At a Glance
- Tasks: Lead and scale a global support organisation, focusing on security operations and technical support.
- Company: Join a forward-thinking company at the forefront of AI-driven security solutions.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with significant impact in a fast-paced environment.
- Why this job: Shape the future of global support while working with cutting-edge technology.
- Qualifications: Experience in leading SOCs and managing distributed support teams is essential.
The predicted salary is between 70000 - 90000 £ per year.
The Global SOC Support Lead will be responsible for building, leading, and scaling the company’s global support organisation, with primary ownership of establishing and running the Security Operations Centre (SOC), while also overseeing customer-facing product and technical support functions.
This is a hybrid leadership role spanning both security operations and broader technical/product support, including support for cutting-edge AI-driven security products.
The Global SOC Support Lead will manage a lean but highly impactful distributed support organisation, including SOC analysts across multiple regions and the unified global product support team. While the SOC team will remain intentionally small, the role carries significant strategic and operational responsibility across global support functions.
This position is suited to a leader who thrives in fast-paced, high-volume environments and enjoys building structure, process, and operational excellence within scaling organisations.
- Establish and report on key SOC performance metrics, including alert volumes, response times, and incident outcomes.
Product & Technical Support Leadership
- Lead the customer-facing product and technical support teams globally.
- Unify distributed support teams into a single cohesive operational function.
- Improve support workflows, SLAs, and quality standards.
- Oversee support for AI-driven product offerings and ensure readiness for evolving product complexity.
- Align product support operations closely with SOC workflows where security incidents impact customers.
Lead a distributed support organisation globally
- Coordinate teams across multiple time zones to deliver consistent global service quality.
- Ensure global consistency in processes, expectations, and performance standards.
- Introduce structure, governance, and documentation across the support organisation.
- Improve processes, operational efficiency, career progression frameworks, and knowledge management.
- Improve incident management processes, post-incident reviews, and corrective action frameworks.
- Use data and reporting to identify trends, risks, and opportunities for improvement.
- Scale the support function in line with platform growth and customer demand.
Qualifications
- Proven experience leading or building Security Operations Centres (SOC) and closely related operational support functions.
- Experience managing distributed/global support or operations teams.
- Strong operational improvement background, with demonstrated success improving support efficiency and scalability.
- Experience leading customer-facing product or technical support teams.
- Strong incident management capability, including leadership of high-severity incidents.
- Experience building SOC functions from scratch, or leading significant operational transformation/efficiency initiatives within an existing SOC.
- MSP / MSSP / Managed Services experience highly desirable.
- Strong enthusiasm for software, product support, and technical operations.
- Relevant certifications such as ITIL, Security+, or leadership qualifications are beneficial.
Unlike traditional SOC leadership roles focused purely on large analyst teams, this position combines security operations leadership with broader support ownership in a lean, high-impact environment. It offers the opportunity to shape and scale a modern global support organisation supporting innovative AI-driven security products at an early and influential stage.
Locations
Support Team Lead - ITIL, Service Management in Devon, Exeter employer: Develop
As a leading innovator in AI-driven security solutions, our company offers an exceptional work environment that fosters collaboration and growth. Employees benefit from a hybrid work model, competitive compensation, and a strong emphasis on professional development, ensuring that team members can thrive in their careers while contributing to cutting-edge projects. Join us to be part of a dynamic culture that values operational excellence and empowers you to make a significant impact in the global support landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Support Team Lead - ITIL, Service Management in Devon, Exeter
✨Get Involved in the Cybersecurity Community
Diving into the cybersecurity community is key for landing that full-time gig. Join forums like Reddit's r/cybersecurity or attend local meetups to connect with industry veterans and other job seekers. Networking is everything in this field—don’t just be a passive lurker!
✨Show Off Your Skills with Capture the Flag Competitions
Participate in Capture the Flag (CTF) competitions; these are not just a fun way to boost your skills but also a chance to showcase your talent to potential employers. Many companies, including Develop, love seeing candidates who actively engage in these challenges.
✨Tailor Your Online Presence
Make sure your LinkedIn and any professional profiles reflect your cybersecurity expertise. Share your projects, whether they’re personal or from a previous role, to catch the eye of hiring managers. This is how they’ll find your passion and commitment to the field!
✨Apply Directly Through Develop
Don’t forget to head straight to our website and check out any openings for cybersecurity roles at Develop. Applying directly can sometimes give you an edge, especially if you can mention that you've been following our work or engaging in the community.
We think you need these skills to ace Support Team Lead - ITIL, Service Management in Devon, Exeter
Some tips for your application 🫡
Show off your technical skills:In cybersecurity, it's crucial to highlight your technical prowess. Make sure your CV showcases specific skills like network security, penetration testing, or threat analysis. If you have relevant certifications (like CEH or CISSP), pop those on the front page to grab attention!
Tailor your portfolio for the role:Even for a full-time role, a portfolio can set you apart. If you've worked on any cybersecurity projects—be it CTF challenges, security assessments, or research papers—include these in your application. This demonstrates not just your skills, but also your hands-on experience!
Use real-world examples:When writing your cover letter, don’t just stick to your qualifications. Share real-world examples of how you’ve tackled security issues or vulnerabilities. This gives the hiring team at Develop insight into your practical problem-solving abilities and makes your application memorable.
Demonstrate your passion for cybersecurity:Cybersecurity is an ever-evolving field, so show us that you’re always learning! Mention any recent courses, webinars, or industry events you’ve attended. This not only exhibits your enthusiasm but also signals to Develop that you’re committed to staying ahead in the game.
How to prepare for a job interview at Develop
✨Sharpen Your Technical Skills
For a role in cybersecurity, it’s essential to be up-to-date with the latest tools and techniques. Brush up on your knowledge of firewalls, intrusion detection systems, and vulnerability assessment tools. Be ready to discuss specific scenarios where you’ve applied these skills, as hands-on experience can really set us apart in interviews.
✨Prepare for Scenario-Based Questions
Expect the interviewers at Develop to throw in some hypothetical situations to see how you’d handle them. Think about common security breaches or incidents and be prepared to explain how you would respond. This not only shows your problem-solving skills but also your understanding of real-world cybersecurity challenges.
✨Highlight Your Certifications
Certifications like CompTIA Security+, CISSP, or CEH can give you a significant edge in a full-time role in cybersecurity. Make sure to mention these during your interview and be prepared to discuss what you learned through those certifications and how they relate to the position at Develop.
✨Show Your Passion for Cybersecurity
Since you’re going for a full-time gig, showing genuine enthusiasm for the field can make all the difference. Share any personal projects, blogs, or communities you’re part of that relate to cybersecurity. This not only showcases your passion but also your commitment to staying engaged in this ever-evolving field.
