West Coast IT Service Desk Lead — Elevate Ops & SLA

Linuxconfig; Costa Mesa, Northern (CA, KY); Hybrid; USD 99,000 - 130,000; Full time

Job summary

Anduril Industries is seeking a Lead, IT Service Desk West Coast to oversee and optimize IT service desk operations across our West Coast regional sites. You will ensure consistent service delivery, manage escalations, and maintain operational readiness across regional sites.

You will develop standardized processes, coach regional teams, and drive improvements in automation and efficiency while ensuring SLAs are met and security requirements are upheld.

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

Responsibilities

• 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.

Skills

Windows

macOS

Linux

ITIL

SLA management

Ticketing systems

Troubleshooting

Communication

Organization

Travel

Security clearance

Education

Associate's or Bachelor's degree in a related field

CompTIA A+

ITIL Foundation

Tools

Jira Service Management

Job description

Anduril Industries is seeking a Lead, IT Service Desk West Coast to oversee and optimize IT service desk operations across our West Coast regional sites. You will ensure consistent service delivery, manage escalations, and maintain operational readiness across regional sites.

You will develop standardized processes, coach regional teams, and drive improvements in automation and efficiency while ensuring SLAs are met and security requirements are upheld.