Senior IT Help Desk Manager

Cylance Portland , OR 97228

Posted 2 days ago


Cylance is one of the fastest growing companies in the history of cybersecurity. By successfully applying artificial intelligence and machine learning to crack the DNA of malware, Cylance has redefined the endpoint protection market, garnered acclaim from industry analysts and won numerous awards including "Best Emerging Vendor" from SC Magazine. If you have the passion and desire to disrupt industries, protect the world from cyberattacks, and be at the forefront of a revolutionary new technology, we want you to join us!


Cylance is seeking a Senior Manager of IT who will be responsible for managing a team of Help Desk professionals. The charter of this team is to provide technical assistance and support related to computer systems, hardware, and software. You will supervise a team that responds to queries, isolates problems, and determines and implements solutions. To be successful in this role, you should have a mix of management, technical and customer service skills, and be interested in technology, security, and helping people.


  • Manage a Help Desk team in resolving help desk tickets, maintaining computer systems, hardware, and software, and allocating IT assets; ensures quality, productivity, and efficiency standards are met

  • Works closely with upper management to execute organizational plans; relays information regarding operational hardships and successes via verbal and/or written communication, including preparing and delivering presentations

  • Trains and develops Team Leads and/or individual contributors on various tools, processes, and skill sets to further/accomplish team goals; provides guidance and feedback to other individual contributors as needed

  • Partners with various business units to ensure stakeholder's needs are met and the systems/hardware/software benefits are maximized

  • Makes recommendations on how to better use systems to improve operational processes

  • Tracks asset allocations and controls costs by negotiating with vendors, educating employees, and setting IT equipment standards

  • Develops IT trainings for Cylance employees; provides instruction and support as needed.

  • Completes project progress reports, demos, and other miscellaneous deliverables as assigned

  • Creates, maintains, and implements process documents, system/IT policies, application configurations, and help-related materials for users on a regular basis

  • Stays up-to-date on the latest applicable applications, system updates, and tools; attends applicable trainings and conferences as needed

  • Protects Cylance by ensuring the integrity of business processes and operations


  • BS/BA or high level degree preferred in Computer Science, Information Systems or related field; relevant experience can be substituted for educational degree

  • 8 + years minimum related experience in IT support, IT management, and/or other relevant technical experience. May have limited team lead and/or management experience

  • Experience with Windows 7, Mac OSX, Linux and Microsoft Office

  • Client PC connectivity Ethernet, TCP/IP

  • Strong customer service and troubleshooting skills

  • Certifications preferred in security such as CISSP or application security, network security, technical training, project management or A+, Microsoft, Cisco, RedHat software

  • Requires the ability to work independently while maintaining focus on achieving optimal outcomes as part of a collaborative development

  • Plans for individual contributors (non-exempt and/or salaried employees); clearly communicates team goals and expectations

  • Directs work and delegates tasks as needed

  • Evaluates day-to-day operations and implements new procedures and policies as needed; addresses operational deficiencies and human resource issues

  • Addresses employee complaints and resolves employee issues in a timely manner

  • Approves various requests made by employees, including, but not limited to, time cards, time-off requests, reimbursement reports, and employee travel

  • Sets Manager Based Objectives (MBOs) for all subordinates and evaluates performance each quarter; considers individual career development and Cylance's overall goals

  • Interviews candidates and works with Recruiting to hire new employees as needed; stays up-to-date on current hiring best practices, attending applicable and mandated trainings as needed and/or required by law

  • Attends Cylance events occasionally as requested or required


  • Zoom and Duo Mobile experience

  • Workday and Udemy experience.


  • Current resume

  • Cover letter/summary expressing:

  • Why you are interested in working at Cylance

  • The skills, strengths and expertise you will contribute to our diverse team of extraordinary talent and humble hearts


In addition to medical, dental, vision and 401(K) matching, we offer other great benefits and a slew of perks such as casual dress attire, plethora of employer-sponsored food and snack items, toll road/public transportation subsidy, gym membership discount, etc. We're proud to be certified as A Great Place to Work for 2017-2018!

