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Salary: USD 80,000 - 95,000 / annual
BETA Technologies is revolutionizing electric aviation through sustainable innovation. This IT Help Desk Lead role provides hands-on leadership for frontline technology support, coordinating the daily delivery of dependable, secure, and customer-focused IT services across BETA facilities and teams.
You will lead day-to-day Help Desk operations, including intake, triage, prioritization, and escalation for technology incidents and service requests. You'll provide hands-on support for endpoint hardware, operating systems, identity and access, productivity platforms, printers, conference-room audio/video, basic networking, and specialized business applications. You'll coordinate support coverage and workflow across facilities, balancing urgent operational needs, planned work, onsite service, and remote support.
As an escalation point and technical coach for Help Desk team members, you'll share troubleshooting practices and build consistent support standards. You'll own or coordinate end-user lifecycle work, including onboarding, offboarding, device provisioning, asset recovery, and access requests. You'll partner with other leaders across the business to resolve access, endpoint, software, and security-related issues.
You'll create, maintain, and improve support documentation, knowledge articles, and training materials. Using ticketing and collaboration data, you'll identify trends, recurring problems, automation opportunities, and process improvements, communicating service risks, progress, and recommendations clearly to IT leadership.
This is a full-time, primarily on-site role based at the Production Facility in South Burlington, with regular support across BETA facilities and occasional travel as business needs require. Off-hours work may be required for maintenance, incident support, service restoration, facility moves, or planned deployments. The role requires the ability to lift up to 50 pounds when necessary.
**Requirements:**
- 3+ years of IT support, service desk, desktop support, or technical operations experience (equivalent combinations of education and experience considered)
- Demonstrated ability to lead or coordinate a high-volume technical support queue, prioritize competing work, and drive requests to resolution with strong customer communication
- Advanced troubleshooting proficiency across Windows and macOS, with working familiarity with Linux environments
- Strong technical writing and process-documentation skills; ability to create clear instructions for both technical and nontechnical users
- Clear verbal communication with the judgment to escalate appropriately and coordinate across technical and business stakeholders
**Preferred Qualifications:**
- Experience leading, mentoring, training, or coordinating with a technical support team in a multi-site environment
- Working knowledge of common industry Service Management, Asset Management, and Documentation tools
- Familiarity with enterprise engineering, manufacturing, and quality management tools like ERP, PLM, ALM
