Helpdesk Lead

Overview

Kodiak Robotics, Inc. was founded in 2018 and has become a leader in autonomous ground transportation committed to a safer and more efficient future for all. The company has developed an artificial intelligence (AI) powered technology stack purpose-built for commercial trucking and the public sector. The company delivers freight daily for its customers across the southern United States using its autonomous technology.

In 2024, Kodiak became the first known company to publicly announce delivering a driverless semi-truck to a customer. Kodiak is also leveraging its commercial self-driving software to develop, test and deploy autonomous capabilities for the U.S. Department of Defense.

What you’ll do:

• 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.

• 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 engineering and Dev Ops teams.
• Incident Management:
  Serve as the primary point of contact for technical issues, troubleshooting hardware (Mac/Windows/Linux PCs), 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 audio/visual equipment and events such as live and recorded podcasts, leadership talks, all-hands meetings, and other events utilizing AV 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 asset retrieval and revocation of access for departing employees, ensuring data security and compliance.
• Collaborate with People Ops, Legal and IT Infrastructure teams to evolve employee lifecycle 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/Dev Ops to identify repetitive requests and implement self-service tools (for example Slackbots or automated provisioning workflows) to reduce manual toil.

• 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 Crowd Strike 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:
  Ability to mentor junior staff and manage vendor relationships. Ready to transition from a sole contributor to a player/coach, leading the helpdesk.
• Empathy:
  You understand that a broken laptop is a blocker to someone’s livelihood.
• Communication:
  Ability to translate technical jargon into clear language for non-technical stakeholders.

• Ownership:
  You will help define the Helpdesk and collaborate with the IT Infrastructure team to define metrics and chart success.
• Culture:
  We value efficiency and automation and want you to build systems that reduce password resets and improve availability.

• Competitive compensation package including equity and annual bonuses.
• Excellent Medical, Dental, and Vision plans…