Service Desk Manager

Anduril is a defense technology company, bringing Silicon Valley talent and funding to the defense sector. Our technology helps our customers solve their toughest challenges by enabling them to make better, more informed decisions in life-and-death situations. We've assembled a diverse team of experts in artificial intelligence, computer vision, sensor fusion, optics, and data analysis that are creating software and hardware solutions to radically evolve the capabilities of the United States and our allies. If you are passionate about solving problems that have real impact, come join Anduril and build the future of defense.
We are looking for a highly motivated individual to join the Anduril Industries Information Technology Operations team. This role will be leading a team of 6-10 IT staff across Anduril offices around the world. This person will maintain and foster Anduril Industries’ quality policy: “Strive to exceed expectations through continuous improvement”.

WHAT YOU'LL DO

• Manage day to day operations and strategy for internal Service Desk team
• Develop and maintain metrics and service level agreements
• Drive individual training, development, and career planning
• Maintain our quality policy; Customer Satisfaction, High Reliability, On-Time, and Continuous Improvement
• Partner with key stakeholders across the organization to analyze business requirements and develop solutions for IT needs
• Decision maker with authority to advise on all technical matters
• Build, manage, and participate in a 24x7 on-call support

REQUIRED QUALIFICATIONS

• Candidates must possess excellent communication and leadership skills
• 10+ years IT support with a minimum of 3 years managing or leading a global service desk
• Deep understanding of ITIL/ITSM and its practical application
• Experience managing a large and complex Service Desk team and apply best practices and industry standards.
• The ability to multitask and prioritize tasks, handle and complete multiple projects effectively in a fast-paced environment
• Ability to learn quickly and lead the team through change in a dynamic environment
• Experience with a ticketing system and managing a ticket queue
• U.S. Person status is required as this position will access export controlled data

PREFERRED QUALIFICATIONS

• Experience with Jira Service Desk or Service-Now
• Experience with endpoint management tools (SCCM, Jamf, Kace, Workspace One, etc)
• Experience with Zoom and related video conferencing hardware
• Experience with Okta or other similar IAM tools
• Experience in a Zero trust/beyond corp environment
• Startup experience

Anduril is an equal-opportunity employer, and we encourage candidates from all backgrounds to apply. If you are someone passionate to work on problems that matter, we’d love to hear from you!

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