IT Helpdesk Manager

Trueanomalyinc; Denver (CO); On-site; USD 105,000 - 140,000; Full time

Benefits offered by this job

Health benefits

401K

Parental Leave

Job summary

True Anomaly is looking for an experienced IT Helpdesk Manager in Denver to lead a dynamic team. In this pivotal role, you will mentor technicians while ensuring high-quality IT support and service delivery. It’s a great opportunity to establish processes from the ground up and grow the team's potential. Candidates should possess strong technical support experience and leadership skills, with a focus on continuous improvement and effective communication.

The position includes a salary range of $105,000 to $140,000 based on experience, along with equity and comprehensive benefits.

Qualifications

• 5+ years in a technical support or helpdesk environment.
• 2+ years managing technical teams in a high-growth context.
• Comfortable leading and getting hands dirty.

Responsibilities

• Lead and mentor Denver-based helpdesk technicians.
• Own tier 1 SLA compliance and service quality.
• Identify systemic issues in ticket trends.

Skills

Technical support expertise

Team management experience

Jira Service Management proficiency

Windows and macOS support knowledge

Strong communication skills

Tools

Jira Service Management

Cloud identity platforms

Job description

Space is a warfighting domain. True Anomaly seeks those with the talent and ambition to build the technology that secures it.

OUR MISSION

True Anomaly delivers decisive capabilities for space superiority. We build autonomous spacecraft, advanced payloads, mission software, and space-based interceptors — enabling the U.S. and its Allies to secure the space environment and counter threats from the ultimate high ground.

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

RESPONSIBILITIES

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.

WORK LOCATION

This is a fully onsite role. Candidates must be based in or able to commute to our Denver office daily.

PHYSICAL DEMANDS

Physical demands include bending, sitting, lifting and driving.

EEO STATEMENT

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 let us know.