What are the responsibilities and job description for the IT Service Desk Manager position at Hermeus?
Hermeus is a high-speed aircraft manufacturer focused on the rapid design, build, and test of high-Mach and hypersonic aircraft for the national interest. Working directly with the Department of Defense, Hermeus delivers capabilities that will ensure that our nation, and our allies, maintain an asymmetric advantage over any and all potential adversaries.
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.
\n- 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
- 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 — you're comfortable interfacing with senior leadership and explaining technical concepts to non-technical stakeholders
- Understanding of compliance frameworks (NIST, CMMC) and how they apply to IT operations (aerospace or defense industry experience is a strong plus)
- Ability to thrive in a fast-paced, high-growth environment where priorities shift and resourcefulness matters
- Primarily onsite 5 days a week, with flexibility for occasional remote work
- On-call availability
- Experience supporting engineering-heavy organizations
- Background in building support operations during significant organizational growth
- ITIL certification
#LI-Onsite
U.S. EXPORT CONTROL COMPLIANCE STATUS
The person hired will have access to information and items subject to U.S. export controls, and therefore, must either be a “U.S. person” as defined by 22 C.F.R. § 120.62 or otherwise eligible for deemed export licensing. US persons include U.S. citizens, U.S. nationals, lawful permanent residents (green card holders), and asylees and refugees with such status granted, not pending.
EQUAL OPPORTUNITY
Hermeus is an Equal Opportunity Employer. Employment decisions at Hermeus are based solely on merit, competence, and qualifications, without regard to race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.
Salary : $119,000 - $186,875