IT Service Desk Manager

CHAOS Inc. is a global technology company that is delivering next generation capabilities to the defense and critical industrial sectors. Founded in 2022 by a seasoned leadership team, CHAOS has quickly become the place where world-class multi-disciplinary engineers come to build mission-critical technologies. CHAOS has a mission-focused culture, dedicated to solving the toughest technical challenges. Its unique agile engineering approach enables rapid prototyping, while deep partnerships with defense and industry ensure real-world solutions.

Role Overview

As the sole IT Service Desk Manager in our new office in Washington D.C., you’ll be responsible for the supervision, management and coordination of the centralized IT Service Desk resources to ensure the timely delivery of a superior customer service experience handling computer-related incident resolution and request fulfillment to end users in a fast-paced environment.

Responsibilities

• Perform advanced technology, information security, and managerial work providing direction and guidance in strategic operations and planning
• Develop service desk processes and ticket queue management to ensure timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved)
• Identify metrics and collect associated data to ensure optimal Service Desk operations
• Identify, recommend, and document procedures and processing improvements related to IT service delivery and problem resolution
• Create IT-related employee onboarding and offboarding process
• Provide in-person IT training and create supporting self-help training material for end uses
• Provide career development guidance to service desk team and recommend appropriate training paths
• Work full-time onsite out of our office in Washington D.C.
  
  

Minimum Requirements

• Bachelor's degree in an information technology field or related degree
• Minimum of 8+ years of experience in a service desk position or 2+ years as a Lead or Supervisor of a service desk team
• Experience designing, deploying, and managing IT Service architectures utilizing ITIL or COBIT frameworks
• Endpoint OS deployment, management, and administration of Windows, MacOS, IOS/Android, and Linux
• Experience implementing and managing Azure Active Directory
• Experience identifying incident trend analysis (Incident Management) and making recommendations to implement solutions to reduce recurring issues
• Ability to be a change agent and drive new company initiatives that will scale with company growth
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• U.S. Person (US Citizen or permanent resident) status is required as this position will require the ability to access US-only data systems
  
  

Preferred Requirements

• Experience supporting FEDRAMP-compliant cloud work (e.g. Microsoft GCC High, Amazon Gov Cloud, etc)
• Experience supporting FEDRAMP-compliant services (e.g. ZoomGov, GovSlack, zscaler, etc.)
• Expert knowledge in Windows operating systems and Microsoft Office Suite and/or related software
• Experience with leading or managing a small team
• DoD Secret or Top Secret clearance
  
  

Why CHAOS?

• Health Benefits: Your medical, dental and vision benefits will be 100% paid for by the company
• Additional benefits: life, FSA, HSA, 401k (+ Company match), and more
• Our Perks: free lunch every day, ‘No meeting Fridays’, unlimited PTO (for exempt employees), casual dress code, beautiful office location in Hermosa Beach with ocean views!
• Compensation Components: competitive base salaries, generous pre-IPO stock option grants, relocation assistance + (coming soon!) annual bonuses
• Company Size: 60 employees and counting!
• More About Us: We're building the next generation of aerospace, defense and critical industry technologies with a seasoned team of mission-focused individuals. We were founded in June 2022 and our goal is to become the platform where world-class engineers come to solve critical, real-world problems. We use agile engineering approaches which enable rapid prototyping, deep partnerships with the defense industry ensuring real-world application, and our newly-invented Coherence platform (through which we’ve made a fundamental breakthrough) improves sensor performance and decision-making in real-time. As of September, 2023 we have raised ~$100M with 8VC as a leading investor. With a managing team that includes Epirus’ founding members (responsible for building a $1.5B company from scratch) + key drivers from Palantir (instrumental in Palantir’s growth to $1B in revenue), we are well-positioned to become one of the fastest growing companies to date!
  
  

Salary range: $110,000 - $180,000/year

The stated compensation range reflects only the targeted base compensation range and excludes additional earnings such as bonus, equity, and benefits. If your compensation requirements fall outside of the range, we still encourage you to apply. The salary range for this role is an estimate based on a range of compensation factors, inclusive of base salary only. Actual salary offer may vary based on (but not limited to) work experience, education and/or training, critical skills, and/or business considerations.