IT Support Manager

Sierra Space; Louisville (KY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

FSAs

Health Savings Account

Life & AD&D insurance

Disability insurance

401K plan with match

Employee assistance program

Education reimbursement

Job summary

Sierra Space is seeking a Manager of IT Technology Support to lead and optimize its end-user support operations in Louisville, KY. You will oversee a high-performing team, drive service excellence, and align IT support with organizational goals.

The role requires strong IT security know-how, ITIL expertise, and proven leadership. A Bachelor's degree or equivalent experience is expected, with a focus on delivering reliable, scalable support services that protect data and enhance user experience.

Qualifications

• Strong understanding of IT security and data protection regulations.
• Proven ability to implement service management best practices in technical support operations.
• Several years of IT support experience with managerial or leadership role.
• Excellent communication skills for non-technical audiences.
• Bachelor’s degree or equivalent work experience in related field.
• Experience with IT asset management and ticketing systems.

Responsibilities

• Lead and optimize IT technology support operations and teams.
• Develop and maintain support processes, metrics, and SLAs.
• Manage vendor relationships and continuous improvement initiatives.
• Translate IT strategy into practical support operations and budgets.

Skills

IT security

ITIL

Vendor management

Leadership

Service management

Budget management

Communication

Stakeholder management

Education

Bachelor's degree in Computer Science/IT/Business

Job description

• The 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 oversaw 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

Benefits

• Medical Coverage: We offer two comprehensive medical plans, a PPO and an HDHP, designed to prioritize the well-being of our team members
• Dental Coverage: HMO and PPO dental plans are aimed at promoting optimal oral health and reducing costs
• Vision Coverage: Our vision plan offers access to a wide range of in-network and out-of-network providers
• Flexible Spending Accounts: Maximize savings and use pre-tax dollars to pay for medical and dependent care expenses
• Health Savings Account: This tax-advantaged savings account allows team members to set aside pre-tax funds to cover qualified medical expenses
• Life and AD&D Insurance: Comprehensive Basic and Supplemental Life and Accidental Death and Dismemberment (AD&D) insurance offers financial protection to your family
• Disability Insurance: Short-term and long-term disability insurance provides wage replacement should you suffer a disability that prevents you from working
• 401K Profit Sharing Plan: Employees may contribute 1% to 100% of base salary up to the annual IRS maximum. Employer match provided with a 5-year vesting schedule
• Employee Assistance Program: Confidential service available 24/7 that provides assessment, counseling, resources and referrals to employees
• Professional Development / Educational Reimbursement Plan: Reimbursement for undergraduate and graduate tuition, books and fees.

Our 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 missionWe’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 requirementStrong understanding of IT security protocols and data protection regulationsProven ability to implement service management best practices in technical support operationsSeveral years of relevant IT support experience with a significant portion in a managerial or leadership roleExcellent communication skills with ability to convey technical concepts to non-technical audiencesBachelor’s degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent work experience in lieu of degree)Experience with IT asset management and support ticketing systemsDemonstrated experience managing and developing IT support teamsComprehensive knowledge of IT infrastructure components and ITIL frameworkITIL 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 investmentsExperience driving operational initiatives that measurably enhance end-user experienceStrong vendor management experience with IT service providersBackground in developing incident management and problem resolution frameworks