Helpdesk Lead

Omaze; Mountain View (CA); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Free catered lunch

Flexible PTO

Dog-friendly office

Medical, Dental, and Vision plans

Job summary

Kodiak Robotics is seeking an experienced IT Support Lead to oversee the Helpdesk function and scale IT service management processes. This role involves managing ticketing systems, automating workflows, and guiding a support team.

Located in Mountain View, CA, the position offers competitive compensation along with benefits including medical coverage, flexible PTO, and equity options. The company fosters a culture of collaboration and efficiency in a dog-friendly office with catered lunches.

Qualifications

• 5+ years in IT support, with at least 2-3 years in a supervisory role.
• Strong knowledge of MDM solutions for automated provisioning.
• Experience in managing and mentoring junior staff.

Responsibilities

• Manage Helpdesk function and enhance ITSM workflows.
• Serve as primary contact for technical issues.
• Collaborate with teams for onboarding and offboarding processes.

Skills

IT support experience

SaaS administration

Deep expertise in Google Workspace

Leadership skills

Communication skills

Tools

Jira

Slack

Zoom

Okta

Job description

Overview

Kodiak Robotics, Inc. was founded in 2018 and has become a leader in autonomous ground transportation committed to a safer and more efficient future for all. The company has developed an artificial intelligence (AI) powered technology stack purpose-built for commercial trucking and the public sector. The company delivers freight daily for its customers across the southern United States using its autonomous technology. In 2024, Kodiak became the first known company to publicly announce delivering a driverless semi-truck to a customer. Kodiak is also leveraging its commercial self-driving software to develop, test and deploy autonomous capabilities for the U.S. Department of Defense.

What you’ll do

What you’ll do:

• Build and Manage the Helpdesk Function: Establish processes. Design and implement scalable IT Service Management (ITSM) workflows, including ticket prioritization matrices, Service Level Agreements (SLAs), and escalation paths.
• Tool Implementation: Configure and manage the ticketing system (e.g., Jira) and asset management tools (Snipe-IT) to ensure data-driven decision-making.
• Team Growth: Define the roadmap for the IT support team. You will be responsible for helping to hire and mentor future analysts, fostering a culture of empathy and technical excellence.

Hands-On Support & Operations

• Access Management: Manage Identity and Access Management (IAM) for internal tools. A key focus will be automating low-effort tickets such as password resets or simple access requests to prevent bottlenecks for engineering and DevOps teams.
• Incident Management: Serve as the primary point of contact for technical issues, troubleshooting hardware (Mac/Windows/Linux PCs), software, and network connectivity problems.
• Provide end user guidance to Ubuntu Linux.
• Management of 35+ Zoom conference rooms across multiple locations.
• Collaboration and support of Events Team with audio/visual equipment and events such as live and recorded podcasts, leadership talks, all-hands meetings, and other events utilizing AV spaces.
• General support and troubleshooting of all audio visual systems.

Employee Lifecycle Management

• Onboarding: Create a zero-day start experience by ensuring new hires have fully configured hardware and access to all necessary SaaS platforms on their first day.
• Offboarding: Securely manage asset retrieval and revocation of access for departing employees, ensuring data security and compliance.
• Collaborate with People Ops, Legal and IT Infrastructure teams to evolve employee lifecycle workflows as needed.

Documentation &Shift Left Strategy

• Knowledge Base: Build a robust internal knowledge base (FAQs, wikis) to empower employees to solve common issues themselves (Tier 0 support).
• Automation: Work with Engineering/DevOps to identify repetitive requests and implement self-service tools (for example Slackbots or automated provisioning workflows) to reduce manual toil.

What you’ll bring

• Experience: 5+ years in IT support, with at least 2-3 years in a Lead, Senior, or Supervisory role.
• Deep expertise in administering SaaS environments (Google Workspace, Linux, Slack, Zoom, Okta, etc.).
• Strong knowledge of MDM solutions (Jamf, Kandji, or Intune) for automated device provisioning.
• Familiarity with CrowdStrike is a strong plus.
• Familiarity with Jira/Atlassian suites is a strong plus.
• Familiarity with building out studio setups and running audio and visual equipment is a strong plus.
• Leadership Potential: Ability to mentor junior staff and manage vendor relationships. Ready to transition from a sole contributor to a player/coach, leading the helpdesk.
• Empathy: You understand that a broken laptop is a blocker to someone’s livelihood.
• Communication: Ability to translate technical jargon into clear language for non-technical stakeholders.

Why Kodiak AI?

• Ownership: You will help define the Helpdesk and collaborate with the IT Infrastructure team to define metrics and chart success.
• Culture: We value efficiency and automation and want you to build systems that reduce password resets and improve availability.

What we offer

• Competitive compensation package including equity and annual bonuses.
• Excellent Medical, Dental, and Vision plans through Kaiser Permanente, Cigna, and MetLife (including a medical plan with infertility benefits).
• MetLife Legal Services, Identity & Fraud Protection, Hospital Indemnity Insurance, Accident Insurance, and Critical Illness Insurance.
• Flexible PTO, 10 paid holidays, and generous parental leave policies.
• Office located in Mountain View, CA; dog-friendly with free catered lunch, fully stocked kitchen, and free EV charging.
• Long Term Disability, Short Term Disability, Life Insurance.
• Wellbeing Benefits including Headspace, Calm, One Medical, Gympass, and other mental health resources.
• Fidelity 401(k), and optional Trip-related benefits (Commuter, FSA, Dependent Care FSA, HSA).
• Various incentive programs such as referral bonuses and patent bonuses.

The pay range listed below reflects the base salary in our SF/Silicon Valley location across several internal levels. Actual starting pay will be based on job-related factors including work location, experience, training, education, skill level and performance during interview. Total compensation includes base pay, equity, bonus and benefits.

California Pay Range

$140,000 — $190,000 USD

At Kodiak, we strive to build a diverse community in a safe and collaborative environment. Kodiak is an equal opportunity employer. We also adhere to applicable statutes, regulations, and prerequisites. Some roles may require additional scrutiny or eligibility considerations, including residence, U.S. person status, and/or citizenship status. Visa sponsorship may be provided for eligible candidates.

We do not discriminate based on race, ethnicity, religion, gender identity, sexual orientation, age, disability, veteran status, or any other basis protected by law.