Helpdesk Lead

Kodiak•Mountain View, CA

9h•Onsite

About The Position

Kodiak Robotics, Inc. was founded in 2018 and has become a leader in autonomous ground transportation committed to a safer and more efficient future for all. The company has developed an artificial intelligence (AI) powered technology stack purpose-built for commercial trucking and the public sector. The company delivers freight daily for its customers across the southern United States using its autonomous technology. In 2024, Kodiak became the first known company to publicly announce delivering a driverless semi-truck to a customer. Kodiak is also leveraging its commercial self-driving software to develop, test and deploy autonomous capabilities for the U.S. Department of Defense. Kodiak AI is looking for an experienced and proactive IT Helpdesk Lead to scale out our IT support function. In this role, you will be the primary owner of the employee technology experience. You will start as a hands-on "department of one," establishing core processes and tools, with the explicit goal of hiring, training, and managing a team of 2-3 IT Analysts as we scale. This is a unique opportunity to help further define the culture of IT at Kodiak AI. We are looking for someone who champions a "Shift Left" mentality—moving knowledge closer to the user through automation and self-service—while ensuring high-touch support for complex issues.

Requirements

Experience: 5+ years in IT support, with at least 2-3 years in a Lead, Senior, or Supervisory role.
Deep expertise in administering SaaS environments (Google Workspace, Slack, Zoom, Okta, etc.).
Strong knowledge of MDM solutions (Jamf, Kandji, or Intune) for automated device provisioning.
Leadership Potential: Proven ability to mentor junior staff and manage vendor relationships. You must be ready to transition from being a sole contributor to a player/coach, participating and leading the helpdesk.
Empathy: You understand that a broken laptop isn't just a ticket; it’s a blocker to someone’s livelihood.
Communication: Ability to translate technical jargon into clear language for non-technical stakeholders.

Nice To Haves

Familiarity with CrowdStrike is a strong plus.
Familiarity with Jira/Atlassian suites is a strong plus.
Familiarity with building out studio setups and running audio and visual equipment a strong plus

Responsibilities

Build and Manage the Helpdesk Function
Establish Processes: Design and implement scalable IT Service Management (ITSM) workflows, including ticket prioritization matrices, Service Level Agreements (SLAs), and escalation paths.
Tool Implementation: Configure and manage the ticketing system (e.g., Jira) and asset management tools (Snipe-IT) to ensure data-driven decision-making.
Team Growth: Define the roadmap for the IT support team. You will be responsible for helping to hire and mentor future analysts, fostering a culture of empathy and technical excellence.
Hands-On Support & Operations
Access Management: Manage Identity and Access Management (IAM) for internal tools. A key focus will be automating "low-effort" tickets (such as password resets or simple access requests) to prevent bottlenecks for our engineering and DevOps teams.
Incident Management: Serve as the primary point of contact for technical issues, troubleshooting hardware (Mac/Windows PC/Linux PC), software, and network connectivity problems.
Management of 20+ Zoom conference rooms across multiple locations
Collaboration and support of Events Team with the following audio/visual equipment and events:
Live and recorded podcasts, industry interviews, and talks featuring leadership
All-hands meetings, and other events utilizing the All-hands AV and spaces
General support and troubleshooting of all audio visual systems
Employee Lifecycle Management
Onboarding: create a "zero-day" start experience by ensuring new hires have fully configured hardware and access to all necessary SaaS platforms on their first day
Offboarding: Securely manage the retrieval of assets and revocation of access for departing employees, ensuring data security and compliance.
Collaborate with People Ops, Legal and IT Infrastructure team to evolve employee life cycle workflows as needed.
Documentation & "Shift Left" Strategy
Knowledge Base: Build a robust internal knowledge base (FAQs, wikis) to empower employees to solve common issues themselves (Tier 0 support).
Automation: Work with Engineering/DevOps to identify repetitive requests and implement self-service tools (e.g., Slackbots or automated provisioning workflows) to reduce manual toil.

Benefits

Competitive compensation package including equity and annual bonuses
Excellent Medical, Dental, and Vision plans through Kaiser Permanente, Cigna, and MetLife (including a medical plan with infertility benefits)
MetLife Legal Services, Identity & Fraud Protection, Hospital Indemnity Insurance, Accident Insurance, & Critical Illness Insurance
Flexible PTO, 10 paid holidays, and generous parental leave policies
Our office is centrally located in Mountain View, CA
Office perks: dog-friendly, free catered lunch, a fully stocked kitchen, and free EV charging
Long Term Disability, Short Term Disability, Life Insurance
Wellbeing Benefits - Headspace through Cigna, Calm through Kaiser, One Medical, Gympass, Spring Health through Cigna, Rula (mental health navigation)
Fidelity 401(k)
Commuter, FSA, Dependent Care FSA, HSA
Various incentive programs (referral bonuses, patent bonuses, etc.)