Technical Operations Lead

The Company

Netcraft is the global leader in cybercrime detection and disruption. We're a trusted partner for three of the four largest companies in the world, twelve of the fifty largest banks, and 8 of the largest world governments. We've blocked almost 200 million cyber-attacks to date, and we take down around 33% of the world's phishing attacks.

Our purpose and passion are focused on just one thing: protecting the world from cybercrime.

We carry that passion through into our workplace too. Our people are highly talented, and everyone is valued for their individual contribution, so we make sure Netcraft is a great place to work. From great benefits to health and wellness and social events, we've got you covered.

The Role

In this role you will play a critical role in advancing the company's cybersecurity operations and delivering world class outcomes to our customers. You will be responsible for guiding technical specialists, optimizing processes, resolving complex operational issues, and driving continuous improvement to maintain Netcraft's commitment to operational excellence.

This role will lead our 2nd Line Support team within Technical Operations. This team focuses on addressing complex challenges of strategic import across our customer base that require specialist experience or focused attention.

The position involves occasional flexibility with working hours, as the team operates across both UK and US time zones.

Day to day, your responsibilities will include
:

• Lead and enhance cybersecurity operations
• Oversee the 2nd Line Support (2LS) Team within Technical Operations, ensuring smooth day-to-day operations and effective team performance. Responsibilities include a wide range of leadership and coordination duties, some of which overlap with other areas below.
• Key activities include:
• Allocating and balancing workloads and customer assignments across the team.
• Ensuring compliance with core operational processes, including accurate documentation and time tracking.
• Participating in hiring efforts for the team and other relevant roles.
• Collaborating with other Technical Operations teams to execute cross-team initiatives and shared goals.
• Provide expert guidance
• Manage the 2LS team in line with broader Netcraft management guidelines. Offer supervision, mentorship, and operational support to 2LS team members. Promote a collaborative, high-performing team culture that emphasizes continuous improvement and ensures Netcraft's operational excellence.
• Manage and route complex issues
• Serve as the primary escalation point for challenging or high-impact problems. Support the team in resolving complex issues and assessing non-standard support requests from across the organization
• by prioritizing or redirecting them as appropriate.
• Drive process improvement
• Identify, design, and implement process enhancements that increase team capability, efficiency, and effectiveness. Ensure that 2LS operations align with key operational outcomes and organizational priorities.
• Report and provide feedback to Technical Operations Leadership
• Highlight team performance by delivering meaningful metrics, contextual analysis, and data-driven insights. Provide commentary and supporting information to help leadership understand and showcase the impact of the 2LS team.

To be successful, you'll need:

• Proven experience leading or managing technical support or operations teams, ideally in a cybersecurity, IT operations, or service delivery environment.
• Strong familiarity with digital
• scams and social engineering, including phishing, vishing, online impersonations, malvertising, advance fee fraud, and DNS abuse.
• A passion for mentorship and development. You adeptly use both care and candor to deliver effective feedback and nurture success within your team.
• Attention to detail, adaptability, and strong intellectual and commercial curiosity.
• Excellent problem-solving and analytical skills with the ability to handle complex escalations. In the face of adversity, you are someone who maintains a positive and solution-focused approach.
• Demonstrated success in building and scaling high-performing teams, including experience implementing process improvements and structure to help the team grow. An ideal fit here will be able to enhance consistency and transparency without impeding the team's effectiveness.
• Exceptional communication skills, with the ability to translate technical issues into clear, actionable information for stakeholders.
• Strong collaboration and interpersonal skills to work effectively across departments. You've got a pragmatic mind and are able to effectively balance maintaining operational effectiveness with
• supporting customers and prospects through unusual situations.

Bonus Points if you have:

• Hands-on experience with operational reporting and data visualization tools.
• Background in managing distributed or hybrid technical teams.
• A background in Brand Protection or Security Operations.

The reward package

• An excellent range of benefits including:
• Opportunities for flexible working after completing an initial 6 weeks of training (after which you'll have the option to work remotely up to 4 days a week);
• Opportunities for individual training and development;
• 33 days holiday per year (incl. public holidays);
• Pension scheme membership with 4% employer contributions plus NI savings;
• Two days paid Volunteering Leave per year;
• Free meals, drinks and snacks provided daily in the offices;
• Comprehensive wellness provisions
• Life assurance at 4x annual salary
• Enhanced family leave provisions;
• Regular events such as monthly board game nights, quarterly socials and big summer and winter parties;
• A tax-efficient cycle to work scheme;
• And an inclusive culture and environment, where you'll feel genuinely valued and respected

Diversity, Equity and Inclusion

This is very important to us and through our ally network we actively support under-represented groups. We seek to maintain a working environment that is free from bias, harassment or discrimination and we encourage candidates from any background to apply, regardless of their gender, gender identity, sexual orientation, race/ethnicity, ability/disability, age, religion, or any other specific characteristics.

We're happy to make reasonable adjustments to our hiring process to ensure that everyone can participate fully and comfortably.