ABOUT THE ROLEWe are seeking a Lead, IT Service Desk West Coast to oversee and optimize IT service desk operations across our West Coast regional sites. This role focuses on ensuring consistent service delivery, managing support escalations, and maintaining operational readiness across regional sites.
WHAT YOU'LL DO- Develop and maintain standardized IT service desk processes, policies, and runbooks for all assigned regional sites to ensure efficiency and consistency.
- Serve as a primary technical resource for the West Coast service desk, providing advanced troubleshooting and expert support for complex issues, and coaching regional teams on best practices.
- Plan, manage, and execute IT service desk readiness for new regional offices and expansions, including onsite support coverage, endpoint configuration, and new-hire onboarding readiness.
- Ensure adherence to company IT policies and service level agreements (SLAs) across all service desk tickets.
- Provide advanced troubleshooting and direct end-user support for escalated technical problems spanning hardware, endpoint software, identity, and access.
- Contribute to and maintain comprehensive IT documentation, including knowledge base articles and operational procedures.
- Identify and drive opportunities for process, automation, and quality improvements within service desk operations to enhance efficiency and reliability.
- Manage and triage ticket queues for designated regional offices, ensuring timely and effective resolution, and report on queue health and trends.
- Partner with peer regional leads to maintain consistent handoffs and coverage across time zones.
- Assist with communication and coordination with hardware and software vendors as needed.
REQUIRED QUALIFICATIONS- 3+ years of progressive experience in IT support or service desk operations, with experience in a lead or advanced support role.
- Demonstrated 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 across desktops, laptops, peripherals, and basic networking.
- Excellent verbal and written communication and customer service skills.
- Highly organized and detail-oriented, with the ability to manage multiple priorities effectively.
- Ability to travel up to 10% of the time, including potential international travel.
- Ability to lift up to 50 pounds.
- Ability to obtain and maintain a US Secret Clearance
PREFERRED QUALIFICATIONS- Associate's or Bachelor's degree in a related field.
- Relevant industry certifications (e.g., CompTIA A+, ITIL Foundation).
- Experience contributing to IT projects or initiatives.
- Familiarity with ticketing and reporting in Jira Service Management.
US Salary Range
$99,000-$130,000 USD
The salary range for this role is an estimate based on a wide range of compensation factors, inclusive of base salary only. Actual salary offer may vary based on (but not limited to) work experience, education and/or training, critical skills, and/or business considerations. Highly competitive equity grants are included in the majority of full time offers; and are considered part of Anduril's total compensation package. Additionally, Anduril offers top-tier benefits for full-time employees, including:
BenefitsAt Anduril, we invest in our people. Our comprehensive, competitive benefits package (available at little to no cost to employees) ensures you're supported in health, recovery, and whatever comes next. For more information, Explore Our Benefits.
