Lead, IT Service Desk, West Coast

Anduril
United States
Workplace: OnsiteFull timeUSD 99,000 - 130,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Communication","Customer service","Troubleshooting","Organization","Detail-oriented"]

Oversee and optimize IT service desk operations for Anduril’s West Coast sites, ensuring consistent service delivery and operational readiness. Own standardized service desk processes, runbooks, and SLAs; act as the primary advanced troubleshooting resource for complex escalations across hardware, endpoints, identity, and access. Drive readiness for new office openings and expansions, maintain IT documentation and knowledge base articles, and improve service desk efficiency through automation and quality initiatives.

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Anduril
Anduril
1 day ago

Lead, IT Service Desk, West Coast

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Last checked: 19 hours agoStatus: Live

Job Summary

Oversee and optimize IT service desk operations for Anduril’s West Coast sites, ensuring consistent service delivery and operational readiness. Own standardized service desk processes, runbooks, and SLAs; act as the primary advanced troubleshooting resource for complex escalations across hardware, endpoints, identity, and access. Drive readiness for new office openings and expansions, maintain IT documentation and knowledge base articles, and improve service desk efficiency through automation and quality initiatives.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Develop and maintain standardized IT service desk processes, policies, and runbooks for West Coast sites.
  • •Serve as a primary technical resource for advanced troubleshooting and coach regional teams on best practices.
  • •Plan and execute IT service desk readiness for new regional offices and expansions, including onsite support coverage and onboarding readiness.
  • •Ensure adherence to company IT policies and service level agreements (SLAs) for service desk tickets.
  • •Manage and triage ticket queues, report on queue health and trends, and identify process/automation improvements.
Travel: Low travel

Pay and Benefits

Salary: USD 99,000 - 130,000 annually
Equity and Bonus:Equity

Key Requirements

  • •3+ years of progressive experience in IT support or service desk operations in a lead or advanced support role.
  • •Experience implementing and adhering to IT support processes and policies.
  • •Proficiency managing ticket queues and meeting SLAs.
  • •Proficiency with Windows, macOS, and Linux operating systems.
  • •Strong troubleshooting skills for desktops, laptops, peripherals, and basic networking.
Experience:3+ yearsIT supportService desk operations
Education:Bachelor's
Skills:CommunicationCustomer serviceTroubleshootingOrganizationDetail-oriented
Certifications:CompTIA A+ITIL Foundation
Languages:English
Tech Stack:WindowsMacOSLinuxJira Service ManagementJiraEndpoint configurationIdentity and access

Eligibility

Security Clearance:US Secret Clearance

Company Brief

Anduril
Designs and builds advanced defense systems combining autonomous aircraft, sensors, and AI-driven software for military and national security applications, focused on modernizing battlefield capabilities and distributed sensing.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Costa Mesa, United States
Founded: 2017
WebsiteLinkedIn