IT Helpdesk Manager

Full Time

Denver, COPosted 11 weeks ago

Role Overview

Trueanomalyinc is hiring a IT Helpdesk Manager. This is a full-time role in Denver. Full responsibilities, required qualifications, and the apply link are listed in the description below.

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JiraORTriageITILCompensationBenefitsComplianceSpace

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.

Resposibilities:

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.

Additional Requirements

Work Location: this is a fully onsite role. Candidates must be based in or able to commute to our Denver office daily. Work environment: the work environment; temperature, noise level, inside or outside, or other factors that will affect the person's working conditions while performing the job.

Physical demands: the physical demands of the job, including bending, sitting, lifting and driving. This position will be open until it is successfully filled. To submit your application, please follow the directions below. #LI-Onsite

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

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 do not hesitate to let us.

About Trueanomalyinc

Trueanomalyinc

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Frequently Asked Questions

How do I apply for the IT Helpdesk Manager position at Trueanomalyinc?

Use the Apply button above to submit your application directly to Trueanomalyinc. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.

Where is the IT Helpdesk Manager position at Trueanomalyinc located?

This position is based in Denver. Trueanomalyinc has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.

What does a IT Helpdesk Manager at Trueanomalyinc earn?

Trueanomalyinc has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.

When was the IT Helpdesk Manager role at Trueanomalyinc posted?

This role was posted on April 21, 2026 (80 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.