JOB SUMMARY

The Field Service Supervisor will be responsible for managing the field service engineers, helping to ensure our client’s onsite visits are proactive and filled with valuable work. This role reports to the Service Delivery Deputy Director responsible for service center. 

KEY RESPONSIBILITIES

• Help lead and prioritize the support team's workload.
• Visit our client sites at least 3 times per week and ensure that our engineer’s work product is aligned with clients and CTS expectations. 
• Liaise with internal teams, vendors, and client contacts. 
• Act as a resource to the rest of the team for rapid decisions and direction as well as help to coordinate escalations.
• Help identify areas where Standard Operating Procedures (SOP's) don't exist or need further work. In addition, to help improve those processes.
• Regularly monitor the teams' overall performance and report on metrics to the CM’s, SA’s, and SDM’s. Participate in efforts to improve different level engineer group performance (e.g. manage dashboards, SLA’s, KPI’s. risks/issues).
• Be a liaison to clients where it relates to service delivery issues.
• Ensure that proactive work is being carried out by engineers in addition to the day-to-day service requests/incidents). 
• Identify areas of needed coaching and training for the team.  
• Listen to the teams overall internal and client facing feedback and help resolve any conflicts and issues..
• Manage overall expectations of our clients via phone, email, tickets or any other method approved and used by CTS.
• Ensure the team follows established procedures for routine work like creating new users, configuring laptops/desktops, NVR’s, PBX’s, and phones.
• Ensure the prompt and thorough documentation of all work by the team via our ticketing system, ITGlue and other tools. This includes supporting the team with documenting assets, configurations, passwords, processes, etc and maintaining current and accurate documentation.
• Ensure the consistency and efficiency of our documentation efforts. Support the team with documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation.
• Keep track of supervised engineers' efforts, their successes and failures and provide acknowledgement where there is success as well as support and direction where there is failure.
• Review onsite engineers EOD reports to ensure quality of work and compliance with our standards  
• Review all supervised engineers ticket communication where time allows but definitely on a weekly basis
• Work closely with the Client Strategy teams and also participate in the preparation of the QBRs (Quarterly Business Review) when requested in order to assist with managing the relationship and service offerings to the client. 
• Have 1 on 1’s with supervised engineers and provide clear metrics of their overall performance. Lastly, ensure engineers are fulfilling expected output hours and quality of work. 
• Provide onsite assistance when a client is experiencing frustration with our overall services. 
• Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics alongside the SDM.
• Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), SLA’s, Team Efficiency, Team Happiness as well as intangible metrics that align with things such as our Company Core Values

REQUIRED SKILLS AND QUALIFICATIONS

• 5+ years of experience in a customer-facing, technical-services environment, with a strong commitment to customer service. 
• Great communication skills, founded in being a good listener who seeks to understand the position of those being supported.
• Experience in Scheduling and Resource Management.
• Experience in networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP and QoS.
• Experience with WAN/LAN networking including routing, switching, security and load balancing.
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi and Cisco.
• Experience with Microsoft Windows Server, Windows Desktop and Apple Ecosystems.
• Experience in Network Attached Storage (NAS). 
• Experience with Grand Stream or other Asterisk based PBX systems.
• Experience with Android, iOS, Gsuite and Office365.

PREFERRED SKILLS AND QUALIFICATIONS

• Experience working for a Managed Service Provider (MSP) or IT Support Business.
• Experience with MSP-related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

LOCATION

This is a full-time mainly onsite position in the New York Metro area with the ability to work remotely some days per week (dependent on client needs). Some night and/or weekend work may at times be required. Lastly travel to other states (although rare) may be required as we expand to other states. 

COMPENSATION

The annual salary range for this role is $100,000 to $120,000.

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States.
Learn more at www.e-verify.gov (information available in English and Spanish).

JOB SUMMARY

We are seeking an experienced SOC Supervisor to lead the day-to-day operations of our Security Operations Center. This role is responsible for managing SOC personnel, overseeing alert and incident response workflows, ensuring service levels and quality standards are met, and driving continuous operational improvement. 

The SOC Supervisor serves as both a tactical leader and a strategic manager. On the tactical side, this person oversees queue health, coordinates major incident response, removes blockers for engineers, and acts as the highest point of operational escalation. On the strategic side, the role focuses on people leadership, process governance, KPI reporting, quality assurance, and SOC maturity initiatives. 

