IT Support Manager I

Sierra Space; Louisville (KY); On-site; USD 90,000 - 120,000; Full time

Job summary

Sierra Space is hiring a Manager, IT Technology Support to lead and optimize our technical support operations in Louisville, KY. You will oversee a high-performing team, implement ITIL practices, manage vendor relationships, and drive improvements to incident response, knowledge base, and self-service capabilities.

The role requires strong communication skills to translate technical concepts for non-technical stakeholders, robust IT security knowledge, and ability to manage budgets and resources

Qualifications

• Bachelor's degree or equivalent work experience in IT service management.
• Several years of IT support experience with leadership responsibilities.
• Strong knowledge of IT infrastructure components and ITIL.

Responsibilities

• Lead and optimize the organization's IT technical support operations.
• Oversee a high-performing IT support team and define performance metrics and SLAs.
• Manage vendor relationships and drive continuous service improvements.
• Implement incident management, problem resolution, and knowledge base improvements.
• Oversee IT asset management and support ticketing systems; develop self-service options.
• Maintain IT security protocols and compliance with data protection regulations.
• Forecast budgets and manage resources for supported environments.
• Translate technical concepts for non-technical stakeholders and manage escalations.

Education

Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field

Job description

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 Role

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 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 You

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 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 role
• Comprehensive knowledge of IT infrastructure components and ITIL framework
• Demonstrated experience managing and developing IT support teams
• Strong understanding of IT security protocols and data protection regulations
• Proven ability to implement service management best practices in technical support operations
• Excellent communication skills with ability to convey technical concepts to non-technical audiences