IT Service Desk Manager

What you'll do:

• Support day-to-day IT operations including infrastructure, endpoints, networking, and enterprise applications  
• Partner up with Cybersecurity team to maintain all company endpoints 
• Ensure high availability, performance, and security of IT systems  
• Assist in implementing IT policies, standards, and procedures  

• Support and improve ITSM processes (incident, request, change, and problem management)  
• Drive adoption of ITIL-aligned best practices  
• Monitor service metrics and help improve SLA performance  

• Oversee conference room technology, collaboration tools, and digital signage  
• Ensure reliable A/V experiences for meetings, executive presentations, and events  
• Troubleshoot and coordinate upgrades or deployments

• Operate within a regulated environment (e.g., ITAR/EAR, CUI considerations)  
• Support compliance and security initiatives aligned with frameworks such as NIST  
• Assist with audits, documentation, and vendor reviews

• Provide guidance to junior IT staff and service desk personnel  
• Act as an escalation point for complex technical issues  
• Foster a customer-focused IT culture  

What you'll bring:

• 10+ years of experience in Information Technology  
• Prior experience managing or leading IT projects  
• Foundational leadership or team lead experience (formal management a plus)  
• Experience working in an aerospace, manufacturing, or other regulated environment  
• Strong understanding of IT infrastructure (servers, networking, cloud, endpoints)  
• Experience with ITSM tools (Jira) and processes (incident, change, request management)  
• Hands-on experience with Audio/Visual (A/V) technologies  
• Strong troubleshooting and problem-solving skills  
• Excellent communication and stakeholder management skills 

• Must be able to bend, crouch, reach, and crawl on occasion (I.e. running network cables and installing hardware)  

Benefits and Perks

• Join a team of best-in-class engineers building the foundation of planetary surface exploration
• Equity ownership in the company
• Comprehensive health benefits, including medical, dental, vision, and mental health support
• 401(k) plan with company match
• Flexible PTO and parental leave
• Home office set up reimbursement
• Weekly lunch stipend, plus complimentary snacks and beverages on-site
• Once a month social hour on-site with food and drinks