Astra

Solution Engineering Manager - Service Desk

Texas, United States

Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
IT Services, ConsultingIndustries

Requirements

The ideal candidate will have a proven track record in designing, implementing, and optimizing Service Desk and IT support solutions. They should possess strong leadership skills, a data-driven approach to decision-making, and a passion for creating exceptional customer experiences. Experience in managing and mentoring service leaders, collaborating with sales and pre-sales teams, and understanding industry trends in Service Desk services are essential. Familiarity with remote, walkup, and field support functions in global enterprise environments is also required.

Responsibilities

The Solution Engineering Manager will lead the development and implementation of Service Desk services, including remote, walkup, and field support. They will collaborate with pre-sales teams to assess client needs and craft tailored solutions, while developing scalable processes for high service quality. The role involves managing and mentoring service leaders, coordinating with HR for team sourcing and training, and providing ongoing performance feedback. Key responsibilities also include acting as a subject matter expert for Service Desk services, building trusting stakeholder relationships, ensuring services exceed SLAs, identifying and implementing solutions for service challenges, developing process documentation, analyzing performance data, and driving the implementation of automation tools. The manager will also partner with sales, account management, and service delivery teams to ensure seamless project execution.

Skills

Service Desk Solutions
IT Support
Solution Design
Client Needs Assessment
Process Development
Customer Experience
End User Technologies
Leadership
Pre-sales Collaboration
Technical Operations

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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