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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing security helpdesk operations, including ticket triage, SLA monitoring, and team leadership. Proficient in Microsoft 365 security tooling and compliance frameworks, with a strong focus on process improvement and client communication.
Highest-signal resume keywords
Microsoft 365 Security ToolingSecurity Helpdesk LeadershipIncident Response SupportProcess ImprovementSecurity Certifications
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket TriageSLA MonitoringRoot-Cause AnalysisConfiguration AuditsDocumentation Standards
Soft Skills
Clear CommunicationPeople LeadershipCoachingPerformance ManagementResource Planning
Tools & Technologies
ITSM PlatformsPSA PlatformsConnectWiseAutotaskHalo
Certifications & Qualifications
CompTIA Security+Microsoft SC-200
Industry Keywords
Security OperationsSOCMSPDLPSIEMEndpoint TelemetryISO 27001Cyber Essentials Plus
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Own and run Arc's security helpdesk and day-to-day service delivery
- Act as the primary escalation point for the team and complex client security tickets
- Set, monitor and report on SLAs, ticket queues and workload distribution
- Triage and prioritise incoming security tickets and alerts
- Ensure consistent, high-quality resolution and clear client communication
- Identify recurring issues and drive root-cause fixes
- Design and maintain helpdesk processes, playbooks, runbooks and standards
- Build and maintain security baselines and configuration standards for Microsoft 365, Entra ID and endpoint security
- Create and maintain knowledge base articles, escalation matrices, client-specific notes and onboarding guides
- Review and improve helpdesk tooling, workflows and ways of working
- Lead, coach and develop the security helpdesk team
- Own shift and rota planning
- Conduct quality reviews of ticket handling and provide feedback
- Support client security reviews, hardening recommendations and configuration audits
- Contribute to security consultancy engagements
- Assist with incident response and escalations
- Support Arc's compliance activity related to the helpdesk function
Requirements
What you’ll need- Hands-on leader willing to step into operational workloads when required, support the team during major incidents, and remain actively involved when priorities are high or resources are stretched
- Proven experience leading, or acting as a senior member of, a security helpdesk, SOC or security operations function, ideally within an MSP
- Strong hands-on knowledge of Microsoft 365 security tooling, including Defender, Entra ID and Purview
- Experience building or substantially improving processes, documentation and standards
- Confidence triaging and prioritising a high volume of tickets and alerts under pressure
- Clear communication skills to explain security issues and risk to non-technical clients and colleagues
- People leadership experience, including coaching, performance management and rota or resource planning
- Security certifications such as CompTIA Security+, Microsoft SC-200, or equivalent
- Experience with ITSM or PSA ticketing platforms, such as ConnectWise, Autotask or Halo
- Familiarity with DLP, SIEM or endpoint telemetry tooling
- Exposure to compliance frameworks such as ISO 27001 or Cyber Essentials Plus
- Must have the right to live and work in the UK
- Arc cannot offer sponsorship at this time
Benefits
Comp & perks- A dynamic and supportive working environment
- Competitive salary
- A prominent, high-visibility role shaping how Arc's security helpdesk is run
- Exposure across the security function: helpdesk leadership, proactive services, consultancy and incident response
- Hybrid working from Arc's Basildon office
- Support for relevant certifications and ongoing technical development
- Reasonable adjustments for candidates with disabilities