Mission Brief

We are seeking a hands-on Manager IT Support & Manufacturing to lead and oversee end-user technical support operations across both our administrative (IT) and operational/plant floor (OT) environments. In this role, you will act as a hands-on Technical Lead and Service Manager, ensuring fast, reliable, and high-quality technical assistance for office staff, facility personnel, and shop-floor operators.

This is a hands-on lead position designed for a senior support specialist or helpdesk lead who excels at troubleshooting end-user hardware, OS environments, peripherals, and software tools while carrying a manager-level title. You will be responsible for end-user satisfaction, ticket queue management, device lifecycle provisioning, and acting as the top escalation point for user-facing technical issues.

Your Role in Our Space Mission:

End-User Support Leadership & Operations

Hands-on Technical Leadership: Act as the primary escalation point (Level 2/3) for complex end-user support tickets, troubleshooting hardware, operating systems, applications, and peripherals.
Service Desk Management: Oversee support ticket queues, SLA performance, service desk workflows, and issue prioritization across corporate offices and operational/plant areas.
User Onboarding & Lifecycle: Manage hardware provisioning, asset intake, user profile setups, workstation deployments, and device offboarding.
Vendor Coordination: Work with hardware OEMs, printer/peripheral vendors, and external service providers to resolve end-user equipment repairs and replacements.

Office IT User Support

Desktop & Device Support: Provide comprehensive support for Windows, macOS, and Linux (Debian/Ubuntu) desktop workstations, laptops, mobile devices, and office printers.
Productivity & SaaS Tools: Help users navigate and resolve issues within core business applications (Microsoft 365, local software, client tools, and videoconferencing systems).
Identity & Access Requests: Manage user access creation, password resets, role assignments, and group permissions in Active Directory / Entra ID.

Shop-Floor & OT Support

Industrial & Field End-User Devices: Provide hands-on support for shop-floor workstations, ruggedized laptops, industrial PCs (IPCs), touch panels/HMIs, barcode scanners, and label printers.
Field-Level Troubleshooting: Assist operational staff and machine operators with local software installation, client application connectivity, terminal software, and physical interface cables.
OT Support Coordination: Collaborate with plant managers and machine operators to ensure minimal end-user downtime during operational shifts.

Documentation & Scripting Overview

Support Documentation: Maintain internal knowledge base articles, standard operating procedures (SOPs), and user quick-reference guides.
Automation & Scripting (Conceptual): Solid conceptual understanding of basic Bash, PowerShell, or Python scripts—ability to run, understand, and use existing automation scripts for bulk user account creation or software deployment.

Qualification Checklist

Technical Requirements

Operating Systems: Advanced proficiency with Windows 10/11, Linux desktop environments (Debian/Ubuntu/RHEL), and mobile OS (iOS/Android).
Hardware & Peripherals: Deep troubleshooting knowledge of desktop/laptop hardware, docking stations, industrial PCs, barcode scanners, thermal printers, and office AV setup.
Support Tools: Hands-on experience with ITSM / Helpdesk ticketing systems, remote support tools (e.g., TeamViewer, AnyDesk), and Endpoint Management (e.g., Intune).
Identity Management: Practical experience with Active Directory, Entra ID, and user permission management.
Basic Scripting (Conceptual): Ability to understand and execute existing PowerShell, Bash, or Python scripts used for client onboarding and endpoint administration.

Qualifications & Experience

3–5+ years of hands-on experience in IT Support, Helpdesk, Desktop Support, or Technical Customer Service, with experience acting as a team lead, senior support engineer, or manager.