Global Support Operations Manager at Astra

Seattle, Washington, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, TechnologyIndustries

Requirements

Bachelor’s degree or equivalent professional experience
Strong background in metrics-driven operations, reporting, and continuous improvement
Solid business operations and financial acumen with the ability to balance innovation and profitability
2+ years of direct people management experience (6+ direct reports, hiring, coaching, performance management)
8+ years of total IT experience with proven expertise in IT service operations
Demonstrated ability to lead transformational initiatives and align them to client needs

Responsibilities

Lead the evolution of the service desk toward an intelligence-driven model using data insights, automation, and AI to proactively address issues and predict user needs
Drive innovation in partnership with Astreya’s Service Desk practice and client stakeholders, aligning initiatives with the client’s vision for high-quality, human-centered support
Champion adoption of emerging technologies, including ServiceNow, CCaaS platforms, and Astreya-developed automation and analytics tools, to enhance user experiences and streamline operations
Ensure successful execution of all in-scope user-facing IT support activities across on-site, regional, and remote managed services contexts
Manage daily service operations using advanced analytics to assess service health, identify trends, and anticipate challenges before they escalate
Foster a culture of continual service improvement where data, AI-driven insights, and employee input inform process evolution
Maintain accountability for service health through routine reviews of KPIs, SLAs, OLAs, and customer satisfaction measures
Collaborate closely with service owners and client leaders to ensure services deliver measurable value and align with business outcomes
Regularly communicate performance, improvement opportunities, and innovation roadmaps to stakeholders at all levels
Draft and deliver clear, professional communications around goals, process changes, initiatives, and transformational updates
Build high-performing, globally distributed support teams through effective sourcing, onboarding, training, and talent development
Encourage a team culture of collaboration, trust, and innovation where employees contribute ideas to advance proactive support and automation
Manage employee performance, drive accountability, and mentor staff to embrace new tools and approaches that improve service quality
Lead the design and implementation of automation and self-service strategies that reduce friction and empower users
Leverage predictive analytics, AI, and real-time monitoring to shift from reactive support toward proactive and preventive interventions
Continuously refine processes, workflows, and knowledge management systems to increase efficiency and elevate the digital employee experience

Skills

Key technologies and capabilities for this role

ServiceNowCCaaSAIAutomationAnalyticsService DeskIT Support

Questions & Answers

Common questions about this position

What is the employment type for this role?

This is a full-time position.

Is this role remote or does it require on-site work?

The role involves managing IT support activities across on-site, regional, and remote managed services contexts, but specific work arrangement for the manager is not specified.

What key skills are required for the Global Support Operations Manager role?

Key skills include transformational leadership, service operations management using analytics and AI, stakeholder engagement, and people/team development for globally distributed teams. Proficiency with ServiceNow, CCaaS platforms, and Astreya-developed tools is essential.

What is the company culture like for this position?

The culture emphasizes collaboration, trust, innovation, continual service improvement, and employee input to advance proactive support and automation.

What makes a strong candidate for this role?

Strong candidates demonstrate transformational leadership, ability to motivate diverse global teams, expertise in ServiceNow and AI-driven tools, and skills in stakeholder relationship-building and service operations management.

Astra

Provides launch services for small satellites

About Astra

Astra provides launch services specifically for small satellites, catering to commercial businesses, government agencies, and research institutions that need reliable access to space. The company operates small, agile rockets designed to transport these satellites into low Earth orbit (LEO). Astra's approach focuses on making space more accessible by reducing the costs and complexities associated with satellite launches, which allows a wider range of customers to utilize their services. Unlike many competitors, Astra emphasizes efficiency and cost-effectiveness in its operations, aiming to meet the growing demand for satellite-based services such as Earth observation and telecommunications. The company's goal is to facilitate more frequent and affordable satellite launches, thereby expanding opportunities for various applications in the space industry.

Alameda, CaliforniaHeadquarters

2016Year Founded

$291.8MTotal Funding

IPOCompany Stage

AerospaceIndustries

201-500Employees

Benefits

Competitive Medical (HMO & PPO)/Dental/Vision plans

Company paid Short Term Disability and Long Term Disability plans

401K with company match

Flexible Spending Account

Commuter benefits

Caregiving support benefits

Company perks, like PetPlan, curated gym/travel/products discounts

Free lunch

Company events

Risks

Going private may limit Astra's access to public capital markets.

Astra faces financial instability due to liquidity crunch and high cost of capital.

Intensifying competition in the small satellite launch market could impact Astra's market share.

Differentiation

Astra offers cost-effective launch services for small satellite payloads.

The company focuses on agile rockets for frequent access to space.

Astra provides online reservations for payload deliveries to various orbits.

Upsides

Growing demand for small satellite constellations aligns with Astra's business model.

U.S. government investment in space technology presents contract opportunities for Astra.

Astra's reusable rocket technology could lead to significant cost reductions.

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