Help Desk Manager

This is a U.S. based position. All of the programs we support require U.S. citizenship to be eligible for employment. All work must be conducted within the continental U.S.

Who we are:

Raft (  ) is a customer-obsessed non-traditional defense tech company dedicated to empowering U.S. military and government agencies with cutting-edge AI/ML and data solutions. We are a leader in autonomous data fusion and Agentic AI, with a purposeful focus on Distributed Data Systems, Platforms at Scale, and Complex Application Development. With headquarters in McLean, VA, our range of clients includes innovative federal and public agencies leveraging design thinking, cutting-edge tech stack, and cloud-native ecosystem.

We build digital solutions that impact the lives of millions of Americans.

About the role:

As a Help Desk Manager, you will lead technical support operations for secure, mission-critical platform services supporting the United States Space Force (USSF). You will oversee incident resolution, technical troubleshooting, and support workflows while providing advanced Tier II and Tier III support across complex infrastructure, applications, and networking environments. You will collaborate with engineering teams, stakeholders, and customers to ensure system reliability, improve service delivery, and drive continuous improvement in support operations.

• Lead help desk operations, establish support priorities, and manage technical troubleshooting and escalation workflows.
• Provide advanced Tier II and Tier III technical support for complex hardware, software, networking, and platform-related issues.
• Diagnose and resolve technical incidents, outages, and system performance issues through remote troubleshooting and direct user support.
• Evaluate incident severity, complexity, and mission impact to determine appropriate prioritization and escalation paths.
• Collaborate with platform engineers, developers, and cybersecurity teams to troubleshoot recurring issues, identify root causes, and implement lasting solutions.
• Review system configurations, installations, and service changes to ensure successful deployment and production stability.
• Improve system availability and reduce Mean Time to Repair (MTTR) through proactive maintenance, incident analysis, and process improvements.
• Develop and maintain troubleshooting procedures, knowledge base documentation, support tools, and operational best practices.
• Provide technical guidance, mentorship, and training to help desk personnel and customers.
• Communicate incident status, technical risks, resolutions, and service improvements to customers, stakeholders, and leadership.
• Support continuous improvement initiatives involving support automation, incident management, and customer service delivery.
• Provide technical consultation and support for critical incidents outside normal business hours as needed.

• Bachelor's degree with 2–4 years of relevant experience, Master's degree with 0–2 years, or high school diploma with 8–10 years of relevant experience.
• Demonstrated experience in technical support, help desk operations, IT service management, or related fields.
• Experience coordinating technical support teams, managing incident priorities, and overseeing escalation workflows.
• Advanced troubleshooting skills across computer hardware, operating systems, enterprise applications, and networking technologies.
• Experience providing Tier II and Tier III technical support for complex systems and production environments.
• Strong understanding of incident management, root-cause analysis, problem management, and service reliability practices.
  
  Experience with ticketing systems, knowledge management tools, and technical support documentation.
• Familiarity with…