Manager, IT Service Desk

<div class="content-intro"><p>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.</p></div><h2>ABOUT THE ROLE</h2> <p>Anduril is seeking an experienced IT Service Desk Manager to lead our West Coast service desk operations, supporting our largest campus at Anduril HQ, as well as west coast regional locations. This role is responsible for managing a diverse team of IT administrators while ensuring exceptional service delivery for critical issues, executive support, and day-to-day IT operations. The ideal candidate will balance hands-on team leadership with strategic optimization initiatives while fostering a culture of growth and excellence.</p> <h3>WHAT YOU'LL DO</h3> <h3>Team Leadership Management</h3> <ul> <li>Lead and manage a team of IT service desk administrators and admins on the West Coast</li> <li>Recruit, onboard, and develop emerging IT talent with a focus on career growth and skill development</li> <li>Provide coaching, mentoring, and performance management to build a high-performing team</li> <li>Create and execute training programs to enhance technical capabilities and service delivery skills</li> <li>Foster a positive team culture that encourages collaboration, innovation, and professional development</li> <li>Conduct regular 1:1s, team meetings, and performance reviews</li> <li>Define roles, responsibilities, and career progression paths for team members</li> </ul> <h3>Service Delivery Operations</h3> <ul> <li>Manage daily resolution of Priority 0 (P0) and less critical IT service issues to minimize business impact</li> <li>Oversee executive support IT service, ensuring white-glove service for leadership</li> <li>Support Anduril's largest campus at HQ in Costa Mesa and branch sites across the West Coast</li> <li>Ensure service desk meets or exceeds SLA commitments and service quality standards</li> <li>Manage incident escalations, and coordinate cross-functional response for critical issues with partner teams for software, infrastructure, and systems support</li> <li>Support IT onboarding for new Anduril employees</li> <li>Maintain 24/7 service desk coverage through effective scheduling and resource planning</li> <li>Ensure seamless IT support across multiple locations and time zones</li> </ul> <h3>Service Optimization Analytics</h3> <ul> <li>Analyze service desk ticket queues and trends to identify improvement opportunities</li> <li>Drive optimization initiatives through automation, improved systems, and enhanced tools</li> <li>Implement process improvements to increase efficiency and reduce ticket volume</li> <li>Monitor and report on key metrics including ticket resolution times, customer satisfaction, and SLA compliance</li> <li>Work closely with IT Service Delivery Lead on automation and case deflection strategies</li> <li>Identify and eliminate bottlenecks in service delivery workflows</li> </ul> <h3>Cross-Functional Partnership Collaboration</h3> <ul> <li>Partner with Security team to ensure compliance and swift resolution of security-related incidents</li> <li>Collaborate with Facilities on workplace technology, access control, and physical infrastructure issues</li> <li>Work with People Operations on employee onboarding/offboarding and IT provisioning</li> <li>Coordinate with other IT teams (Infrastructure, Engineering, Applications) for comple ... (truncated, view full listing at source)