Delinea · 5 hours ago
Technical Support Manager
Des Moines Metro
Full-time
Hybrid
Mid, Senior Level
3+ years expDelinea is a pioneer in securing human and machine identities through intelligent, centralized authorization. The Technical Support Manager will lead a team of engineers delivering exceptional technical support, ensuring a world-class experience for customers through issue resolution and operational excellence.
Cloud SecurityComplianceCyber SecurityIdentity ManagementInformation TechnologyIT ManagementSecuritySoftware
No H1B
U.S. Citizen Only
Responsibilities
Lead, manage, coach, and develop a team of Support Engineers, ensuring consistent, high-quality support delivery
Manage daily operations, ensuring adherence to SLAs, responsiveness metrics, and escalation procedures
Serve as a key escalation point, providing leadership and oversight during critical customer situations
Build strong partnerships across Delinea teams – including Product Management, Engineering, and Customer Success to accelerate resolution of customer issues
Create, review and present reports summarizing key trends, operational performance, and customer insights to support leadership and ensure consistent, high quality support delivery
Conduct performance reviews, identify development opportunities, and provide coaching & mentoring to help each engineer reach full potential and grow their career at Delinea
Implement and track KPIs to measure success at both team and individual level
Perform root-cause analysis and trend reviews to identify, recommend, and help implement process improvements
Participate in the on-call leadership rotation, including weekend coverage as needed
Visit customer sites as required to strengthen relationships and demonstrates Delinea’s commitment to success
Qualification
Required
BS degree or equivalent (Computer Science or Computer Engineering preferred)
3+ years of direct personnel management experience in an enterprise support organization
Working knowledge or technical foundation in areas such Microsoft Active Directory, Kerberos, LDAP, Directory Services, SSO, SAML, \Nix systems, and MDM concepts etc
Familiarity of cloud technologies such as Azure, AWS, Docker, Kubernetes or GCP
Excellent communication and presentation skills (English required, additional languages a plus)
Experience managing escalations and communicating effectively with both customers and internal stakeholders
Willingness to participate in after-hours or weekend escalation coverage as part of on-call leadership responsibilities
Ability to travel occasionally
Preferred
Demonstrated success leading high-performing technical support teams
Experience applying process improvement frameworks (ITIL, Six Sigma, etc)
Proven ability to drive operational metrics and customer satisfaction
Strong analytical and problem-solving skills with a proactive mindset
Quick learner with a passion for new techniques and improving customer experiences
Prior experience with any Delinea product(s)
Multilingual proficiency (e.g. German, French, Spanish, Japanese, Arabic and Turkish is a plus)
Benefits
Healthcare insurance
Pension/retirement matching
Comprehensive life insurance
Employee assistance program
Time off plans
Paid company holidays
Company
Delinea
Delinea is a provider of privileged access management (PAM) solutions for seamless security
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-03-02Private Equity
2021-03-02Acquired
Leadership Team
Art Gilliland
CEO
Shawn Brady
Vice President Sales, Americas
Recent News
2026-01-23
2026-01-22
BiometricUpdate.com
2026-01-22
Company data provided by crunchbase