Manager, IT Service Desk

As primary day-to-day support manager based out of our Torrance, CA office, you’ll be the face of IT frontline support for our local and remote teams. Leading a growing multi-state staff, you’ll coordinate troubleshooting and documenting incoming issues, respond to employee requests with urgency and empathy, and help drive improvements in our support processes., * Serve as the primary support coordinator for all end-user IT issues (hardware, software, network, account access, etc.).

• Own the accountability for your team to respond to, troubleshoot, and resolve service desk tickets in a timely and professional manner.
• Ensure documentation of all support cases clearly, including resolution steps, and proactively contribute high quality articles to our internal knowledge base.
• Support landscape includes issuance and maintenance of laptops, peripherals, and software in a 75% Windows / 25% Linux mixed environment.
• Function as a critical part of incident response and communications.
• Occasionally travel (5-10%) to other sites to provide onsite IT coordination, support, or assist with deployments.
• Identify, recommend, and implement process improvements to improve end-user experience and operational efficiency.
• Drive a culture of empathy and calm under pressure, improving team morale during high-stress moments.
• Establish and enforce hypercare procedures for VIPs, important events, incident mitigations, workarounds, and after-problem follow ups.
• Mentor and lead a fleet of world-class, quality IT technicians as the team continues to scale in multiple sites and time zones.

We’re looking to hire an experienced IT Service Desk Manager who thrives in fast-paced, high-pressure environments and brings strong technical acumen paired with a people-first attitude. This role is ideal for individuals with experience supporting, engineering or aerospace firms, DoD contractors, or high-growth startups. If you’re the kind of person who stays cool when things go down and can turn a stressful IT moment into a positive interaction, we want to meet you., * 3-5+ years in an IT support supervisor, lead, or managerial role.

• Proven experience supporting engineering companies, DoD contractors, or fast-paced, startup-like environments.
• Exceptional teaching and training skills.
• Experience defining practical, useful SLA’s and metrics, track them, and report upward in digestible formats.
• Familiarity with device management (e.g., Microsoft Intune), asset inventory tracking, basic networking concepts, and user onboarding/offboarding workflows.
• Demonstrated ability to foster team execution of troubleshooting hardware, OS (Windows/Linux), mobile, VPN, and enterprise software suites (e.g., Office 365).
• Work tightly with a range of other IT and engineering departments to find efficiency gaps and push for solutions that will make a real impact & save people time.
• Excellent communication and interpersonal skills-you make IT support feel like a first-classpositive experience.
• Able to prioritize tasks effectively and work independently under pressure.
• Comfortable managing multiple tasks or escalations in a dynamic setting.

Preferred Skills and Experience

• Experience working in environments with specific cybersecurity compliance requirements, such as CUI, ITAR, or NIST 800-171.
• Eligibility for clearance.

Why Castelion, Why Now

Castelion is moving incredibly fast to develop and deliver advanced defense systems at a time when execution matters more than ever. We believe focus, ownership, and excellence are decisive advantages - and we’re building a world-class team to turn bold ideas into real capability.

This is a rare opportunity to join at an early stage, where you’ll have significant ownership, collaborate with exceptional teammates, and make a direct, measurable impact on our mission and the future of the company - regardless of your function.