This is a leadership role for someone who can balance operational oversight, incident command, coaching and development, and continuous process improvement in a fast-paced managed services environment.

ROLE & RESPONSIBILITIES

Operational Oversight & Incident Handling 

• Oversee daily SOC operations and monitor the health of the alert and ticket queue
• Balance workloads across SOC team members to ensure efficient operations
• Act as Incident Commander during critical or high-impact security incidents
• Lead communications with customers, internal IT teams, and executive stakeholders during major incidents
• Ensure the team consistently meets SLAs for triage, response, escalation, and resolution
• Remove technical, operational, or cross-functional blockers impacting investigations
• Serve as the highest point of operational escalation for the team or shift
• Review handoff logs and ensure continuity across shifts 

Team Leadership & People Management 

• Lead, coach, and develop SOC staff across multiple experience levels
• Conduct regular 1-on-1 meetings focused on performance, growth, and career development
• Manage shift schedules, coverage plans, on-call rotations, and time-off requests
• Build training plans and support skill development for junior and mid-level analysts
• Address performance, behavioral, and engagement issues promptly and professionally
• Foster a collaborative, accountable, and blameless team culture
• Support internal talent progression and promotion readiness 

Quality Assurance 

• Conduct regular QA reviews of closed, escalated, and high-impact tickets
• Ensure SOC documentation is accurate, complete, professional, and audit-ready
• Identify recurring quality issues or knowledge gaps across the team
• Provide clear, actionable feedback to improve analysis quality and communication
• Address stakeholder feedback related to investigation quality or customer communication 

Process Governance & Playbooks 

• Enforce the use of approved playbooks, SOPs, and standardized workflows
• Ensure team members contribute to the creation and maintenance of playbooks
• Review and approve updates to core SOC processes and response procedures
• Maintain operational compliance with internal standards and relevant regulatory requirements
• Drive consistency in incident handling and reduce reliance on tribal knowledge 

Operational Improvement 

• Analyze SOC metrics such as time to triage, time to contain, response efficiency, and queue aging
• Identify process bottlenecks and implement workflow improvements
• Advocate for tooling enhancements, automation opportunities, and detection tuning
• Partner with Detection Engineering, Threat Intelligence, IT, and other teams to close operational gaps
• Reduce analyst fatigue and false positives through process and technology improvements
• Help mature the SOC from a reactive function into a proactive security operation 

Reporting, Communication & Ownership 

• Generate and present KPI and performance reporting to leadership on a regular basis
• Provide accurate, transparent updates on SOC operations, risks, and team performance
• Represent the SOC in cross-functional meetings and stakeholder discussions
• Proactively identify risks to service delivery, including staffing shortages, tooling issues, and process gaps
• Take accountability for team outcomes and lead root cause analysis and corrective actions when issues arise 

REQUIRED SKILLS

• Strong leadership and people management skills in a SOC, NOC, or security operations environment
• Experience leading major incident response and serving in an incident command role
• Deep understanding of SOC workflows, escalation paths, case management, and alert triage operations
• Ability to manage queue health, prioritize competing operational demands, and maintain SLA performance
• Strong communication skills with the ability to engage technical teams, customers, and executive stakeholders
• Experience with QA reviews, documentation standards, and audit-ready case handling
• Ability to use metrics and reporting to drive operational decisions and continuous improvement
• Knowledge of playbook development, SOP governance, and process standardization
• Familiarity with detection tuning, SOAR/automation opportunities, and operational tooling improvements
• Strong coaching, mentoring, and performance management capabilities
• Ability to stay calm and decisive in high-pressure situations
• Strong organizational skills and ability to balance tactical response with strategic initiatives 

