Senior Helpdesk

• Kodiak AI is looking for an experienced and proactive IT Helpdesk Lead to scale out our IT support function. In this role, you will be the primary owner of the employee technology experience. You will start as a hands-on “department of one,” establishing core processes and tools, with the explicit goal of hiring, training, and managing a team of 2-3 IT Analysts as we scale
• This is a unique opportunity to help further define the culture of IT at Kodiak AI
• 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. 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 35+ 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
• 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
• 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

Benefits

• Remote-friendly work environment
• 401k
• Generous PTO policy
• Life insurance
• Assortment of medical (PPO/HMO/HDHP), dental, vision, and FSA plans
• Family-friendly company events
• Dog-friendly office
• Employee-driven fitness classes
• Beautiful, renovated facilities in Mountain View, CA and Lancaster, TX
• Free EV charging
• Trivia and board game nights- We are looking for someone who champions a “Shift Left” mentality—moving knowledge closer to the user through automation and self-service—while ensuring high-touch support for complex issues
• 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
• Experience: 5+ years in IT support, with at least 2-3 years in a Lead, Senior, or Supervisory role
• Empathy: You understand that a broken laptop isn’t just a ticket; it’s a blocker to someone’s livelihood
• Familiarity with CrowdStrike is a strong plus
• Familiarity with building out studio setups and running audio and visual equipment a strong plus
• Strong knowledge of MDM solutions (Jamf, Kandji, or Intune) for automated device provisioning
• Communication: Ability to translate technical jargon into clear language for non-technical stakeholders
• Deep expertise in administering SaaS environments (Google Workspace, Slack, Zoom, Okta, etc.)
• Familiarity with Jira/Atlassian suites is a strong plus