IT Helpdesk Manager at True Anomaly

Quinte West, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

20 Jul, 26

Salary

140000.0

Posted On

21 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, IT Helpdesk Operations, SLA Management, Jira Service Management, Windows Support, MacOS Support, Okta, Google Workspace, Microsoft 365, Hardware Lifecycle Management, Remote Support, Process Improvement, Technical Mentorship, Incident Management, Automation

Industry

Defense and Space Manufacturing

Description

A new space race has begun. True Anomaly seeks those with the talent and ambition to build innovative technology that solves the next generation of engineering, manufacturing, and operational challenges for space security and sustainability. OUR MISSION The peaceful use of space is essential for continued prosperity on Earth—from communications and finance to navigation and logistics. True Anomaly builds innovative technology at the intersection of spacecraft, software, and AI to enhance the capabilities of the U.S., its allies, and commercial partners. We safeguard global security by ensuring space access and sustainability for all. OUR VALUES Be the offset. We create asymmetric advantages with creativity and ingenuity What would it take? We challenge assumptions to deliver ambitious results It’s the people. Our team is our competitive advantage and we are better together 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. Resposibilities: Team Management 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 Operations & 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 Process Improvement 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 Reporting & Communication 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 Qualifications: 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 Nice to Have Experience in aerospace, defense, or a regulated industry Familiarity with specialized engineering tools (PLM, CAD, or similar) ITIL Foundation or equivalent Compensation Colorado Base Salary: $105,000-$140,000 Equity + Benefits including Health, Dental, Vision, HRA/HSA options, PTO and paid holidays, 401K, Parental Leave Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, location, and experience. Additional Requirements 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 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. True Anomaly is committed to equal employment opportunity on any basis protected by applicable state and federal laws. If you have a disability or additional need that requires accommodation, please do not hesitate to let us.

Responsibilities

The IT Helpdesk Manager will lead and mentor the Denver-based helpdesk team while managing service delivery, SLA compliance, and ticket triage. They are responsible for driving process improvements, automating workflows, and ensuring the maintenance of the knowledge base and runbooks.