<div class="content-intro"><p><strong>This is a U.S. based position. All of the programs we support require </strong><strong>U.S. citizenship to be eligible for employment. All work must be conducted within the continental U.S.</strong></p></div><p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><strong>Who we are:</strong></span></p> <p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Raft (<a class="theme markdown__link" href="https://teamraft.com/" target="_blank">https://TeamRaft.com</a>) 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.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>About the role: </strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span><br><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What You Will Do</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead help desk operations, establish support priorities, and manage technical troubleshooting and escalation workflows.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide advanced Tier II and Tier III technical support for complex hardware, software, networking, and platform-related issues.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Diagnose and resolve technical incidents, outages, and system performance issues through remote troubleshooting and direct user support.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Evaluate incident severity, complexity, and mission impact to determine appropriate prioritization and escalation paths.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate with platform engineers, developers, and cybersecurity teams to troubleshoot recurring issues, identify root causes, and implement lasting solutions.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Review system configurations, installations, and service changes to ensure successful deployment and production stability.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Improve system availability and reduce Mean Time to Repair (MTTR) through proactive maintenance, incident analysis, and process improvements.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Develop and maintain troubleshooting procedures, knowledge base documentation, support tools, and operational best practices.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide technical guidance, mentorship, and training to help desk personnel and customers.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Communicate incident status, technical risks, resolutions, and service improvements to customers, stakeholders, and leadership.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Support continuous improvement initiatives involving support automation, incident management, and customer service delivery.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide technical consultation and support for critical incidents outside normal business hours as needed.</span></li> </ul> <p><s