To Help Save More Lives

RQI Partners is a mission-driven partnership between the American Heart Association and Laerdal Medical, transforming how resuscitation training is delivered so more people receive lifesaving care.

We work across the healthcare landscape to ensure clinicians and lay responders are confident and competent — every patient, every time.

Founded in 2018, we’re growing fast and looking for people passionate about making an impact. Learn more about the role below!

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