Please note that we are only accepting applicants within a one-hour radius of Wappingers Falls, NY.

Position Overview:

The Manager, IT Support & Cybersecurity is responsible for leading the organization's IT service delivery, infrastructure, cloud platforms, and cybersecurity strategy. This role ensures secure, scalable, and high-performing IT operations that align with business objectives and regulatory requirements.

This is a hands-on leadership role requiring a balance of strategic planning and direct technical execution. The Manager will operate as both a leader and a senior technical contributor, driving IT strategy while actively supporting complex systems, resolving escalations, and leading implementation of key technology initiatives.

The role is best suited for a "player-coach" leader who thrives in a lean environment and can seamlessly shift between executive-level thinking and hands-on problem solving.

Position Holder is Accountable For:

IT Support and Helpdesk Management

• Lead IT support operations to deliver high-quality technical support and exceptional end-user experience.
• Act as the primary escalation point for complex technical issues across systems, infrastructure, and applications.
• Define and implement IT support policies, procedures, and best practices.
• Oversee ITSM platform (e.g., Freshservice), ensuring SLA adherence and continuous improvement.
• Monitor ticket trends, perform root cause analysis (RCA), and implement long-term solutions.
• Maintain hands-on involvement in troubleshooting and resolution of critical issues.
• Ensure consistent service delivery across all users, locations, and remote environments.

Infrastructure and Cloud Management

• Own the design, implementation, and ongoing management of IT infrastructure including networks, servers, and cloud environments.
• Lead and actively participate in cloud strategy and execution across Azure Cloud.
• Manage and implement SSO integration with external system along with any API development.
• Maintain hands-on responsibility for system administration and troubleshooting.
• Manage identity and access management (IAM), including MFA, conditional access, and role-based access controls.
• Support and optimize Microsoft 365 ecosystem (Exchange, Teams, SharePoint, Intune).
• Drive infrastructure modernization, including cloud migration and system optimization.
• Ensure system reliability, scalability, and cost efficiency.

Cyber Security Oversight

• Develop and execute a cybersecurity strategy aligned with industry frameworks such as National Institute of Standards and Technology (NIST CSF), ISO 27001, and CIS Controls.
• Maintain hands-on involvement in security operations, including vulnerability management, patching, and incident response.
• Implement and manage security controls such as EDR, encryption, firewalls, and intrusion detection systems.
• Lead security incident investigations, root cause analysis, and remediation efforts.
• Ensure compliance with regulatory requirements (e.g., GDPR, PCI).
• Manage third-party security risks and vendor assessments.

Strategic Planning and Risk Management

• Define and execute a multi-year IT and cybersecurity roadmap aligned with business goals.
• Establish IT governance, policies, and operational standards.
• Evaluate and implement emerging technologies to improve efficiency and innovation.
• Lead enterprise-wide IT risk assessments and mitigation strategies.
• Develop, implement, and test disaster recovery and business continuity plans.
• Ensure resilience and availability of critical systems and data.
• Maintain backup, recovery, and redundancy strategies with hands-on validation.

Leadership and Development

• Build, mentor, and lead a high-performing IT team.
• Operate in a player-coach capacity, contributing directly to execution while leading the team.
• Establish clear roles, responsibilities, and accountability frameworks.
• Manage resource allocation, workload prioritization, and capacity planning.
• Drive hiring, onboarding, and retention strategies.
• Foster a culture of ownership, collaboration, and continuous improvement.
• Provide hands-on guidance and technical mentorship to team members.

Vendor and Stakeholder Management

• Manage relationships with IT vendors, managed service providers, and security partners.
• Negotiate contracts, SLAs, and licensing agreements.
• Collaborate with business stakeholders to align IT services with operational priorities.
• Act as a trusted advisor to senior leadership.

Documentation, Compliance, and Reporting

• Maintain accurate documentation of IT systems, configurations, and processes.
• Provide regular reporting on IT performance, security posture, and operational metrics.
• Ensure compliance with organizational policies and industry standards.
• Prepare executive-level updates and dashboards.

End-User Technology, Hardware & Mobility Management

• Oversee the full lifecycle of end-user devices including procurement, provisioning, refresh, and decommissioning.
• Maintain hands-on involvement in endpoint management (Intune) and device configuration.
• Define and enforce BYOD and corporate device policies.
• Manage mobile device programs, carrier relationships, and cost optimization.
• Ensure endpoint security through encryption, EDR, and zero-trust principles.
• Support onboarding and offboarding processes with direct technical oversight.

AI Strategy, Governance & Enablement for IT

• Define and lead AI initiatives within IT to improve operations, automation, and service delivery.
• Evaluate and implement AI-driven tools (AIOps, intelligent ticketing, automation platforms).
• Support and guide adoption of AI-powered tools such as Microsoft Copilot.
• Establish governance for responsible AI usage, including data privacy and security.

Required Skills and Competencies:

• Bachelor's degree in information technology, Computer Science, Cybersecurity, or related field.
• Minimum of 7 years of progressive IT experience.
• Minimum 3 years in leadership roles managing IT teams.
• Demonstrated ability to personally implement and support technical solutions across infrastructure, cloud, and security.
• Experience with ITSM frameworks (ITIL), enterprise cloud platforms, and cybersecurity programs.
• Proven ability to operate in a hands-on, player-coach leadership role.
• Strong technical expertise in Microsoft 365, endpoint management (Intune), and cloud platforms (Azure/AWS).
• Experience with identity and access management, security controls, and endpoint protection tools.
• Proficiency in scripting and automation (PowerShell or similar).
• Strong understanding of networking fundamentals (DNS, VPN, firewalls, routing).
• Ability to troubleshoot and resolve complex, cross-system issues independently.
• Ability to balance strategic priorities with operational and technical execution.

Additional Requirements:

• On-call availability for critical IT and security incidents.
• Ability to respond to issues outside standard business hours.
• Occasional travel may be required.
• Hybrid work environment (remote and on-site (Wappingers Falls) expectations).

The estimated annual base salary for this position is $140,000 to $150,000. 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.

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
• Paid Family Leave

Department Business Systems Role Manager, IT Support & Cyber Security Locations Wappingers Falls, NY Remote status Hybrid Employment type Full-time