Helpdesk Lead
Kodiak
<div class="content-intro"><p>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.</p></div><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">This is a unique opportunity to help further define the culture of IT at Kodiak AI. 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.</span></p> <p class="p2"><span style="font-size: 12pt;"><strong>In this role, you will:</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Build and Manage the Helpdesk Function</span></p> <ul> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Establish Processes: Design and implement scalable IT Service Management (ITSM) workflows, including ticket prioritization matrices, Service Level Agreements (SLAs), and escalation paths.</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Tool Implementation: Configure and manage the ticketing system (e.g., Jira) and asset management tools (Snipe-IT) to ensure data-driven decision-making.</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Hands-On Support &amp; Operations&nbsp;</span></p> <ul> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Incident Management: Serve as the primary point of contact for technical issues, troubleshooting hardware (Mac/Windows PC/Linux PC), software, and network connectivity problems.<br></span></li> <li><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Provide end user guidance to Ubuntu Linux.</span></li> <li><span style="font-famil