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