IT Support Desk Lead

At ispace U.S., we’re not just going to the Moon—we’re redefining how we get there. Our missions push the boundaries of human and robotic exploration, driven by our belief: “Expand our Planet. Expand our Future.” By providing cost-effective lunar transportation, we are pioneering a future where space is within reach for scientific discovery, commercial ventures, and sustainable exploration.  

With locations in Japan, Luxembourg, and the United States, ispace is rapidly growing and leading the way in lunar exploration and development. Our U.S. branch is based in Englewood, Colorado, and focuses on high-capacity payload lunar landers designed to support future lunar missions. Our team is made up of innovators, problem-solvers, and visionaries committed to making space more accessible and fostering the next generation of space exploration. 

Let’s go to the Moon together! Our team is growing, and we are actively seeking talented individuals who share our passion for space. 

We're seeking an experienced Customer Service Leader to drive excellence in our IT support operations. This role will manage our IT ticketing system, incident response, help desk services, and desktop support while ensuring exceptional end-user satisfaction. The ideal candidate combines technical expertise with outstanding leadership abilities to optimize support services and enhance the user experience. A key responsibility includes developing and implementing comprehensive onboarding and training programs for new users.

Key Responsibilities:

Service Management

• Lead end-to-end management of the IT ticketing system, ensuring efficient prioritization and resolution of user issues
• Analyze support metrics to identify service improvement opportunities and implement data-driven solutions
• Develop and execute incident management processes that minimize disruption to business operations

Team Leadership

• Build and mentor a high-performing technical support team focused on service excellence
• Establish clear performance expectations, metrics, and development plans for team members
• Foster a collaborative culture that encourages knowledge sharing and continuous improvement

Technical Support Operations

• Oversee helpdesk and desktop support services to ensure timely resolution of end-user issues
• Manage hardware and software deployments, configurations, and upgrades
• Provide expertise in supporting AWS Virtual Workspaces, optimizing access and performance
• Deliver ad-hoc systems administration support to maintain service reliability

User Experience & Training

• Design and implement comprehensive onboarding programs for new users
• Develop training materials and conduct sessions on IT tools, services, and best practices
• Implement strategies to measure and enhance end-user satisfaction
• Establish regular feedback mechanisms to continuously improve service quality

Performance Management & Reporting

• Create and monitor KPIs for support operations effectiveness
• Prepare executive-level reports on support performance, incident resolution, and customer satisfaction
• Maintain comprehensive documentation of processes and knowledge base resources

Basic Qualifications:

• 5-10 years experience, BS/BA, Masters or combination of equivalent experience and education
• At least 2 years in a leadership role
• Demonstrated expertise with IT ticketing systems and incident management frameworks (ITIL preferred)
• Proven track record of building and developing high-performing technical support teams
• Strong problem-solving abilities with experience managing critical incidents
• Excellent communication skills with the ability to explain technical concepts to diverse audiences.

What will make you stand out:

• ITIL certification
• Experience with AWS Virtual Workspaces or similar virtualization technologies
• Background in creating and delivering technical training programs
• Knowledge of performance metrics and continuous improvement methodologies

#LI-LH1

At ispace, we believe that diverse perspectives drive innovation. We welcome applicants from all backgrounds and experiences, even if you don’t meet every listed requirement. If you’re passionate about our mission and think you can contribute, we encourage you to apply. Your unique skills and experiences may be exactly what we need to grow and succeed together. 

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. Learn more about the ITAR .here.   

ispace is an Equal Opportunity Employer; employment with ispace is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by 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. 

All applicants who are offered employment with ispace US will be subject to a background investigation. Offers of employment are contingent on the successful completion of a background investigation conducted in accordance with Company policies and all applicable laws.

ispace Technologies, US, Inc. is a drug-free workplace. 

ispace Technologies, US, Inc. participates in the E-Verify program.