Helpdesk Lead

Responsibilities

• Establish scalable IT Service Management (ITSM) workflows, including ticket prioritization, SLAs, and escalation paths
• Configure and manage ticketing systems (Jira) and asset management tools (Snipe-IT)
• Hire, mentor, and manage a team of IT Analysts
• Manage Identity and Access Management (IAM) and automate low-effort tickets
• Troubleshoot hardware (Mac, Windows, Linux), software, and network connectivity
• Provide end-user guidance for Ubuntu Linux
• Manage Zoom conference rooms and audio/visual equipment for events and podcasts
• Manage employee onboarding and offboarding processes
• Build an internal knowledge base and implement "Shift Left" automation strategies

Requirements

• 5+ years in IT support
• 2-3 years in a Lead, Senior, or Supervisory role
• Deep expertise in SaaS administration (Google Workspace, Linux, Slack, Zoom, Okta)
• Strong knowledge of MDM solutions (Jamf, Kandji, or Intune)
• Ability to mentor junior staff and manage vendor relationships
• Strong communication skills to translate technical jargon for non-technical stakeholders

Preferred Qualifications

• Familiarity with CrowdStrike
• Familiarity with Jira/Atlassian suites
• Experience building studio setups and running audio/visual equipment

About the Company

Kodiak Robotics, Inc. is a leader in autonomous ground transportation, developing an AI-powered technology stack for commercial trucking and the public sector to create a safer and more efficient future.