IT Helpdesk Manager

True Anomaly•Denver, CO

1d•Onsite

About The Position

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.

Requirements

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 Haves

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

Responsibilities

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