Lead, IT Service Desk, West Coast

2 нед. назад

USALeadOnsite

Lead and optimize IT service desk operations across West Coast regional sites ensuring consistent service delivery and managing support escalations.

Обязанности

We are seeking a Lead, IT Service Desk West Coast to oversee and optimize IT service desk operations across our West Coast regional sites. This role focuses on ensuring consistent service delivery, managing support escalations, and maintaining operational readiness across regional sites.
Develop and maintain standardized IT service desk processes, policies, and runbooks for all assigned regional sites to ensure efficiency and consistency.
Serve as a primary technical resource for the West Coast service desk, providing advanced troubleshooting and expert support for complex issues, and coaching regional teams on best practices.
Plan, manage, and execute IT service desk readiness for new regional offices and expansions, including onsite support coverage, endpoint configuration, and new-hire onboarding readiness.
Ensure adherence to company IT policies and service level agreements (SLAs) across all service desk tickets.
Provide advanced troubleshooting and direct end-user support for escalated technical problems spanning hardware, endpoint software, identity, and access.
Contribute to and maintain comprehensive IT documentation, including knowledge base articles and operational procedures.
Identify and drive opportunities for process, automation, and quality improvements within service desk operations to enhance efficiency and reliability.
Manage and triage ticket queues for designated regional offices, ensuring timely and effective resolution, and report on queue health and trends.
Partner with peer regional leads to maintain consistent handoffs and coverage across time zones.
Assist with communication and coordination with hardware and software vendors as needed.

Требования

3+ years of progressive experience in IT support or service desk operations, with experience in a lead or advanced support role.
Demonstrated experience implementing and adhering to IT support processes and policies.
Proficiency managing ticket queues and meeting SLAs.
Proficiency with Windows, macOS, and Linux operating systems.
Strong troubleshooting skills across desktops, laptops, peripherals, and basic networking.
Excellent verbal and written communication and customer service skills.
Highly organized and detail-oriented, with the ability to manage multiple priorities effectively.
Ability to travel up to 10% of the time, including potential international travel.
Ability to lift up to 50 pounds.
Ability to obtain and maintain a US Secret Clearance

Будет плюсом

Associate's or Bachelor's degree in a related field.
Relevant industry certifications (e.g., CompTIA A+, ITIL Foundation).
Experience contributing to IT projects or initiatives.
Familiarity with ticketing and reporting in Jira Service Management.
The salary range for this role is an estimate based on a wide range of compensation factors, inclusive of base salary only. Actual salary offer may vary based on (but not limited to) work experience, education and/or training, critical skills, and/or business considerations. Highly competitive equity grants are included in the majority of full time offers; and are considered part of 's total compensation package. Additionally, offers top-tier benefits for full-time employees, including:

Условия

At , we invest in our people. Our comprehensive, competitive benefits package (available at little to no cost to employees) ensures you’re supported in health, recovery, and whatever comes next.  For more information, Explore Our Benefits .

Другое

Industries is a defense technology company with a mission to transform U.S. and allied military capabilities with advanced technology. By bringing the expertise, technology, and business model of the 21st century’s most innovative companies to the defense industry, is changing how military systems are designed, built and sold. ’s family of systems is powered by Lattice OS, an AI-powered operating system that turns thousands of data streams into a realtime, 3D command and control center. As the world enters an era of strategic competition, is committed to bringing cutting-edge autonomy, AI, computer vision, sensor fusion, and networking technology to the military in months, not years.
is committed to maintaining the integrity of our Talent acquisition process and the security of our candidates. We've observed a rise in sophisticated phishing and fraudulent schemes where individuals impersonate representatives, luring job seekers with false interviews or job offers. These scammers often attempt to extract payment or sensitive personal information.
To ensure your safety and help you navigate your job search with confidence, please keep the following critical points in mind:
No Financial Requests:  will never solicit payment or demand personal financial details (such as banking information, credit card numbers, or social security numbers) at any stage of our hiring process. Our legitimate recruitment is entirely free for candidates.
Please always verify communications: Direct from : If you receive an email from one of our recruiters, it will only come from an @.com address.
Via Agency Partner: If contacted by a recruiting agency for an role, their email will clearly identify their agency. If you suspect any suspicious activity, please verify the agency's authenticity by reaching out to contact@.com . 
Exercise Caution with Unsolicited Outreach:  If you receive any communication that appears suspicious, contains grammatical errors, or makes unusual requests, do not engage. Always confirm the sender's email domain is @.com before providing any personal information or clicking on links.
What to Do If You Suspect Fraud:  Should you encounter any questionable or fraudulent outreach claiming to be from , please report it immediately to  contact@.com . Your proactive caution is invaluable in protecting your personal information and upholding the security and trustworthiness of our recruitment efforts.
To view 's candidate data privacy policy, please visit.  
 
By submitting your application, you consent to Industries using a third-party service provider to conduct pre-employment risk, integrity, and due diligence screening and assessing potential risks as part of your application process. This third-party service provider provides risk-intelligence services that may include analysis of sanctions and watchlists, adverse media, public-record information, and other lawful open-source or commercial data sources. This third-party service provider does not act as a consumer reporting agency. Use of this provider helps to ensure compliance with applicable laws and protect technology, intellectual property, and organizational security.