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IT Help Desk Lead | Information Technology
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What you'll do
- Lead day-to-day Help Desk operations, including intake, triage, prioritization, and escalation for technology incidents and service requests
- Provide hands-on support for endpoint hardware, operating systems, identity and access, productivity platforms, printers, conference-room audio/video, basic networking, and specialized business applications
- Coordinate support coverage and workflow across facilities; balance urgent operational needs, planned work, onsite service, and remote support
- Act as an escalation point and technical coach for Help Desk team members; share troubleshooting practices and build consistent support standards
- Own or coordinate end-user lifecycle work, including onboarding, offboarding, device provisioning, asset recovery, and access requests
- Partner with other leaders across the business to resolve access, endpoint, software, and security-related issues
- Create, maintain, and improve support documentation, knowledge articles, and training materials
- Use ticketing and collaboration data to identify trends, recurring problems, automation opportunities, and process improvements; communicate service risks, progress, and recommendations clearly to IT leadership
What they're looking for
- 3+ years of IT support, service desk, desktop support, or technical operations experience; equivalent combinations of education and experience are considered
- Demonstrated ability to lead or coordinate a high-volume technical support queue, prioritize competing work, and drive requests to resolution with strong customer communication.
- Advanced troubleshooting proficiency across Windows and macOS, with working familiarity with Linux environments
- Strong technical writing and process-documentation skills; ability to create clear instructions for both technical and nontechnical users
- Clear verbal communication with the judgment to escalate appropriately and coordinate across technical and business stakeholders
Nice to have
- Experience leading, mentoring, training, or coordinating with a technical support team in a multi-site environment
- Working knowledge of common industry Service Management, Asset Management, and Documentation tools
- Familiarity with enterprise engineering, manufacturing, and quality management tools like ERP, PLM, ALM
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
At BETA Technologies, we apply our intellectual curiosity, passion for aviation, and commitment to sustainability toward a shared mission of revolutionizing electric aviation. Regardless of the position one holds, each team member brings their talent and desire to positively impact the environment and lives of others in a refreshing, vibrant, and inclusive culture.
At BETA Technologies, the IT Help Desk Lead provides hands-on leadership for frontline technology support. This role coordinates the daily delivery of dependable, secure, and customer-focused IT services across BETA facilities and teams. The Lead combines advanced troubleshooting with work prioritization, documentation, escalation management, and cross-functional coordination so that employees can remain productive while IT services scale with the business.
How you will contribute to revolutionizing electric aviation:
- Lead day-to-day Help Desk operations, including intake, triage, prioritization, and escalation for technology incidents and service requests
- Provide hands-on support for endpoint hardware, operating systems, identity and access, productivity platforms, printers, conference-room audio/video, basic networking, and specialized business applications
- Coordinate support coverage and workflow across facilities; balance urgent operational needs, planned work, onsite service, and remote support
- Act as an escalation point and technical coach for Help Desk team members; share troubleshooting practices and build consistent support standards
- Own or coordinate end-user lifecycle work, including onboarding, offboarding, device provisioning, asset recovery, and access requests
- Partner with other leaders across the business to resolve access, endpoint, software, and security-related issues
- Create, maintain, and improve support documentation, knowledge articles, and training materials
- Use ticketing and collaboration data to identify trends, recurring problems, automation opportunities, and process improvements; communicate service risks, progress, and recommendations clearly to IT leadership
Minimum Qualifications:
- 3+ years of IT support, service desk, desktop support, or technical operations experience; equivalent combinations of education and experience are considered
- Demonstrated ability to lead or coordinate a high-volume technical support queue, prioritize competing work, and drive requests to resolution with strong customer communication.
- Advanced troubleshooting proficiency across Windows and macOS, with working familiarity with Linux environments
- Strong technical writing and process-documentation skills; ability to create clear instructions for both technical and nontechnical users
- Clear verbal communication with the judgment to escalate appropriately and coordinate across technical and business stakeholders
Above and Beyond Qualifications:
- Experience leading, mentoring, training, or coordinating with a technical support team in a multi-site environment
- Working knowledge of common industry Service Management, Asset Management, and Documentation tools
- Familiarity with enterprise engineering, manufacturing, and quality management tools like ERP, PLM, ALM
Physical Demands and Work Environment:
- This is a full-time, primarily on-site role based at the Production Facility, with regular support across BETA facilities and occasional travel as business needs require
- Off-hours work may be required for maintenance, incident support, service restoration, facility moves or planned deployments
- Capable of lifting up to 50 pounds when necessary
The wage listed here reflects our best faith estimate for this role. We pay competitively and base compensation on a variety of factors including skills, experience, industry background, and the evolving needs of the role. We remain committed to fair and equitable pay and we're happy to discuss during the interview process.
Build electric airplanes with us!
BETA offers a competitive Total Compensation package designed to support you now and as you grow with us. This role includes both Restricted Stock Units and Performance Stock Units for all full-time team members, so everyone shares in our success. You’ll have access to onsite healthcare in Vermont, comprehensive medical coverage, dental and vision, short- and long-term disability, and paid parental leave. We also take care of the everyday details with daily lunch provided, and yes—flight lessons are part of the experience, along with a range of additional perks that make work here genuinely rewarding.
We encourage all driven candidates to apply, even if they do not meet every listed qualification.
We are an equal opportunity employer. Employment decisions are based on merit, competence and qualifications and will not be influenced in any manner on race, color, religion, age, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, disability, veteran or military status, genetic information, pregnancy, or any other protected characteristic under federal, state, or local law. BETA complies with all applicable federal, state and local non-discrimination laws and does not tolerate discrimination of any kind in our workplace.
Employment offers are contingent upon the successful completion of a background check. BETA Technologies participates in E-Verify.
Company
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