IT Help Desk Lead | Information Technology

At BETA Technologies, we apply our intellectual curiosity, passion for aviation, and commitment to sustainability toward a shared mission of revolutionizing electric aviation. Every team member contributes talent and desire to positively impact the environment and lives of others in a refreshing, vibrant, and inclusive culture.

Responsibilities

• Lead day‑to‑day Help Desk operations, including intake, triage, prioritization, and escalation for technology incidents and service requests.
• Provide hands‑on support for endpoint hardware, operating systems, identity and access, productivity platforms, printers, conference‑room audio/video, basic networking, and specialized business applications.
• Coordinate support coverage and workflow across facilities; balance urgent operational needs, planned work, onsite service, and remote support.
• Act as an escalation point and technical coach for Help Desk team members; share troubleshooting practices and build consistent support standards.
• Own or coordinate end‑user lifecycle work, including onboarding, offboarding, device provisioning, asset recovery, and access requests.
• Partner with other leaders across the business to resolve access, endpoint, software, and security‑related issues.
• Create, maintain, and improve support documentation, knowledge articles, and training materials.
• Use ticketing and collaboration data to identify trends, recurring problems, automation opportunities, and process improvements; communicate service risks, progress, and recommendations clearly to IT leadership.

Minimum Qualifications

• 3+ years of IT support, service desk, desktop support, or technical operations experience (or equivalent education/experience).
• Demonstrated ability to lead or coordinate a high‑volume technical support queue, prioritize competing work, and drive requests to resolution with strong customer communication.
• Advanced troubleshooting proficiency across Windows and macOS, with working familiarity with Linux environments.
• Strong technical writing and process‑documentation skills; ability to create clear instructions for both technical and non‑technical users.
• Clear verbal communication with the judgment to escalate appropriately and coordinate across technical and business stakeholders.

Preferred Qualifications

• Experience leading, mentoring, training, or coordinating a technical support team in a multi‑site environment.
• Working knowledge of common industry Service Management, Asset Management, and Documentation tools.
• Familiarity with enterprise engineering, manufacturing, and quality‑management tools such as ERP, PLM, and ALM.

Physical Demands and Work Environment

This is a full‑time, primarily on‑site role based at the Production Facility, with regular support across BETA facilities and occasional travel as business needs require. Off‑hours work may be required for maintenance, incident support, service restoration, facility moves, or planned deployments. The role may require lifting up to 50 pounds when necessary.

Compensation

Salary range: $80,000 – $95,000 USD. Compensation is competitive and based on factors such as skills, experience, industry background, and evolving role needs.

Benefits

• Restricted Stock Units and Performance Stock Units for all full‑time team members.
• On‑site healthcare in Vermont with comprehensive medical, dental, and vision coverage.
• Short‑ and long‑term disability insurance.
• Paid parental leave.
• Daily lunch provided.
• Flight lessons and additional perks.