The Opportunity:

Ensemble Health Partners is seeking a Cybersecurity Manager to oversee the intake, triage, and escalation of cybersecurity requests and incidents across the organization. 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.

Essential Job Functions:

• Lead and manage a team responsible for triaging, prioritizing, and escalating cybersecurity-related requests and incidents, ensuring timely handoff to appropriate technical and security teams.
• 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.
• Apply ITSM frameworks and best practices, including incident, problem, and change management processes, through structured and auditable workflows.
• Serve as the primary escalation point between business stakeholders and cybersecurity teams, ensuring timely communication and issue resolution.
• Manage the cybersecurity service catalog, including request fulfillment and access-related services, in collaboration with technical subject matter experts.
• Lead problem management activities for recurring and systemic issues, facilitating root cause analysis with infrastructure, engineering, and security teams.
• Coordinate with cybersecurity and compliance teams to support audits, assessments, and evidence requests.
• Prepare and present operational metrics and reporting, including SLA performance, incident trends, ticket volumes, escalation trends, and service delivery effectiveness.
• Drive continuous improvement initiatives related to cybersecurity request handling, incident management processes, and service management tooling.
• Coach, mentor, and develop team members by establishing priorities, reviewing performance, and supporting professional growth.
• Develop leadership reporting that provides visibility into escalation volumes, operational performance, and organizational risk trends.

Employment Qualifications:

• Bachelor's degree in Information Technology, Business Administration, Information Systems, or a related field; or equivalent combination of education and experience.
• 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.
• Experience working with ITSM/service management platforms, including ticketing systems, workflow management, and SLA administration.
• Healthcare industry experience preferred.
• Experience supporting organizational growth, transformation, and operational change initiatives preferred.

Preferred Certifications:

• ITIL Foundation Certification (or higher)
• CompTIA Security+
• HDI Support Center Manager Certification
• Other relevant IT service management, cybersecurity, or operational leadership certifications preferred but not required.

Knowledge, Skills and Abilities:

• 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. Deep technical cybersecurity expertise is not required.
• 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.
• This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.
• This position pays between $117,400-176,000 based on experience

This posting addresses s state specific requirements to provide pay transparency. Compensation decisions consider many job-related factors, including but not limited to geographic location; knowledge; skills; relevant experience; education; licensure; internal equity; time in position. A candidate entry rate of pay does not typically fall at the minimum or maximum of the role9s range.

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