Lead, IT Service Desk, West Coast

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.

• 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.

• 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

• Associates or Bachelors 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

$99000 - $130000 USD

Anduril is committed to maintaining the integrity of our Talent acquisition process and the security of our candidates. Weve observed a rise in sophisticated phishing and fraudulent schemes where individuals impersonate Anduril representatives luring job seekers with false interviews or job offers. These scammers often attempt to extract payment or sensitive personal information.

To ensure your safety and help you navigate your job search with confidence please keep the following critical points in mind:

• No Financial Requests:Anduril will never solicit payment or demand personal financial details (such as banking information credit card numbers or social security numbers) at any stage of our hiring process. Our legitimate recruitment is entirely free for candidates.

• Please always verify communications:
  • Direct from Anduril: If you receive an email from one of our recruiters it will only come from an @ address.
  • Via Agency Partner: If contacted by a recruiting agency for an Anduril role their email will clearly identify their agency. If you suspect any suspicious activity please verify the agencys authenticity by reaching out to .

• Exercise Caution with Unsolicited Outreach:If you receive any communication that appears suspicious contains grammatical errors or makes unusual requests do not engage. Always confirm the senders email domain is @ before providing any personal information or clicking on links.

• What to Do If You Suspect Fraud:Should you encounter any questionable or fraudulent outreach claiming to be from Anduril please report it immediately to. Your proactive caution is invaluable in protecting your personal information and upholding the security and trustworthiness of our recruitment efforts.