Manager, IT Service Desk

Описание вакансии

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

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.

WHAT YOU'LL DO

Team Leadership & Management

• Lead and manage a team of IT service desk administrators and admins on the West Coast
• Recruit, onboard, and develop emerging IT talent with a focus on career growth and skill development
• Provide coaching, mentoring, and performance management to build a high-performing team
• Create and execute training programs to enhance technical capabilities and service delivery skills
• Foster a positive team culture that encourages collaboration, innovation, and professional development
• Conduct regular 1:1s, team meetings, and performance reviews
• Define roles, responsibilities, and career progression paths for team members

Service Delivery & Operations

• Manage daily resolution of Priority 0 (P0) and less critical IT service issues to minimize business impact
• Oversee executive support IT service, ensuring white-glove service for leadership
• Support Anduril's largest campus at HQ in Costa Mesa and branch sites across the West Coast
• Ensure service desk meets or exceeds SLA commitments and service quality standards
• Manage incident escalations, and coordinate cross-functional response for critical issues with partner teams for software, infrastructure, and systems support
• Support IT onboarding for new Anduril employees
• Maintain 24/7 service desk coverage through effective scheduling and resource planning
• Ensure seamless IT support across multiple locations and time zones

Service Optimization & Analytics

• Analyze service desk ticket queues and trends to identify improvement opportunities
• Drive optimization initiatives through automation, improved systems, and enhanced tools
• Implement process improvements to increase efficiency and reduce ticket volume
• Monitor and report on key metrics including ticket resolution times, customer satisfaction, and SLA compliance
• Work closely with IT Service Delivery Lead on automation and case deflection strategies
• Identify and eliminate bottlenecks in service delivery workflows

Cross-Functional Partnership & Collaboration

• Partner with Security team to ensure compliance and swift resolution of security-related incidents
• Collaborate with Facilities on workplace technology, access control, and physical infrastructure issues
• Work with People Operations on employee onboarding/offboarding and IT provisioning
• Coordinate with other IT teams (Infrastructure, Engineering, Applications) for complex issue resolution
• Build strong relationships with business stakeholders across the organization

M&A Integration Support

• Support IT service desk integration activities for mergers and acquisitions
• Ensure seamless onboarding of acquired company employees onto Anduril IT systems
• Coordinate with M&A integration teams to maintain service continuity during transitions

REQUIRED QUALIFICATIONS

• 7+ years of experience in IT service desk or support operations
• 3+ years of people management experience, including managing managers or leading teams of 10+ people
• Proven experience supporting executive-level users and managing critical (P0) incidents
• Strong understanding of ITSM frameworks and best practices (ITIL preferred)
• Experience with enterprise ITSM platforms (ServiceNow, Jira Service Management, or similar)
• Demonstrated ability to develop and mentor emerging talent
• Experience supporting multiple office locations or distributed teams
• Strong analytical skills with experience in metrics-driven decision making

PREFERRED QUALIFICATIONS

• Experience in defense, aerospace, or high-security environments
• Background supporting M&A integration activities
• ITIL certification (Foundation or higher)
• Experience with IT automation and self-service tools
• Knowledge of modern collaboration tools (Slack, Zoom, Google Workspace, Microsoft 365)
• Experience managing Mac and Windows enterprise environments
• Familiarity with MDM platforms (Jamf, Intune, etc.)

Skills & Competencies

• Leadership: Ability to inspire, develop, and retain high-performing teams
• Communication: Excellent verbal and written communication skills with ability to engage all organizational levels
• Problem-Solving: Critical thinking and ability to resolve complex technical and operational challenges
• Customer Focus: Commitment to delivering exceptional service experiences
• Adaptability: Thrives in fast-paced, dynamic environments with changing priorities
• Collaboration: Strong cross-functional partnership and stakeholder management abilities
• Strategic Thinking: Balances tactical execution with long-term operational planning

US Salary Range

$129,000—$171,000 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: 

Healthcare Benefits

• US Roles: Comprehensive medical, dental, and vision plans at little to no cost to you.
• UK & AUS Roles: We cover full cost of medical insurance premiums for you and your dependents.
• IE Roles: We offer an annual contribution toward your private health insurance for you and your dependents.

Additional Benefits 

• Income Protection: Anduril covers life and disability insurance for all employees.
• Generous time off: Highly competitive PTO plans with a holiday hiatus in December. Caregiver & Wellness Leave is available to care for family members, bond with a new baby, or address your own medical needs.
• Family Planning & Parenting Support: Coverage for fertility treatments (e.g., IVF, preservation), adoption, and gestational carriers, along with resources to support you and your partner from planning to parenting.
• Mental Health Resources: Access free mental health resources 24/7, including therapy and life coaching. Additional work-life services, such as legal and financial support, are also available.
• Professional Development: Annual reimbursement for professional development
• Commuter Benefits: Company-funded commuter benefits based on your region.
• Relocation Assistance: Available depending on role eligibility.

Retirement Savings Plan 

• US Roles: Traditional 401(k), Roth, and after-tax (mega backdoor Roth) options.
• UK & IE Roles: Pension plan with employer match.
• AUS Roles: Superannuation plan.

The recruiter assigned to this role can share more information about the specific compensation and benefit details associated with this role during the hiring process. 

Protecting Yourself from Recruitment Scams

Anduril is committed to maintaining the integrity of our Talent acquisition process and the security of our candidates. We've 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 @anduril.com 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 agency's authenticity by reaching out to contact@anduril.com.

• 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 sender's email domain is @anduril.com 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 contact@anduril.com. Your proactive caution is invaluable in protecting your personal information and upholding the security and trustworthiness of our recruitment efforts.

Data Privacy

To view Anduril's candidate data privacy policy, please visit https://anduril.com/applicant-privacy-notice/.