Cybersecurity Manager
$117,400–$176,000 year
RemoteUnited States
Job Summary
Lead and manage a team responsible for triaging, prioritizing, and escalating cybersecurity-related requests and incidents across the organization. Oversee the end-to-end lifecycle of cybersecurity requests and incidents within the ITSM platform, ensuring proper categorization, prioritization, and adherence to service-level objectives. Serve as the primary escalation point between business stakeholders and cybersecurity teams, ensuring timely communication and issue resolution. Lead problem management activities for recurring and systemic issues, facilitating root cause analysis with infrastructure, engineering, and security teams. Prepare and present operational metrics and reporting, including SLA performance, incident trends, and service delivery effectiveness. Drive continuous improvement initiatives related to cybersecurity request handling and service management tooling. Coach, mentor, and develop team members by establishing priorities and supporting professional growth. This role is critical to ensuring cybersecurity issues are properly routed, tracked, and resolved while maintaining clear communication with business stakeholders through structured, service-oriented operational processes.
Required Qualifications
- Bachelor's degree in Information Technology, Business Administration, Information Systems, or a related field
- Minimum of five (5) years of experience in IT service management, service desk operations, technical support, or related functions
- At least two (2) years of leadership or supervisory experience managing teams and operational processes
- Experience working with ITSM/service management platforms, including ticketing systems, workflow management, and SLA administration
- Strong knowledge of ITSM frameworks and methodologies, including incident, problem, and change management processes
- Working knowledge of cybersecurity concepts and terminology sufficient to effectively triage and escalate requests and incidents
- Proven leadership, coaching, and team development capabilities
- Excellent written and verbal communication skills, with the ability to translate technical issues for business audiences and business requirements for technical teams
- Strong analytical, problem-solving, and process improvement skills
- Expertise in service management platforms, workflow processes, ticket administration, and SLA management
- Ability to operate effectively in regulated environments and adapt to a fast-paced, evolving organization
- Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences
- Must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require
Desired Qualifications
- Healthcare industry experience
- Experience supporting organizational growth, transformation, and operational change initiatives
- ITIL Foundation Certification (or higher)
- CompTIA Security+ HDI Support Center Manager Certification
- Other relevant IT service management, cybersecurity, or operational leadership certifications
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