Lead, IT Service Desk, West Coast

Anduril Industries; Costa Mesa (CA); On-site; USD 99,000 - 130,000; Full time

Benefits offered by this job

Benefits package

Job summary

Anduril Industries is seeking a Lead, IT Service Desk West Coast to oversee and optimize service desk operations across our West Coast regional sites. The role focuses on consistent service delivery, managing escalations, and ensuring operational readiness at regional offices.

You will develop standardized processes, coach teams on best practices, and drive improvements in automation and efficiency while maintaining SLAs.

Qualifications

• Progressive IT support or service desk experience with lead or advanced role.
• Experience implementing and adhering to IT support processes and policies.
• Proficiency managing ticket queues and meeting SLAs.
• Experience with Windows, macOS, and Linux operating systems.
• Strong troubleshooting across desktops, laptops, peripherals, and basic networking.
• Excellent verbal and written communication and customer service skills.
• Highly organized with ability to manage multiple priorities.
• Ability to travel up to 10% (potential international travel).
• Ability to obtain and maintain a US Secret Clearance.

Responsibilities

• Develop and maintain standardized IT service desk processes, policies, and runbooks for all regional sites.
• Serve as primary technical resource for West Coast service desk and coach regional teams.
• Plan and execute readiness for new regional offices and expansions, including onboarding readiness.
• Ensure adherence to IT policies and SLAs across service desk tickets.
• Provide advanced troubleshooting for escalated issues spanning hardware, software, identity and access.

Skills

IT support

Leadership

SLA management

Troubleshooting

Communication

Multi-priority

Travel readiness

Security clearance

Education

Associate's or Bachelor's degree

Tools

Jira Service Management

Job description

Anduril Industries is a defense technology company with a mission to transform U.S. and allied military capabilities with advanced technology. By bringing the expertise, technology, and business model of the 21st century's most innovative companies to the defense industry, Anduril is changing how military systems are designed, built and sold. Anduril's family of systems is powered by Lattice OS, an AI-powered operating system that turns thousands of data streams into a realtime, 3D command and control center. As the world enters an era of strategic competition, Anduril is committed to bringing cutting-edge autonomy, AI, computer vision, sensor fusion, and networking technology to the military in months, not years.

ABOUT THE ROLE

We 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:

Benefits

At 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.