The Role:We are seeking an experienced Service Desk Manager to lead our IT support function and deliver a high-quality support experience for employees across the organization. This role is responsible for managing day-to-day service desk operations, improving service delivery processes, developing support staff, and ensuring timely resolution of technical issues. This role works closely with IT leadership and cross-functional teams to maintain a reliable, responsive, and user-focused support environment. You should be equally comfortable leading a team, solving escalations, and calmly explaining for the fifteenth time that restarting really fixes a lot of issues.
What You'll Do- Lead daily IT service desk operations, managing ticket queues, incident trends, escalations, SLAs, and serving as the escalation owner for P1/P2 incidents outside business hours.
- Manage, coach, and develop a team of Tier 1 and Tier 2 analysts - including hiring, scheduling, performance reviews, career development, and accountability to team KPIs (CSAT, MTTR, first-contact resolution, SLA compliance).
- Build and maintain a structured IT knowledge base, championing a shift-left strategy to enable end-user self-service.
- Oversee the full end user hardware lifecycle - procurement, deployment, maintenance, and retirement - ensuring all managed devices meet endpoint compliance requirements in partnership with the Security team.
- Own joiner/mover/leaver workflows, ensuring timely device provisioning, account setup, and access revocation in coordination with HR and IT.
- Own and optimize the ITSM platform configuration, including automation, routing rules, and configuration change management, and establish team guidelines for responsible AI/LLM use.
What We're Looking For- 5+ years of IT support or service desk experience, with at least 2 years in a leadership or supervisory role
- Strong understanding of IT service management principles, with hands-on experience in tools such as Jira Service Management, Freshservice, ServiceNow, or Zendesk
- Strong knowledge of end-user computing, including hardware support, identity and access management, common SaaS applications, and troubleshooting practices
- Demonstrated experience owning SLAs and using metrics to manage performance and improve service quality
- Proven track record building or significantly improving a knowledge base, with a focus on self-service and shift-left support
- Experience managing or participating in an on-call rotation for high-priority incidents
- Excellent communication, leadership, and problem-solving skills, with the ability to manage competing priorities in a fast-paced environment
What Will Set You Apart- ITIL Foundation certification (v3 or v4)
- Scripting or automation experience (PowerShell, Python) and familiarity with IaC tools (Terraform, Ansible) and Git-based workflows applied to IT ops
- Experience in a high-growth or multi-site environment
- Experience with endpoint management platforms (Intune, JAMF, or similar), including Microsoft 365 and Okta
- Familiarity with CMMC, SOC 2, or other compliance frameworks that affect IT operations
- Hands-on experience using AI or LLM tools (e.g. Claude, Copilot, ChatGPT) to improve personal or team productivity in an IT context
- Experience supporting factory or warehouse environments, including ruggedized devices, shared workstations, or OT/industrial equipment, with an understanding of strict change control requirements around production-floor systems
Benefits- Medical, dental, vision, and life insurance plans for employees
- 401k
- Relocation support may be provided for certain situations, based on business need.
- Flexible vacation policy
ITAR RequirementsTo conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
