Manager, Service Desk

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.
• Own the hardware lifecycle — procurement, deployment, maintenance, and retirement — ensuring all managed devices meet endpoint compliance requirements in partnership with the Security team.
• 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

Compensation

The target salary range is $140,000 - $180,000 (actual range may vary based on experience).

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
• Equity

ITAR Requirements

To 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.

Equal Opportunity Employer

It is the Company’s policy to provide equal employment opportunity for all applicants and employees. The Company does not unlawfully discriminate on the basis of race inclusive of traits historically associated with race (including, but not limited to, hair texture and protective hairstyles, such as braids, locks and twists), color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, transgender status, national origin (including, in California, possession of a drivers license), ancestry, citizenship, age, physical or mental disability, height or weight, medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, genetic information, exercise of reproductive rights, any other basis protected by local, state, or federal laws, or any combination of the above characteristics.