At N-able, we’re not just helping businesses be secure —we’re redefining what it means to be cyber resilient. Our end-to-end platform blends AI-powered capabilities and flexible tech stacks, so customers can manage, secure, and recover with confidence. But the real power behind it all? Our people. We’re a global crew of N-ablites, who love solving complex problems, sharing knowledge, and delivering solutions that actually make a difference. If you're into meaningful work, fast growth, and a team that’s got your back, you’ll be surrounded by people who believe in what they do—and in you.
The MDR Support Manager oversees the MDR Support Team operations, ensuring effective service request handling, escalations, and customer support. This role manages team performance, oversees workflow distribution, and collaborates with cross-functional teams to improve processes and enhance customer satisfaction.
What You'll Do
- Manage MDR Support Team operations and daily workflow.
- Supervise Support Analysts and Seniors, providing coaching and development.
- Ensure service requests and incidents are resolved within SLA requirements.
- Act as a last level escalation for non-emergency calls into MDR Support Operations in real-time with customers.
- Oversee ticket handling, escalations, and quality assurance processes.
- Coordinate schedules and workload distribution across shifts.
- Maintain reporting on performance metrics and team efficiency.
- Work closely with cross-functional MDR SOC Managers for escalations.
- Serve as escalation authority for high-impact customer issues.
- Coordinate with Engineering and Product teams for process improvements.
- Identify areas for workflow optimization and recommend improvements.
- Contribute to the refinement of runbooks, playbooks, and operational documentation.
- Drive initiatives to enhance customer satisfaction and service delivery.
What You'll Bring
- 5+ years of SOC, MDR, or customer support experience, with at least 2 years in a leadership role.
- Proven success managing support teams in a fast-paced environment.
- Senior-level certification (CISSP, CISM, or equivalent) preferred.
- Strong leadership and people management skills.
- Excellent organizational and reporting capabilities.
- Proficiency with SOC operations, tools, and MDR environments.
- Effective communication and escalation management skills.
- Inspirational leader with a focus on team development.
- Highly dependable and results-driven.
- Professional and customer-focused.
- Ethical and committed to maintaining high service standards.
Purple Perks
- Medical and dental insurance
- Generous PTO and observed holidays
- 2 Paid VoluNteer Days per year
- Employee Stock Purchase Program
- Pension with company-contribution
- Monthly grab & go onsite pantry allowance
- Monthly internet allowance
- De Minimis - monthly allowance
- FuN-raising opportunities as part of our giving program
- N-ablite Learning – custom learning experience as part of our investment in you
About N-able
At N-able, our mission is to protect businesses against evolving cyberthreats with an end-to-end cyber resilience platform to manage, secure, and recover. Our scalable technology infrastructure includes AI-powered capabilities, market-leading third-party integrations, and the flexibility to employ technologies of choice—to transform workflows and deliver critical security outcomes. Our partner-first approach combines our products with experts, training, and peer-led events that empower our customers to be secure, resilient, and successful.
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