QUALIFICATIONS

• 5+ years of experience in Security Operations, Incident Response, or Cybersecurity Operations
• 2+ years of experience in a leadership, supervisory, or team lead role within a SOC or similar environment
• Experience managing analysts or engineers across multiple levels of seniority
• Proven experience overseeing security incidents, escalations, and operational workflows in a 24x7 or shift-based environment
• Experience working with SOC tooling such as SIEM, SOAR, EDR/XDR, ticketing systems, and case management platforms
• Strong understanding of incident response processes, threat detection, escalation management, and security operations best practices
• Experience with KPI development, SLA tracking, and operational performance reporting
• Familiarity with audit, compliance, and documentation requirements relevant to security operations
• Bachelor’s degree in Cybersecurity, Information Technology, Computer Science, or a related field preferred
• Industry certifications such as Security+, CySA+, GCIH, GCIA, CISSP, or equivalent are preferred 

WORK SCHEDULE & LOCATION

• This is a full-time remote role, 8am – 5pm EST, Monday – Friday. Occasional travel for CTS Cybersecurity and team building events is expected (3-4 times a year).

COMPENSATION

The salary range for this role is $110,000 - $115,000.

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States.
Learn more at www.e-verify.gov (information available in English and Spanish).

JOB SUMMARY

As a Client Success Manager, you are the primary advocate and trusted advisor for a set of clients within CTS. Clients will often contact you to purchase new technology equipment, to escalate a service request, or to discuss a new technology initiative within their organization.

You will prepare Strategic Advisors to run Quarterly Strategic Planning Meetings where we analyze each client’s technical environment, their business goals as it relates to technology, and develop a long-term IT roadmap.

You’re responsible for keeping the pulse of your clients and bringing in the right resources from within CTS to get your clients the answers they need. Above all, you manage the relationship with each of your clients and are working to ensure their experience with CTS is an excellent one. Your daily purpose is to ensure clients feel cared for, and address client concerns when they arise, often coordinating other teams within CTS to execute on your vision of how this is best achieved for the client.

KEY RESPONSIBILITIES

• Develop strong relationships with key client contacts and identify clients who may be at risk.
• Monitor client health via monthly internal reviews to ensure all clients are happy, profitable, and carrying minimal technology risks.
• Complete recurring technology assessments and quarterly strategic planning meetings with partnership of other CTS roles (Strategic Advisors and Solutions)
• Complete recurring tactical check-in calls with clients to review their health and open issues.
• Develop and present technical proposals, working with Strategic Advisors and Solutions when appropriate.
• Advocate for clients by answering questions and ensuring issues are escalated properly across all departments in CTS. This includes ownership of the Potential At Risk Client (PARC) Process.
• Complete recurring and one-off training events (such as Lunch & Learns) with clients on core technologies such as Microsoft 365, Google Workspace, and Smart Boards.
• Own the overall opportunity pipeline, ensuring that we meet our NRR forecast each quarter. Understand the client challenges and look for opportunities to help solve problems within their current agreement.
• Address client questions with regards to ongoing invoicing.
• Occasionally manage Projects for clients based on available capacity and client requirements.
• Work with client contacts to develop referrals for new business 

QUALIFICATIONS 

• 4+ Years of work experience in a Client Success Role or Technical Account Manager at an MSP, EdTech or Education/NFP adjacent services company. Alternatively, applicants with experience working at Charter Schools in positions such as Operations, Data, or other similar roles who are looking to move into an education and mission-based focus outside of schools are also welcome.
• Experience administering, implementing, or consulting with clients regarding Google Workspace and Microsoft 365, as well as other cloud services.
• Experience with ad-hoc or formal Project Management
• Strong written and oral communication skills.
• Ability to manage multiple initiatives with competing deadlines and associated teams.
• Ability to handle multiple tasks with a clear sense of ownership and priority.
• Strong Microsoft Office or Google Apps skills, especially Excel / Sheets.
• Self-motivated, able to move and adapt to increased demand during budget, hiring, and school seasons – and adjusting priorities based on client needs

WORK SCHEDULE & LOCATION

This is a full-time position. The hours for this position are typically 9 AM to 5:30 PM EST, with some occasional after-hours work required based on client requests. This position is hybrid based out of Brooklyn, NY. Local travel throughout NYC (5 boroughs) and occasional regional travel to visit client sites, is expected. It is acceptable to work from home when not at client locations, with the expectation of working in our Brooklyn office at least 1 day per week.

COMPENSATION

The salary range for this role is $75,000 to $85,000 a year.

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States.
Learn more at www.e-verify.gov (information available in English and Spanish).

