IT Security & Support Manager

ZRG • New York, NY

11h

About The Position

We are seeking a dynamic and experienced IT Security & Support Manager to lead a team of professionals in a high-tier to senior support structure. This role combines hands-on technical expertise with strategic leadership, overseeing both cybersecurity and support operations. The successful candidate will manage complex security and support challenges, drive process improvements, and deliver white-glove service to ensure operational excellence and robust protection against threats.

Requirements

• Bachelor's degree in Computer Science or related field;
• 5+ Experience in IT security and support, with a strong background in managing high-tier support tickets and escalations in a senior support structure;
• Understanding of infrastructure, systems, and network cybersecurity, with hands-on experience in Intune, MS Defender, MDR, EDR, and penetration testing;
• Demonstrated ability to lead and manage a team, balancing strategic oversight with hands-on technical involvement;
• Experience delivering white-glove support, ensuring high-quality service and stakeholder satisfaction;
• Strong analytical skills with experience in deep-dive investigations into compromised accounts and malicious system activity;
• Excellent verbal and written communication skills to coordinate with team members, stakeholders, and leadership.

Responsibilities

• Team Leadership: Manage and mentor a team, fostering a collaborative and high-performing environment while overseeing daily operations. Develop and execute the overall strategy for IT support coverage (with full-time or 24/5 support model)
• Infrastructure management: Oversee support for all aspects of physical technology infrastructure including in-office and work from home setups and covering computer/desktop support (Windows and Mac OS), network devices, video conferencing and other peripherals
• Cyber-security Management: Oversee network operations, including infrastructure, systems, and network security. Manage and fine-tune tools such as Intune (an evolving project with ongoing updates and process improvements), MS Defender, MDR, EDR, and conduct penetration testing to ensure robust security protocols.
• Support Operations: Manage high-tier support tickets, lead escalations, and provide hands-on resolution of complex issues, including compromised accounts and malicious system activity.
• Threat Investigation: Perform deep-dive investigations into security alerts to identify, analyze, and mitigate potential threats, ensuring system integrity and user safety.
• White-Glove Support: Deliver exceptional, high-touch support to internal and external stakeholders, maintaining a customer-focused approach to issue resolution.
• Process Improvement: Drive continuous improvement in security and support processes, particularly with ongoing projects like Intune, to enhance efficiency and effectiveness.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager