Are you ready to lead technical support operations that directly back the United States Space Force? At Raft, we are tackling massive defense challenges and building digital tools that actually matter. We are looking for a hands-on Help Desk Manager to steer our incident resolution, guide complex technical troubleshooting, and keep our mission-critical platform services running smoothly. If you love solving tough puzzles and want your daily work to support national security, this fully remote role from anywhere in the continental United States might just be your next great career move.

Overview

As our Help Desk Manager, you will spearhead technical support operations for secure, mission-critical platform services supporting the United States Space Force. You will oversee incident resolution, streamline technical troubleshooting, and manage support workflows while stepping in to provide advanced Tier II and Tier III support across intricate infrastructure, applications, and networking environments. This is a chance to shape how support is delivered for high-stakes defense tech programs.

Key Responsibilities

Direct daily help desk operations and incident management workflows for secure defense platforms.
Provide expert Tier II and Tier III technical troubleshooting across complex infrastructure, applications, and networking setups.
Lead, mentor, and elevate a team of support professionals to deliver fast and reliable resolutions.
Collaborate closely with engineering and product teams to identify recurring issues and implement lasting fixes.
Maintain high service level standards and ensure all operations comply with strict security protocols.

Requirements

U.S. citizenship is strictly required due to the nature of the defense programs we support.
Must reside and conduct all work within the continental United States.
Proven leadership experience managing help desk or technical support teams in secure environments.
Deep expertise in providing Tier II and Tier III support for complex cloud and networking architectures.
Exceptional problem-solving abilities and a customer-first mindset.

What You'll Gain

The opportunity to build solutions that directly impact national security and millions of Americans.
A fully remote work environment offering great flexibility and work-life balance.
Collaborative culture driven by cutting-edge AI, machine learning, and cloud-native technologies.
Competitive compensation and clear pathways for professional growth.