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Job Summary:
Kodiak Robotics, Inc. is a leader in autonomous ground transportation, committed to a safer and more efficient future. They are seeking an experienced IT Helpdesk Lead to establish and scale their IT support function, focusing on enhancing the employee technology experience and building a team of IT Analysts.
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.
Qualifications:
Required:
• 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.
• 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.
• Proven ability to mentor junior staff and manage vendor relationships.
• Ability to translate technical jargon into clear language for non-technical stakeholders.
• You understand that a broken laptop isn't just a ticket; it’s a blocker to someone’s livelihood.
Company:
Endlessly adaptable. Always reliable. Through the endless demands of a world in constant motion, Kodiak helps you get the job done. Founded in 2018, the company is headquartered in Mountain View, USA, with a team of 201-500 employees. The company is currently Growth Stage.