Additionally, this position will be responsible for assisting with the support of programs and services for the Multi-State Information Sharing and Analysis Center (MS-ISAC), as well as organizations from around the world. This is a fast-paced, exciting, and collaborative environment in association with representatives from a wide array of communities and some of the best minds in Cybersecurity.

The Center for Internet Security (CIS) makes the connected world a safer place for people, businesses, and governments through our core competencies of collaboration and innovation. We are a community-driven nonprofit responsible for industry leading best practices for securing IT systems and data. We lead a global community of IT professionals to continuously evolve these standards and provide products and services to proactively safeguard against emerging threats.

Base salary is determined on a number of factors including, but not limited to, education, experience and skills
• Health (PPO, EPO, HSA), Dental & Vision Insurance eligibility starting from the first day of hire
• $500 wellness card for Health Coverage Participants
• 401(k) with 4% Company Match, vested from the first day of hire
• Flexible Spending Account (FSA) & Dependent Care Account (DCA)
• Life Insurance
• Bonding Leave
• Paid Volunteering Program
• Bonus eligibility
• Paid Time Off (PTO) inclusive of vacation, personal and sick time
• Paid Holidays
• Wellness Program
• Employee Engagement Activities
• Professional Development Opportunities
• Tuition Reimbursement
• Student Loan PayDown Program
• Employee Referral program
• Employee Assistance Program

• Direct a team of supervisors and support specialists as they assist our memberships
• Work closely with other CIS departments, MS-ISAC, and Election Infrastructure Information Sharing and Analysis Center (EI-ISAC) to provide world class support
• Identify and pursue opportunities for system improvements, process improvements, and expansion of support offerings
• Serve as a liaison and point of contact with CIS internal teams in regard to tier 1 support operations for multiple products and services, including the member portal
• Develop metrics, service level agreements (SLAs), and consistent measurements that lead to improvement of services provided, including customer satisfaction and interaction measurements
• Provide timely and comprehensive briefings, reports, and recommendations to senior and executive management
• Work closely with system development teams to ensure that current or proposed support systems meet our needs, including ticketing and customer relationship management (CRM) systems
• Work closely with the Customer Experience team to ensure that customer needs and wants are accurately reflected in the support team's interactions
• Supervise, coach, and mentor team members
• Other tasks and responsibilities as assigned

• Bachelor's degree in a technical or customer centric field*
• 5+ years' experience in the development and implementation of tier 1 support operations
• 5+ years' experience leading, coaching, mentoring, and supervising others
• Strong knowledge of customer experience measurements and tier 1 ticketing systems
• Experience with the implementation of technical alternatives for the provision of support, such as AI and chatbots
• Strong analytic and problem-solving skills and attention to detail
• Excellent interpersonal and communication skills, customer service skills, and professional demeanor
• The position is open to U.S. citizens and requires a favorably adjudicated DHS Fitness Review for Public Trust Positions**

It's a Plus if You Have:

• Industry related certifications such as CISSP, CISM, or CISA etc.

*Additional years of relevant experience or a combination of an Associate's degree or equivalent and relevant experience may be substituted for the Bachelor's degree.

**Factors that may cause a negative Fitness Review decision include:

• Criminal Conduct
• Dishonest Conduct
• Employment Misconduct
• Alcohol Abuse
• Drug Use (illegal drug use or use of a legal drug in a manner that deviates from approved medical direction) Additionally, illegal drug use includes the use of drugs that are illegal for federal purposes despite being legal in select states and countries, such as marijuana.
• False Statements
• Financial Issues
• Have not resided in the US for three (3) of the past five (5) years

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.