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IT Service Desk Manager

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Hermeus

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Location:
United States , Los Angeles

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

119000.00 - 186875.00 USD / Year
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Job Description:

Hermeus is seeking an experienced IT Service Desk Manager to lead and scale a multi-site support function for a fast-growing aerospace organization building high-speed and hypersonic aircraft. This role owns day-to-day service desk operations, team leadership, IT asset lifecycle management, and process/tooling improvements that enable a high-performance engineering environment. The ideal candidate brings strong technical support leadership experience, a customer-first mindset (including executive support), and the ability to build scalable, compliant IT support operations in a dynamic, mission-driven environment.

Job Responsibility:

  • Lead and develop a team of 6-8 service desk agents across Los Angeles, Atlanta, and Florida
  • Champion a culture of service excellence — including white-glove support for senior leadership — accountability, and continuous improvement within the team
  • Own core service desk operations including ticket management, escalation workflows, and ensuring the team consistently sets and meets expectations with end users
  • Drive and manage IT projects that strengthen the service desk foundation, including process buildouts, tooling improvements, and cross-site standardization
  • Own IT asset inventory and lifecycle management, including procurement, deployment, tracking, and decommission across all locations
  • Continuously improve support processes, documentation, and tooling to scale with company growth
  • Coordinate cross-functional teams on escalations, infrastructure changes, and deployment communications
  • Contribute to compliance efforts related to NIST, CMMC, and FedRAMP by ensuring service desk operations meet documentation and access management requirements

Requirements:

  • 5+ years in IT support or service desk roles, with at least 2 years in a management or team lead capacity
  • Experience managing distributed support operations across multiple office locations
  • Strong working knowledge of Windows, macOS, Linux, and iOS/Android environments
  • Experience with Microsoft Entra ID, Microsoft 365, endpoint management, and identity platforms
  • Familiarity with ticketing systems and project management
  • Demonstrated ability to develop team members and manage performance
  • Excellent communication skills
  • Understanding of compliance frameworks (NIST, CMMC) and how they apply to IT operations
  • Ability to thrive in a fast-paced, high-growth environment
  • Primarily onsite 5 days a week, with flexibility for occasional remote work
  • On-call availability

Nice to have:

  • Experience supporting engineering-heavy organizations
  • Background in building support operations during significant organizational growth
  • ITIL certification
What we offer:
  • 100% employer-paid health care
  • 401k & retirement plans
  • Unlimited PTO
  • Weekly paid office lunches
  • Fully stocked breakrooms
  • Stock options
  • Paid Parental Leave

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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