IT Helpdesk Manager

YOUR MISSION

We're seeking an experienced IT Helpdesk Manager to lead our Denver helpdesk team and serve as the primary management presence for our Colorado-based technicians. This is a player-coach role where you'll develop and guide a team of technicians while staying close enough to the work to spot problems, unblock your team, and lead by example. If you love building process from scratch, developing early-career talent, and delivering consistently great IT service, this is your role. You'll be joining at a pivotal moment: - A young, technically strong team that needs real leadership and structure - Rapid company growth with a COO mandate to scale IT operations significantly - A greenfield opportunity to establish runbooks, SLAs, and specialty tracks - Real career growth potential as the team and company scale together.

• Lead and mentor Denver-based helpdesk technicians through an existing Team Lead who manages the Denver technicians day-to-day
• Invest in your Team Lead's growth as a first-time people manager
• Conduct regular 1-on-1s, performance reviews, and career development conversations
• Manage workload balancing, on-call rotation, and coverage planning
• Coordinate with the Long Beach Helpdesk Manager for consistent cross-site service delivery

• Own tier 1 SLA compliance and service quality for Denver and Colorado Springs
• Triage and assign incoming tickets for optimal resolution
• Escalate appropriately to IT Infrastructure Engineering when needed
• Ensure the knowledge base and runbooks are maintained, current, and actually used
• Drive first contact resolution rates and user satisfaction

• Identify systemic issues in ticket trends and build solutions, not workarounds
• Partner with the Enterprise Applications Engineer to automate manual workflows
• Build out standard operating procedures for the team's most common work
• Develop specialty tracks so each technician builds real depth, not just breadth
• Champion self-service tooling to improve the employee experience

• Deliver weekly metrics and insights to the Director of IT
• Communicate service disruptions and incidents clearly to stakeholders
• Participate in IT leadership team meetings
• Represent helpdesk in cross-functional projects

• 5+ years in a technical support or helpdesk environment
• 2+ years managing technical teams, ideally in a high-growth or startup context
• A genuine player-coach mindset; you're comfortable leading and still comfortable getting your hands dirty
• Experience with Jira Service Management or a comparable ticketing platform
• Solid working knowledge of Windows and macOS support, cloud identity platforms (Okta, Google Workspace, Microsoft 365), hardware lifecycle management, and remote support tooling
• Strong instincts for prioritization and process; you don't just put out fires, you figure out why they started
• Clear, proactive communicator who works well across teams and time zones

• Experience in aerospace, defense, or a regulated industry
• Familiarity with specialized engineering tools (PLM, CAD, or similar)
• ITIL Foundation or equivalent

Work Location: this is a fully onsite role. Candidates must be based in or able to commute to our Denver office daily. Work environment: the work environment; temperature, noise level, inside or outside, or other factors that will affect the person's working conditions while performing the job.

Physical demands: the physical demands of the job, including bending, sitting, lifting and driving. This position will be open until it is successfully filled. To submit your application, please follow the directions below. #LI-Onsite