Manager, IT Service Desk

Anduril Industries•Costa Mesa, CA

1d•$129,000 - $171,000

About The Position

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.

Requirements

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

Nice To Haves

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.)

Responsibilities

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
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
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
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
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

Benefits

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.