West Coast IT Service Desk Lead - SLA-Driven Support

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 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.