Helpdesk Manager

CesiumAstro • Westminster, CO

16d

About The Position

Please Note: To conform with the United States Government Space Technology Export Regulations, the applicant must be a U.S. citizen, lawful permanent resident of the U.S., conditional resident, asylee or refugee (protected individuals as defined by 8 U.S.C. 1324b(a)(3)), or eligible to obtain the required authorizations from the U.S. Department of State. At CesiumAstro , we are developers and pioneers of out-of-the-box communication systems for satellites, UAVs, launch vehicles, and other space and airborne platforms. We take pride in our dynamic and cross-functional work environment, which allows us to learn, develop, and engage across our organization. If you are looking for hands-on, interactive, and autonomous work, CesiumAstro is the place for you. We are actively seeking passionate, collaborative, energetic, and forward-thinking individuals to join our team. The Helpdesk Manager leads CesiumAstro’s IT Service Desk operations in support of secure, mission-critical aerospace programs. This role owns the end-to-end user support experience for engineering, manufacturing, and corporate teams, ensuring responsive, high-quality, and compliant resolution of incidents and service requests. The Helpdesk Manager establishes service objectives, drives continuous improvement initiatives, and ensures alignment with federal cybersecurity expectations including NIST 800-171 and CMMC. Operating with broad managerial discretion, this position develops staff, standardizes processes, manages performance metrics, and partners cross-functionally to support secure and scalable IT operations.

Requirements

• Bachelor's degree in a relevant field.
• 1-3 years of relevant leadership or management experience.
• Working knowledge of IT service management principles (ITIL concepts preferred).
• Strong understanding of enterprise endpoint support and identity and access management.
• Experience supporting engineering software environments and secure lab infrastructures.
• Ability to interpret and implement cybersecurity and compliance requirements.
• Demonstrated leadership skills including coaching and cross-functional collaboration.
• Experience of overseeing ITSM/ticketing systems such as ServiceNow or Jira Service Management.
• Strong skills in Microsoft 365 including Exchange, Teams, and SharePoint.
• Experience ensuring support with Windows 11, Windows Server, Ubuntu/Linux, and Active Directory.
• Working knowledge of endpoint management tools such as Intune and virtualization platforms such as VMware, and remote support tools and endpoint security platforms.
• Strong analytical thinking and decision-making skills required.
• Ability to lift IT equipment of up to 25 pounds.

Responsibilities

• Actively execute and resolve service desk tickets, including complex Tier II/III issues, while overseeing daily triage, prioritization, and escalation management aligned to service level objectives.
• Maintain an individual ticket workload in addition to leadership responsibilities to ensure timely resolution of high-impact and technically complex incidents.
• Monitor ticket metrics and personally lead root cause analysis initiatives to reduce repeat incidents and improve service quality.
• Standardize workflows and knowledge documentation to enable consistent and scalable support across Level I and Level II administrators.
• Provide direct technical guidance and day-to-day mentorship to Level I and Level II Helpdesk Administrators, including side-by-side troubleshooting and coaching during incident resolution.
• Review and validate ticket quality, documentation standards, and resolution approaches to elevate team capability and technical depth.
• Lead performance management, hiring, onboarding, and workforce planning to ensure adequate operational coverage during high-demand periods.
• Ensure support processes and individual ticket execution align with ITAR/EAR regulations and cybersecurity requirements such as NIST 800-171 and CMMC.
• Personally enforce endpoint baselines, access controls, and patch coordination standards while partnering with Information Security to maintain audit readiness.
• Model and reinforce proper handling of controlled data and secure practices across engineering and enterprise environments.
• Serve as escalation point for complex or sensitive user-impacting issues, directly engaging stakeholders to drive resolution and restore operations.
• Provide leadership reporting on ticket trends, workload distribution, and recurring technical issues, while recommending corrective actions.
• Drive service management maturity through automation, improved knowledge management, and hands-on identification of process gaps.
• Support budgeting and vendor coordination for end-user technologies while ensuring practical alignment with daily support realities.
• Oversee endpoint lifecycle management and personally validate deployment standards, imaging processes, and configuration compliance.
• Evaluate and recommend technology solutions that improve team efficiency while maintaining direct awareness of frontline operational challenges.

Benefits

• Full-time employment offers include company stock options and a generous benefits package including health, dental, vision, HSA, FSA, life, disability and retirement plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager