Helpdesk Lead

About the role

The Helpdesk Lead position at Kodiak Robotics, Inc. is designed to scale out the IT support function. This role will build and manage the Helpdesk Function, Hands-On Support & Operations, and Employee Lifecycle Management.

Responsibilities

• 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.
• Access Management: Manage Identity and Access Management (IAM) for internal tools. Automate "low-effort" tickets such as password resets or simple access requests to prevent bottlenecks for 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.
• Provide end user guidance to Ubuntu Linux.
• Management of 35+ Zoom conference rooms across multiple locations.
• Collaboration and support of Events Team with the following audio/visual equipment and events:
• Livestreams 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.
• 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: Build a robust internal knowledge base (FAQs, wikis) to empower employees to solve common issues themselves (Tier 0 support). Work with Engineering/DevOps to identify repetitive requests and implement self-service tools (e.g., Slackbots or automated provisioning workflows) to reduce manual toil.

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, Linux, Slack, Zoom, Okta, etc.).
• Strong knowledge of MDM solutions (Jamf, Kandji, or Intune) for automated device provisioning.
• 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 is a strong plus.
• 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.

Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Technical Certifications: CompTIA A+, CompTIA Network+, Microsoft Certified Solutions Expert (MCSE), or equivalent certifications.

Skills

• ITIL Foundation Certification
• Experience with Jira/Confluence
• Experience with Jamf/Kandji/Intune
• Experience with CrowdStrike
• Experience with Slack, Zoom, Okta, Google Workspace, and other SaaS applications
• Experience with Linux administration
• Experience with audio and visual equipment setup and troubleshooting
• Experience with incident management and problem resolution
• Experience with knowledge base and documentation creation

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
• 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
• Variety of incentive programs (referral bonuses, patent bonuses, etc.)

Pay

California Pay Range: $140,000 - $190,000 USD