Manager, IT Support and Cyber Security

This posting will close on September 9, 2024.

Helping Save More Lives

That's our mission. It's our business. We are seeking a team player who is passionate about making a commitment to our mission.

RQI Partners is a partnership between the American Heart Association and Laerdal Medical.

We invite you to review the requirements of the position below. If this career opportunity has piqued your interest, RQI Partners wants to hear from you.

Helping Save More Lives. - Our Mission, Our Business.

RQIP Benefits Include:

• Generous PTO & Holidays
• Remote Work Environment (some positions require travel)
• Comprehensive Medical, Dental and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Employee Assistance Program
• Tuition Reimbursement
• Professional Development Opportunities
• Student Loan Repayment Assistance
• Eligibility for Annual Bonus
• Wellness Reimbursement Program
• Pet Insurance

Position Overview:

The Manager, IT Support and Cybersecurity will guide the RQI Partners IT support services and the cybersecurity strategy. This position is responsible for overseeing IT support and infrastructure, cloud services, and safeguarding IT systems from cyber threats. The successful candidate will showcase proficiency in technical support, cybersecurity, and cloud solutions along with superior leadership and strategic planning skills

Position Holder is Accountable For:

IT Support and Helpdesk Management:

• Guide IT support teams to deliver outstanding technical support and customer service
• Formulate and execute IT support policies, procedures, and best practices.
• Monitor helpdesk activities, making sure the problems are solved quickly and efficiently.
• Oversee and manage Fresh Service ITSM and make sure that the tickets are resolved in time with the agreed SLA.
• Keep a check on the hardware and software assets, installations, configurations, provisioning, and upgrades.
• Provide advanced technical support, manage escalations, and maintain high customer satisfaction levels.
• Manage Microsoft cloud infrastructure and key vendor relationships.

Infrastructure and Cloud Management:

• Supervise design, implementation and maintenance of the IT infrastructure including cloud solutions e.g. AWS, Azure, Google Cloud.
• Ensure stability, Integration, and Performance of the IT services including the network service, server management, firewall, and cloud infrastructure.
• Administer projects pertaining to cloud service migration and infrastructure upgrades.

Cyber Security Oversight:

• Develop and implement a detailed cyber security strategy for protecting IT facilities from threats.
• Perform security assessments (Pen Testing), vulnerability testing, social engineering testing, and risk analysis.
• Manage the implementation of security measures, such as firewalls, antivirus software, and intrusion detection systems.
• Ensure compliance with the regulations such as GDPR, PCI, and adhere to frameworks such as ISO270001, CIS 8.0, and NIST CSF.

Strategic Planning and Risk Management:

• Identify IT needs and develop strategic plans to improve IT operations and security.
• Assess and mitigate risks associated with IT infrastructure and cyber security.
• Develop and enforce policies for disaster recovery and business continuity.

Leadership and Development:

• Hire, supervise, train, and mentor IT staff across support, security, and infrastructure.
• Promote a culture of continuous improvement and professional development within IT departments.
• Manage resource allocation, and operational excellence in IT services

Documentation, Compliance, and Reporting:

• Maintain comprehensive documentation of IT processes, incidents, and changes.
• Prepare detailed reports on the status of IT infrastructure, support services, and security for senior management.
• Ensure all IT operations comply with industry standards and organizational policies.

Required Skills and Competencies:

• Education: Bachelor's degree in information technology, Computer Science, Cyber Security, or a related field.
• Experience: Minimum of 6 years in IT support, cyber security, or cloud management, with at least 3 years in a leadership role.
• Certifications: Preferred certifications include CISSP, CISM, ITIL, CompTIA Security+, AWS Certified Solutions Architect, or Microsoft Certified: Azure Solutions Architect.
• Skills:
  • In-depth knowledge of IT infrastructure, cyber security, and cloud services.
  • Strong leadership, problem-solving, and analytical capabilities.
  • Excellent communication, interpersonal, and customer service skills.
  • Proactive in managing multiple projects and adapting to changing priorities.
• This position is hybrid with remote and on-site (Wappingers Falls) requirements.
• Occasional evening or weekend work to handle emergencies.
• On-call availability for urgent IT support and security issues.
• Occasional travel may be required

The estimated annual base salary for this position is $135,000 to $140,000. Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include the qualifications of the individual applicant for the position, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.