Manager, IT Service Delivery and Digital Workplace Operations

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Manager, IT Service Delivery and Digital Workplace Operations

Full Time Management Huntington Beach, CA, US

2 days ago Requisition

Salary Range: $ To $ Annually

Karman Space & Defense is a leader in the rapid design, development, and production of critical, next-generation system solutions that align with the U.S. Department of War and its allies’ core mission priorities, and meet the accelerating demand for access to space. Building on nearly 50 years of success, we deliver Payload & Protection Systems, Aero/Hydrodynamic Interstage Systems, and Propulsion & Launch Systems to more than 80 prime contractors supporting over 130 space and defense programs.

In this role, you will lead frontline IT service delivery, workplace technology operations, and support readiness across multiple Karman sites. You will manage the support team, set operational priorities, and ensure consistent execution of ITIL‑aligned processes. As a hands‑on manager, you will oversee service desk and site support functions, endpoint operations, Microsoft 365 / GCC High support, asset controls, and technology readiness.

You will translate enterprise direction into daily execution, partner closely with technical and business leaders, and drive measurable improvements in service quality, operational reliability, and customer experience.

Responsibilities

• Leads site-level IT service delivery by establishing service targets, analyzing performance, implementing reporting, and driving corrective actions that improve response times, resolution consistency, and user satisfaction.
• Designs support structures by defining support tiers, technician assignments, escalation paths, team handoffs, and ticket quality standards within approved staffing and enterprise guidance.
• Manages escalations and vendor performance, coordinates with Infrastructure Engineering and Cybersecurity, and oversees resolution of service-impacting issues within delegated authority.
• Drives operational process improvement by analyzing service trends, addressing recurring issues, and implementing changes that enhance reliability and efficiency.
• Plans and delivers operational technology projects, including regional deployments, equipment refreshes, and migration‑related activities, while managing staffing, milestones, and outcomes.
• Represents IT to site leadership through regular site visits, performance reviews, and translation of business priorities into actionable support commitments.
• Manages team performance by setting goals, coaching employees, providing feedback, and participating in hiring and staffing recommendations.
• Oversees endpoint lifecycle operations including imaging, configuration, deployment, refresh, and decommissioning of laptops, desktops, mobile devices, and shop‑floor systems.
• Directs technical escalations for hardware, operating system, driver, and connectivity issues and provides hands‑on support as needed.
• Ensures endpoint compliance by reviewing device health, patching, encryption, and protection results and assigning remediation actions.
• Oversees Microsoft 365 / GCC High support operations across email, Teams, SharePoint, One Drive, and policy‑related issues, coordinating changes with platform owners.
• Ensures secure handling of controlled information and accurate execution of access requests in accordance with approved security requirements.
• Establishes support readiness for assigned sites and manages support for printers, scanners, shop‑floor workstations, peripherals, AV equipment, and connected devices.
• Leads M&A onboarding work streams, assessing support needs, planning integrations, and…