IT Support Manager

Capella Space stands at the forefront of synthetic aperture radar (SAR) satellite technology and signal intelligence. We provide customers in governments, academia, and commercial sectors with reliable information that enables unparalleled understanding of the world. Our mission is centered on delivering timely and reliable Earth imagery, supporting diverse applications in defense & intelligence, disaster response, energy, environmental monitoring and more. Utilizing cutting-edge technology, Capella Space designs, manufactures and operates an advanced constellation of SAR imaging satellites. Our market-leading SAR satellites are complemented by an unmatched data infrastructure and automated ordering and delivery platform for fast, reliable insights where and when customers need it most. 

Recognized for our technological prowess, Capella Space was honored as one of the 10 most innovative companies in Space in 2023 by FASTCOMPANY. Capella Space is an internationally trusted Earth Observation data provider, working closely with the U.S. Space Systems Command, U.S. Space Force, NASA, U.S. Air Force, U.S. Navy, U.S. National Reconnaissance Office, the Canadian Government and more to make unclassified, high-resolution SAR data more accessible.  

What Makes Capella Unique?

Capella Space is a highly collaborative team environment, providing an opportunity to work with some of the brightest minds in the space industry, though no prior space experience is needed.  We’re looking for people excited about tackling seemingly impossible challenges, learning new skills and concepts, and helping each other achieve success. Our mission and our products are meant to understand the whole world and help everyone in it - regardless of race, creed, or any other distinction. We encourage you to bring your unique perspective to help make us stronger, including applications from those who are traditionally underrepresented in tech. 

Responsibilities

• Lead and manage the IT operations team across a diverse environment that includes Windows, Linux, and Mac systems to ensure cohesive support experience 
• Maintaining an appropriate balance of overall team management and development and hands-on technical work. 
• Coordinate with the Technology delivery teams (devops, business systems, security, etc.) to manage comprehensive support services, including escalated Tier 3 technical issues, across all operating systems and platforms. 
• Collaborate closely with the Director of Corporate Infrastructure to implement robust security measures and to align security protocols with IT operations, including educating and developing the team on security best practices. 
• Collaborate with other departments to align IT operations with business goals and support company-wide initiatives. 
• Manage vendor relationships and negotiate contracts to ensure cost-effective and high-quality IT services. 
• Drive adoption of best practices in IT operations, including ITIL, Lean IT, and Agile methodologies, with a commitment to continuous learning and application of these practices within the team. 
• Develop and manage the IT operations budget, optimizing expenditures and ensuring ROI on IT investments. 
• Own all local network communications for example: 
• ISP management 
• In-office wifi 
• In-office hardwire routing 
• Own transition of all service teams into Jira Service Management and a consolidated end-user support experience 
• Be responsible for global Collaboration (Mattermost, Zoom, Neat AV) and any initiatives/projects that support or utilize such services. 

Other Responsibilities 

• Coordinate approval of Standard Operating Procedures (SOPs) for End User Technicians 
• Attend DailyWeekly operations meetings to provide Key Stake holders project updates, ticket updates, issues and concerns 
• Support in the creation of SOPs and training guides, ensuring deskside Knowledge Repository is maintained with accurate information 
• Track and monitor the performance of all end-user SLAs and KPIs daily for each technician, identifying trends and implementing corrective action when SLAs are at risk 
• Reviews service delivery process and procedures, recommending customer service and IT process support enhancements, researching and recommending new technologies and procedures. 
• Set clear team goals and provide corrective action plans where individual performance is not being met 

Technical Skills & Experience 

• 5+ years of experience 
• 5+ years of previous experience managing team of 5 or more IT personnel 
• Must have at least one of these IAT Level II certifications Security+, CECCNA-Security, CySA+ **, GICSP, GSEC, CND, SSCP 
• Must be organized and detailed oriented 
• Self- starter and problem solver 
• Strong analytical and problem-solving skills 
• Experience with MS Office to include Word, PowerPoint, Visio, Project and Excel 
• Ability to manage multiple, high, & competing priorities in a fast-paced, constantly changing environment 
• Strong oral and written communication skills across all levels 
• Collaborative management approach to drive project / task success across multiple stakeholder organization 
• Excellent leadership skills with the ability to motivate and guide a team to achieve high-quality service delivery. 
• Ability to become familiar with basic project management approaches, tools and phases of the project lifecycle. 

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR), Capella Employees must be a U.S. citizen, lawful U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum, or be eligible to obtain the required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce, as applicable. Learn more about ITAR here.

Compensation 

The annual salary range for this role as it is posted is $107,200 - $142,040.  The final job level and annual salary will be determined based on the education, qualification, knowledge, skills, ability, and experience of the final candidate(s), specific office location and calibrated against relevant market data and internal team equity.  Benefits listed in this posting may vary depending on the nature of your employment with Capella Space.    

Benefits/Perks 

In addition to an opportunity to take part in an innovative, collaborative and fast-growing business with a highly motivated and skilled team, we also take pride in taking care of our employees. Here are just a few ways that we show our appreciation: 

• We offer up to 100% paid medical coverage, with robust vision and dental plans, comprehensive flexible spending accounts, and supplemental health plans 
• Equity 
• 401K Plan to invest in your long-term retirement planning 
• Generous Parental Leave 
• Flexible Paid Time Off Policy 
• Commuter & Parking Benefits 
• Mental Health Resources 
• Monthly phone stipend 
• Daily provided lunches and stocked kitchens.  
• Furry friends? We’ve got you covered with dog-friendly work environment & them with pet insurance options 

Equal Opportunity Statement 

Capella Space is an equal opportunity employer, committed to creating a diverse and inclusive workplace, and upholding equitable hiring practices. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic under federal, state, or local law, including those with a criminal history, in a manner consistent with the requirements of applicable state and local laws, including the CA Fair Chance Initiative for Hiring Ordinance. We actively encourage members of recognized minorities, women, Veterans, and those with disabilities to apply, and we work to create a welcoming and supportive environment for all applicants throughout the interview process. If you need assistance or require an accommodation during the job application process, please notify recruiting@capellaspace.com 

To learn more about us, explore our site: https://www.capellaspace.com/  and follow us on X and LinkedIn to see our SAR imagery!