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Salary: USD 99,000 - 130,000 / annual
Anduril Industries, a defense technology company, is seeking a Lead for IT Service Desk operations across West Coast regional sites. This role oversees and optimizes IT service desk operations, ensuring consistent service delivery, managing support escalations, and maintaining operational readiness.
Key responsibilities include developing and maintaining standardized IT service desk processes, policies, and runbooks across assigned regional sites. You will serve as a primary technical resource for the West Coast service desk, providing advanced troubleshooting and expert support for complex issues while coaching regional teams on best practices. The role involves planning and executing IT service desk readiness for new regional offices and expansions, including onsite support coverage, endpoint configuration, and new-hire onboarding readiness.
You will ensure adherence to company IT policies and service level agreements (SLAs) across all service desk tickets, provide advanced troubleshooting for escalated technical problems spanning hardware, endpoint software, identity, and access, and contribute to comprehensive IT documentation including knowledge base articles and operational procedures. The position requires identifying and driving opportunities for process automation and quality improvements within service desk operations.
Additional duties include managing and triaging ticket queues for designated regional offices, reporting on queue health and trends, partnering with peer regional leads to maintain consistent handoffs across time zones, and assisting with vendor communication and coordination.
Required qualifications: 3+ years of progressive IT support or service desk operations experience in a lead or advanced support role; demonstrated experience implementing IT support processes and policies; proficiency managing ticket queues and meeting SLAs; proficiency with Windows, macOS, and Linux; strong troubleshooting skills across desktops, laptops, peripherals, and basic networking; excellent communication and customer service skills; highly organized and detail-oriented; ability to travel up to 10% including potential international travel; ability to lift up to 50 pounds; ability to obtain and maintain US Secret Clearance.
Preferred: Associate's or Bachelor's degree in related field; relevant certifications (CompTIA A+, ITIL Foundation); experience contributing to IT projects; familiarity with Jira Service Management.
