IT Help Desk Lead | Information Technology

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