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Apex manufactures satellite buses at scale for the commercial space industry, combining software, vertical integration, and hardware designed for manufacturing. The company enables earth observation, communications, and other critical space-based services.
The Help Desk Lead is a working technical manager responsible for leading day-to-day help desk operations while providing hands-on Tier 1 and Tier 2 technical support. This role manages and prioritizes trouble tickets, assigns work to help desk technicians, escalates issues to Tier 3 or appropriate IT teams, and actively participates in troubleshooting and resolution.
Key Responsibilities:
• Lead and mentor the help desk team while providing hands-on Tier 1 and Tier 2 technical support
• Monitor, prioritize, assign, and manage help desk tickets based on urgency, workload, and technician skill level
• Troubleshoot hardware, software, operating system, application, network, and user-access issues across Windows, macOS, iOS, Android, and Linux environments
• Provide technicians with troubleshooting guidance and solutions for difficult or unfamiliar issues
• Escalate unresolved issues to Tier 3 or appropriate IT teams and ensure proper follow-up through resolution
• Step in and work tickets directly when additional technical support is needed
• Mentor, coach, and provide technical direction to help desk technicians
• Ensure tickets are properly documented, escalated, and resolved in accordance with established procedures
• Collaborate with the IT Manager on technical issues when needed
Requirements:
• Bachelor's degree in Information Technology, Computer Science, or related field
• 3–5 years of experience in IT help desk, desktop support, or technical support
• 1–2 years of experience in a Help Desk Lead, Senior Technician, or supervisory/lead role
• Strong hands-on troubleshooting and problem-solving skills
• Working knowledge of Windows, macOS, iOS, Android, and Linux
• Ability to quickly learn new technologies, systems, applications, and procedures
• Ability to manage, assign, prioritize, and escalate trouble tickets
• Ability to lead and support a technical help desk team while remaining hands-on
• Ability to analyze technical issues and provide practical troubleshooting options and solutions
• Strong communication, organization, decision-making, and customer service skills
• Experience with ITSM/ticketing systems and technical documentation
• Must be a US Citizen or meet ITAR eligibility requirements (lawful permanent resident, refugee, or asylee)
• Must be able to work full-time on-site at Playa Vista office in Los Angeles
