Cybersecurity Manager

Thank you for considering a career at Ensemble! Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. We recognize that healthcare requires a human touch, and we believe that every touch should be meaningful. This is why our people are the most important part of who we are. By empowering them to challenge the status quo, we know they will be the difference! O.N.E Purpose: - Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations. - Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation. - Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results. 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 managem