Manager IT Support & Manufacturing (m/f/d)

Job description

Mission Brief We are seeking a hands-on Manager IT Support & Manufacturing to lead and oversee end-user technical support operations across both our administrative (IT) and operational/plant floor (OT) environments. In this role, you will act as a hands-on Technical Lead and Service Manager, ensuring fast, reliable, and high-quality technical assistance for office staff, facility personnel, and shop-floor operators. This is a hands-on lead position designed for a senior support specialist or helpdesk lead who excels at troubleshooting end-user hardware, OS environments, peripherals, and software tools while carrying a manager-level title. You will be responsible for end-user satisfaction, ticket queue management, device lifecycle provisioning, and acting as the top escalation point for user-facing technical issues. Your Role in Our Space Mission: End-User Support Leadership & Operations Hands-on Technical Leadership: Act as the primary escalation point (Level 2/3) for complex end-user support tickets, troubleshooting hardware, operating systems, applications, and peripherals. Service Desk Management: Oversee support ticket queues, SLA performance, service desk workflows, and issue prioritization across corporate offices and operational/plant areas. User Onboarding & Lifecycle: Manage hardware provisioning, asset intake, user profile setups, workstation deployments, and device offboarding. Vendor Coordination: Work with hardware OEMs, printer/peripheral vendors, and external service providers to resolve end-user equipment repairs and replacements. Office IT User Support Desktop & Device Support: Provide comprehensive support for Windows, macOS, and Linux (Debian/Ubuntu) desktop workstations, laptops, mobile devices, and office printers. Productivity & SaaS Tools: Help users navigate and resolve issues within core business applications (Microsoft 365, local software, client tools, and videoconferencing systems). Identity & Access Requests: Manage user access creation, password resets, role assignments, and group permissions in Active Directory / Entra ID. Shop-Floor & OT Support Industrial & Field End-User Devices: Provide hands-on support for shop-floor workstations, ruggedized laptops, industrial PCs (IPCs), touch panels/HMIs, barcode scanners, and label printers. Field-Level Troubleshooting: Assist operational staff and machine operators with local software installation, client application connectivity, terminal software, and physical interface cables. OT Support Coordination: Collaborate with plant managers and machine operators to ensure minimal end-user downtime during operational shifts. Documentation & Scripting Overview Support Documentation: Maintain internal knowledge base articles, standard operating procedures (SOPs), and user quick-reference guides. Automation & Scripting (Conceptual): Solid conceptual understanding of basic Bash, PowerShell, or Python scripts—ability to run, understand, and use existing automation scripts for bulk user account creation or software deployment. Qualification Checklist Technical Requirements Operating Systems: Advanced proficiency with Windows 10/11, Linux desktop environments (Debian/Ubuntu/RHEL), and mobile OS (iOS/Android). Hardware & Peripherals: Deep troubleshooting knowledge of desktop/laptop hardware, docking stations, industrial PCs, barcode scanners, thermal printers, and office AV setup. Support Tools: Hands-on experience with ITSM / Helpdesk ticketing systems, remote support tools (e.g., TeamViewer, AnyDesk), and Endpoint Management (e.g., Intune). Identity Management: Practical experience with Active Directory, Entra ID, and user permission management. Basic Scripting (Conceptual): Ability to understand and execute existing PowerShell, Bash, or Python scripts used for client onboarding and endpoint administration. Qualifications & Experience 3–5+ years of hands-on experience in IT Support, Helpdesk, Desktop Support, or Technical Customer Service, with experience acting as a team lead, senior support engineer, or manager. Experience supporting users in a hybrid environment (office staff + manufacturing, warehousing, or operational plant floor personnel). Exceptional communication, patience, and customer-service mindset with strong problem-solving skills under time constraints. Benefits Employee Participation Program: Share in our success through our virtual company share program 30 days of vacation: Enjoy the days off to relax and recharge Company pension plan: Secure your future with our company pension plan, featuring a 20% employer contribution after the probation period Subsidised lunch: Stay energised with delicious, subsidised lunches every day Rental clothing with laundry service: Enjoy hassle-free workwear with our convenient rental clothing and laundry service Sport Clubs membership: Stay fit with our sponsored sports club memberships (EGYM Wellpass) Individual learning allowance: Grow your skills with an individual learning budget granted after the probation period Childcare allowance: Receive a childcare allowance for your non-school-age children Flexible mobility budget : Travel your way with a choice between a fully financed Deutschlandticket, JobRad bicycle leasing, FINN JobAuto, or a fuel allowance And Much More! Discover additional perks and benefits when you join our team. Who we are We are Isar Aerospace and we are at the forefront of New Space building a modern space business to enable faster, better and cheaper access to space. Our mission is to help democratise space and use it for good in order to improve life on Earth now and for the future generations. We are a fast-growing company aiming to provide sustainable and environmentally friendly launch solutions for small and medium-sized satellites and constellations into Low Earth Orbit. The company is privately funded by world-leading technology investors with strong commitment and support and our team is made of driven and talented people with a real passion for space innovation. We're making rockets in a way that hasn't been done before disrupting a traditional industry. If you are up for the challenge, want to work on cutting-edge projects and be part of a team changing the world for better, come, join us and launch your career! Want to find out more about us? Visit www.isaraerospace.com Data Protection We process your personal data for the purpose of managing the recruitment process and assessing your application. For detailed information on how your data is processed, including your rights, please refer to our Privacy Policy . Disclaimer Isar Aerospace SE is an equal-opportunity employer committed to fairness and inclusivity. We do not prioritize any specific religion, gender, nationality, or background. Due to security clearance requirements, affiliations with countries listed under § 13 para. 1 no. 17 SÜG may affect the application process. All qualified applicants are encouraged to apply.