Lead, IT Service Desk, West Coast

Anduril-1; Costa Mesa (CA); On-site; USD 99,000 - 130,000; Full time

Job summary

Anduril Industries seeks a Lead, IT Service Desk West Coast to oversee regional IT support, optimize service delivery, and manage escalations across West Coast sites.

You will develop standardized processes, coach regional teams, and ensure readiness for new offices while maintaining SLAs and policy compliance. This role requires travel up to 10% and the ability to obtain a US Secret Clearance.

Qualifications

• 3+ years of progressive IT support or service desk experience with a lead or advanced 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 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.

Responsibilities

• Develop and maintain standardized IT service desk processes, policies, and runbooks for all regional sites.
• Serve as a primary technical resource for the West Coast service desk, providing advanced troubleshooting and coaching regional teams.
• Plan, manage, and execute IT service desk readiness for new regional offices and expansions, including onsite coverage and onboarding readiness.
• Ensure adherence to IT policies and SLAs across all tickets.
• Provide advanced troubleshooting and end-user support for escalated issues spanning hardware, software, identity, and access.
• Maintain IT documentation including knowledge base articles and procedures.
• Identify opportunities for process improvements, automation, and quality enhancements.
• Manage and triage ticket queues for regional offices, reporting on queue health and trends.
• Coordinate with peer regional leads for coverage across time zones.
• Assist with communication with hardware and software vendors as needed.

Skills

IT service desk leadership

Advanced troubleshooting

Cross-team coaching

Customer service

Tools

Jira Service Management

Windows

macOS

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:

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 .

As set forth in Anduril Industries’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.