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Isar Aerospace, a fast-growing space technology company building sustainable launch solutions for small and medium-sized satellites, is seeking a hands-on Manager IT Support & Manufacturing to lead end-user technical support operations across administrative (IT) and operational/plant floor (OT) environments.
This is a hands-on leadership role designed for a senior support specialist or helpdesk lead who excels at troubleshooting while carrying a manager-level title. You will act as the primary escalation point (Level 2/3) for complex technical issues and oversee service desk operations ensuring fast, reliable, and high-quality technical assistance for office staff, facility personnel, and shop-floor operators.
Key Responsibilities:
End-User Support Leadership & Operations: Act as primary escalation point for complex end-user support tickets involving hardware, operating systems, applications, and peripherals. Oversee support ticket queues, SLA performance, service desk workflows, and issue prioritization across corporate offices and operational/plant areas. Manage hardware provisioning, asset intake, user profile setups, workstation deployments, and device offboarding. Coordinate with hardware OEMs, printer/peripheral vendors, and external service providers for equipment repairs and replacements.
Office IT User Support: Provide comprehensive support for Windows, macOS, and Linux (Debian/Ubuntu) desktop workstations, laptops, mobile devices, and office printers. Help users navigate and resolve issues within core business applications (Microsoft 365, local software, client tools, videoconferencing systems). Manage user access creation, password resets, role assignments, and group permissions in Active Directory / Entra ID.
Shop-Floor & OT Support: Provide hands-on support for shop-floor workstations, ruggedized laptops, industrial PCs (IPCs), touch panels/HMIs, barcode scanners, and label printers. Assist operational staff and machine operators with local software installation, client application connectivity, terminal software, and physical interface cables. Collaborate with plant managers and machine operators to ensure minimal end-user downtime during operational shifts.
Documentation & Scripting: Maintain internal knowledge base articles, standard operating procedures (SOPs), and user quick-reference guides. Demonstrate solid conceptual understanding of basic Bash, PowerShell, or Python scripts—ability to run, understand, and use existing automation scripts for bulk user account creation or software deployment.
Requirements:
Technical Requirements: Advanced proficiency with Windows 10/11, Linux desktop environments (Debian/Ubuntu/RHEL), and mobile OS (iOS/Android). Deep troubleshooting knowledge of desktop/laptop hardware, docking stations, industrial PCs, barcode scanners, thermal printers, and office AV setup. Hands-on experience with ITSM / Helpdesk ticketing systems, remote support tools (e.g., TeamViewer, AnyDesk), and Endpoint Management (e.g., Intune). Practical experience with Active Directory, Entra ID, and user permission management. Ability to understand and execute existing PowerShell, Bash, or Python scripts used for client onboarding and endpoint administration.
Experience & Qualifications: 3–5+ years of hands-on experience in IT Support, Helpdesk, Desktop Support, or Technical Customer Service, with experience acting as a team lead, senior support engineer, or manager. Experience supporting users in a hybrid environment (office staff + manufacturing, warehousing, or operational plant floor personnel). Exceptional communication, patience, and customer-service mindset with strong problem-solving skills under time constraints.
