IT Support Manager I

Sierra Space Careers:At Sierra Space, we build the missions and systems that keep our world secure in the domain above Earth. Sierra Space team members share a spirit of innovation and collaboration and a belief that we can deliver on the boldest missions in space today. Together with our customers, we aim to safeguard our nation, sustain human presence in space, and secure the freedom of operations in low Earth orbit and beyond. Our success is measured by the trust of those who rely on what we build and deliver, and our technologies keep the United States and its allies mission-ready throughout space.We are mission-driven, and together, we are an extraordinary team.About the RoleThe Manager, IT Technology Support is responsible for leading and optimizing the organization's technical support operations to deliver exceptional service to end users. This role oversees the technical support team, implements service management best practices, and ensures the efficient delivery of IT support services aligned with organizational objectives. The Manager develops and maintains support processes, manages vendor relationships, and drives continuous improvement initiatives while upholding the highest standards of service excellence and organizational values.The Manager, IT Technology Support leads all aspects of technical support operations, including managing and developing high-performing IT support teams while establishing clear performance metrics, service level agreements, and continuous improvement initiatives. This position translates IT strategic initiatives into practical support operations by identifying and executing operational improvements that enhance the end-user experience. The Manager implements and optimizes critical IT support processes such as incident management, problem resolution, and knowledge base development to ensure efficient service delivery. Responsibilities include comprehensive IT asset management, oversight of support ticketing systems, and development of self-service solutions that improve operational efficiency. The Manager maintains IT security protocols and ensures compliance with data protection regulations as they relate to technology support services. This role requires strong financial acumen to manage support operation budgets, forecast resource needs, and optimize technology investments. The Manager serves as a key communicator, translating technical concepts for non-technical stakeholders and effectively managing escalated support issues. Additionally, this position oversees vendor management activities, maintaining productive relationships with IT service providers to ensure quality support delivery. Throughout all activities, the Manager upholds and models company values while fostering a culture of service excellence and holding team members accountable to organizational standards.About YouOur mission is driven by an unyielding commitment to advancing space-based technology in service of our customers and safeguarding national security. We seek individuals who are passionate about innovating beyond boundaries and relentlessly pursuing solutions that protect, preserve and empower – to join us in this critical mission. We’re looking for team members who align with our values, mission and goals – while also meeting the minimum qualifications below. The preferred qualifications are a bonus, not a requirement.Minimum Qualifications:Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent work experience in lieu of degree)Several years of relevant IT support experience with a significant portion in a managerial or leadership roleComprehensive knowledge of IT infrastructure components and ITIL frameworkDemonstrated experience managing and developing IT support teamsStrong understanding of IT security protocols and data protection regulationsProven ability to implement service management best practices in technical support operationsExcellent communication skills with ability to convey technical concepts to non-technical audiencesExperience with IT asset management and support ticketing systemsPreferred Qualifications:ITIL certification (Foundation, Practitioner, or higher)Experience establishing and monitoring service level agreements and performance metricsTrack record of implementing continuous improvement initiatives in IT support environmentsExperience developing and maintaining knowledge base systems and self-service solutionsDemonstrated success in managing support operation budgets and optimizing technology investmentsStrong vendor management experience with IT service providersBackground in developing incident management and problem resolution frameworksExperience driving operational initiatives that measurably enhance end-user experienceCompensation:Pay Range:$121,714.00 - $167,377.75Your actual base compensation will be determined on a case-by-case basis and may vary based on job-related knowledge and skills, education, experience, internal equity and market competitiveness.Elevate Your CareerAt Sierra Space, we are committed to your personal and professional development. We empower you to make profound and meaningful contributions and foster a vibrant culture of collaboration, where teamwork ignites breakthrough innovations. We also offer a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, and more.Sierra Space is an industry-leading space and defense technology company providing satellites, spacecraft, and enabling mission systems and components. We deliver mission-proven technologies to our customers that safeguard our nation, protect space-based assets and enable space exploration.Application Deadline: This role will remain posted until a qualified pool of candidates is identified. Please note: Sierra Space does not accept unsolicited resumes from contract agencies or search firms. Any unsolicited resumes submitted to our website or to Sierra Space team members not through our approved vendor list or Talent Acquisition will be considered property of Sierra Space, and we will not be obligated to pay any referral fees.Sierra Space Corporation is an equal opportunity employer and is committed to working with and providing reasonable accommodations to applicants with disabilities. If you need special assistance or a reasonable accommodation related to applying for employment with Sierra Space or at any stage of the recruitment process, please contact us.SummaryLocation: Louisville, COType: Full time