JOB SUMMARY

The Afterhours Engineer - NOC\SOC\Support is important in the Service Delivery division at CTS. Operating as the primary guardian of our clients' infrastructure during off-peak hours, this role combines Network Operations (NOC), Security Operations (SOC), and high-level VIP support.

Responsible for delivering impeccable maintenance, security monitoring, and "white-glove" support, this engineer must exhibit a sense of ownership over various systems. You will be responsible for triaging security alerts, executing incident response playbooks, and ensuring VIP requests are resolved immediately, ensuring our clients’ environments are stable and secure before the morning shift arrives.

This is an individual contributor - technical position.

KEY RESPONSIBILITIES

• Service Delivery: Respond to and resolve service incidents following existing procedures and Service Level Agreements (SLAs). Track time, communications, and work output via ConnectWise Manage PSA.
• Network Operations (NOC) Monitoring & Remediation: Remediate alerts from monitoring tools generated from firewalls, switches, access points, physical and virtual workstations, servers, and storage devices. Configure monitoring of client infrastructure using PRTG, Kaseya VSA, and ConnectWise Manage.
• Security & Incident Response (SOC): Act as the first line of defense for security alerts. Triage potential threats (e.g., suspicious logins, EDR alerts, phishing reports) using established Incident Response playbooks. Isolate infected endpoints to prevent lateral movement and document forensic details.
• VIP & Helpdesk Support: Provide primary "white-glove" remote support for VIP clients (CEOs/Executives) experiencing after-hours technical issues. Address all phone calls and urgent tickets outside of regular business hours with a focus on rapid resolution.
• Cloud Administration: Administer and troubleshoot Microsoft 365 (Exchange, Teams, SharePoint) and Google Workspace environments to resolve urgent user access or configuration issues.
• Maintenance & Automation: Administer and perform the work for monthly, quarterly, bi-annual, and yearly maintenance plans. Assist higher-level Engineers to automate recurring requests using Ninja RMM, ConnectWise Manage, PRTG, and PowerShell.
• Backup Management: Monitor and remediate all CTS-provided client backup solutions: Acronis On-Prem, Acronis Cloud, and AFI.
• Documentation: Create and maintain information and documentation in ConnectWise Manage and ITGlue to ensure a smooth handoff to the daytime engineering team.

REQUIRED SKILLS AND QUALIFICATIONS

• 2+ years of experience in an MSP (Managed Service Provider) environment, specifically in a NOC or an L2/L3 escalation role.
• Cybersecurity Fundamentals: Strong understanding of cybersecurity principles, threat landscapes (ransomware, phishing), and experience executing Incident Response playbooks.
• Cloud Platforms: Advanced administration skills in Microsoft 365 (User management, Intune, MFA troubleshooting) and Google Workspace.
• Networking: Experience with networking protocols: TCP/IP, BGP, OSPF, VPN, IPSEC, VoIP, and QoS. Experience in WAN/LAN networking, including routing, switching, security, and load balancing.
• OS Support: Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem.
• WLAN & Hardware: Experience in WLAN technologies (Meraki, UniFi, Cisco) and Network Attached Storage (NAS).
• VoIP: Experience with Grand Stream or other Asterisk-based PBX systems.
• Soft Skills: Exceptional written and oral communication skills with the ability to de-escalate stressful situations for VIP clients.
• Work Ethic: Self-motivated, with excellent time management skills and the ability to work independently without supervision during overnight hours.

PREFERRED SKILLS AND QUALIFICATIONS

• MSP experience.
• Knowledge of scripting/programming language, including, but not limited to, PowerShell, BASH, and/or VBScript
• Knowledge of network vendors: SonicWALL, Juniper MIST, Meraki, and Unifi
• Knowledge of security tools: EDR/XDR, Email Filtering, Security Awareness, and Cloud Backups
• Experience with MSP-related tools: ConnectWise Manage, Ninja RMM, PRTG, and ITGlue

WORK LOCATION & SCHEDULE

• This is a full-time remote position for candidates located in the Philippines
• The hours for this position are 6pm-6am EST, 4x/week including weekends (on a rotation basis)

COMPENSATION

The salary range for this role is $1600 - $2500/monthly

BENEFITS

• Paid Time Off
• Floating Holidays

This is an independent contractor role.