Manager, IT Service Delivery and Digital Workplace Operations

Karman Space & Defense is a leader in the rapid design, development, and production of critical, next-generation system solutions that align with the U.S. Department of War and its allies' core mission priorities, and meet the accelerating demand for access to space. Building on nearly 50 years of success, we deliver Payload & Protection Systems, Aero/Hydrodynamic Interstage Systems, and Propulsion & Launch Systems to more than 80 prime contractors supporting over 130 space and defense programs.

In this role, you will lead frontline IT service delivery, workplace technology operations, and support readiness across multiple Karman sites. You will manage the support team, set operational priorities, and ensure consistent execution of ITIL‑aligned processes. As a hands‑on manager, you will oversee service desk and site support functions, endpoint operations, Microsoft 365 / GCC High support, asset controls, and technology readiness. You will translate enterprise direction into daily execution, partner closely with technical and business leaders, and drive measurable improvements in service quality, operational reliability, and customer experience.

Responsibilities

• Leads site-level IT service delivery by establishing service targets, analyzing performance, implementing reporting, and driving corrective actions that improve response times, resolution consistency, and user satisfaction.
• Designs support structures by defining support tiers, technician assignments, escalation paths, team handoffs, and ticket quality standards within approved staffing and enterprise guidance.
• Manages escalations and vendor performance, coordinates with Infrastructure Engineering and Cybersecurity, and oversees resolution of service-impacting issues within delegated authority.
• Drives operational process improvement by analyzing service trends, addressing recurring issues, and implementing changes that enhance reliability and efficiency.
• Plans and delivers operational technology projects, including regional deployments, equipment refreshes, and migration-related activities, while managing staffing, milestones, and outcomes.
• Represents IT to site leadership through regular site visits, performance reviews, and translation of business priorities into actionable support commitments.
• Manages team performance by setting goals, coaching employees, providing feedback, and participating in hiring and staffing recommendations.
• Oversees endpoint lifecycle operations including imaging, configuration, deployment, refresh, and decommissioning of laptops, desktops, mobile devices, and shop‑floor systems.
• Directs technical escalations for hardware, operating system, driver, and connectivity issues and provides hands‑on support as needed.
• Ensures endpoint compliance by reviewing device health, patching, encryption, and protection results and assigning remediation actions.
• Oversees Microsoft 365 / GCC High support operations across email, Teams, SharePoint, OneDrive, and policy-related issues, coordinating changes with platform owners.
• Ensures secure handling of controlled information and accurate execution of access requests in accordance with approved security requirements.
• Establishes support readiness for assigned sites and manages support for printers, scanners, shop-floor workstations, peripherals, AV equipment, and connected devices.
• Leads M\&A onboarding workstreams, assessing support needs, planning integrations, and aligning sites with Karman's operating standards.
• Owns asset control procedures related to receiving, tagging, assignment, storage, and disposal of hardware in accordance with enterprise policy.
• Maintains accurate inventory records and oversees license utilization, inventory audits, and secure equipment disposal.
• Executes security protocols for identity verification, access requests, password resets, and physical security, ensuring operational audit readiness for CMMC and SOX requirements.
• Oversees creation and maintenance of SOPs, troubleshooting guides, user instructions, and knowledge base content to strengthen team capability.
• Identifies workflow bottlenecks and implements improvements to ticketing processes, communication, and support efficiency.
• Leads operational service reviews covering performance, risks, capacity needs, and improvement plans, and monitors operational spending within approved limits.

Required Qualifications

• 7-10 years of progressive corporate IT experience in service desk, desktop, field support, or systems administration roles, including at least 2 years leading an IT support team with responsibility for work allocation, coaching, and performance accountability.
• Associate's or Bachelor's degree in Information Technology preferred; equivalent experience accepted.
• Experience managing technician workloads, service metrics, ticket quality, escalations, and continuous improvement within an enterprise Information Technology Service Management (ITSM) platform.
• Deep familiarity with Windows 10/11, user provisioning, and administration within Microsoft 365 / GCC High environments.
• Practical understanding of corporate networking concepts including virtual private network (VPN), Wi‑Fi, Domain Name System (DNS), and Dynamic Host Configuration Protocol (DHCP) for guiding field support troubleshooting.
• Demonstrated ability to set priorities, manage coverage, coach employees, address performance concerns, and make sound operational decisions.
• Ability to travel to Karman facilities and handle IT equipment weighing up to 40 lbs with reasonable accommodation.

Preferred Qualifications

• Experience leading IT support teams in aerospace, defense, high‑regulation environments, or heavy manufacturing.
• Hands‑on exposure to tools such as Entra ID, Microsoft Intune, Autopilot, and Microsoft Defender for Endpoint.
• Understanding of compliance requirements related to SOX, SOC 2, Cybersecurity Maturity Model Certification (CMMC), National Institute of Standards and Technology (NIST) 800‑171, Defense Federal Acquisition Regulation Supplement (DFARS), and ITAR.
• Certifications such as CompTIA A+, Network+, Security+, or Information Technology Infrastructure Library (ITIL) Foundation.
• Experience supporting Teams Rooms, shop‑floor terminals, or network‑closet hardware.

This position requires U.S. person status under U.S. export control laws, including U.S. citizens and nationals, lawful permanent residents, refugees, and asylees.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off
• Health Savings Account (HSA) with company contribution
• Flexible Spending Accounts (FSA)
• Company‑paid life and AD\&D insurance
• Short‑ and long‑term disability coverage
• Tuition reimbursement

Karman Space and Defense is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, protected veteran status, or any other status protected by applicable law.