Cylance Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, protected veteran status, or any other basis protected by applicable federal, state, or local law.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Client Manager

Willis Towers Watson

  Posted Yesterday

VIEW JOBS 5/23/2018 12:00:00 AM 2018-08-21T00:00 Senior Client Managers - Team Leaders bring the breadth and depth of their technical insurance experience to our clients' risk management strategies and programs. As senior members of the account management team, they lead the ongoing service relationships with client decision-makers, effectively consult on insurance brokerage and risk management services, actively participate in presentations with clients and prospects, and work collaboratively with other service team members in their own office and company-wide. In this role, you will be contributing at a high level while working with other experienced insurance professionals and with the resources of a global powerhouse in the risk management, brokerage and consulting environment. The Role This position is a senior client-facing role responsible for client relationship management and performing all service activity. The Senior Client Manager is a key member of the client service team, responsible for facilitating the delivery of program level strategy and providing program consultation to property and casualty clients. Major Accountabilities: Pre-Renewal Strategy * Prepare and facilitate internal strategy meetings, including delivery and review of current program(s), expiring exposures, and client service agreements.. * Partner with Producer or Account Executive to facilitate and lead external strategy meetings. Ensure in-session documentation is kept, and that meeting outcomes and deliverables are finalized at conclusion. Information Gathering * Ensure updated exposures, coverage information, and applications are completed in a timely fashion. Work with carrier partners to provide terms and pricing, and coordinate responses with various client contacts, locations and divisions. Needs/Gap Analysis * Provide guidance as needed for review of client exposure updates and make recommendations for upcoming program coverages. Proposal * Create proposal content, and ensure documentation of proposal changes or decisions are communicated to the client as applicable. Binding * Ensure that the order to bind is received from the client, and the confirmation of coverage and binders are delivered, including program subjectivities as applicable. * Send binding instructions to carriers and review binders for accuracy. Invoicing * Develop the allocation methodology and coordinate billing allocations as needed. * Monitor the timely and accurate completion of the billing process and provide support for escalations of client-level accounting issues (including discrepancies and fee arrangements). Ongoing Services * Management and oversight of timely and accurate completion of endorsement and audit requests. * Responsibility to review, finalize and deliver retro adjustments. * Respond to mid-term client inquiries (i.e., policy and coverage questions). * Provide oversight and guidance and/or complete contract reviews. * Provide leadership and support for ongoing client projects, and subsequent reporting and analysis (i.e., client advocacy/stewardship report and modification factor review). * Coordinate and facilitate meetings, seminars, and other engagement-type activities for clients. Team Leadership * Forecast revenue accurately * Embrace all operational efficiency initiatives and continuously seek ways to standardize and centralize non-client facing functions and tasks, as appropriate. * Attend and actively participate in all leadership and management meetings. * Communicate key company messages regularly to associates both in writing and in person, formally and informally. * Implement and actively manage an early warning system for at-risk clients. * Make performance management a crucial part of the office culture and behaviors, including annual appraisals for all associates and effective management of both top performers and underperformers. * Put personal development plans in place when needed to make sure all associates' skills and abilities are aligned with group/WNA/region/office objectives. * Create and maintain an ethical, positive work environment which embraces diversity. * Be knowledgeable in the legal dimensions of employment decisions and adhere to WTW legal department protocols. The Requirements * Five years of insurance experience in a client-facing role. * Property & Casualty insurance knowledge required. * Able to apply knowledge of coverage forms in the analysis of program design, the identification of coverage gaps, and ongoing coverage consultation. * Knowledge of commercial insurance renewal process. * Strong leadership skills within servicing function, to include delegation, coaching and mentoring. * Customer- and relationship-management focused. * Ability to drive conflict resolution and secure concessions without damaging relationships; overall strong negotiation skills. * Excellent verbal and written communication skills. * Problem solving skills, including critical thinking, adaptability and creativity. * Project management skills, including attention to detail, organization, time management, prioritization and decision-making. * Basic MS Office skills and familiarity with other relevant online tools. * Ability to work independently. * Must be able to show valid confirmation of current property/casualty license. * Insurance industry designations preferred but not required (CPCU, ARM, CIC, CRM). The Company Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at Willis Towers Watson is an equal opportunity employer Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. Equal Employment Opportunity: Knowyour rights. Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer. Willis Towers Watson Portland OR

Senior IT Help Desk Manager