Helpdesk Lead

<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></p> <p class="p2"><span style="font-size: 12pt;"><strong>In this role, you will:</strong></span></p> <ol> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Build and Manage the Helpdesk Function</span></li> </ol> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><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 style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><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 style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><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> </li> </ul> <ol> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Hands-On Support &amp; Operations&nbsp;</span></li> </ol> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><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 style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><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.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Management of 20+ Zoom conference rooms across multiple locations</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Collaboration and support of Events Team with the following audio/visual equipment and events:</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Live and recorded podcasts, industry interviews, and talks featuring leadership</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">All-hands meetings, and other events utilizing the All-hands AV and spaces</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">General support and troubleshooting of all audio visual systems</span></li> </ul> </li> </ul> <ol> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Employee Lifecycle Management</span></li> </ol> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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&nbsp;</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Offboarding: Securely manage the retrieval of assets and revocation of access for departing employees, ensuring data security and compliance.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Collaborate with People Ops, Legal and IT Infrastructure team to evolve employee life cycle workflows as needed.</span></li> </ul> </li> </ul> <ol> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Documentation &amp; "Shift Left" Strategy</span></li> </ol> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Knowledge Base: Build a robust internal knowledge base (FAQs, wikis) to empower employees to solve common issues themselves (Tier 0 support).</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></li> </ul> </li> </ul> <p><span style="font-size: 12pt;"><strong>What you’ll bring:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience: 5+ years in IT support, with at least 2-3 years in a Lead, Senior, or Supervisory role.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Deep expertise in administering SaaS environments (Google Workspace, Slack, Zoom, Okta, etc.).</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Strong knowledge of MDM solutions (Jamf, Kandji, or Intune) for automated device provisioning.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Familiarity with CrowdStrike is a strong plus.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Familiarity with Jira/Atlassian suites is a strong plus.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Familiarity with building out studio setups and running audio and visual equipment a strong plus</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Empathy: You understand that a broken laptop isn't just a ticket; it’s a blocker to someone’s livelihood.&nbsp;</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Communication: Ability to translate technical jargon into clear language for non-technical stakeholders.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Why Kodiak AI?</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ownership: You aren't just joining a helpdesk; you will help define it.&nbsp; You will collaborate with the IT Infrastructure team to define the metrics and chart the success of the Kodiak Helpdesk.&nbsp;</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Culture: We value efficiency and automation. We want you to spend less time resetting passwords and more time building systems that prevent passwords from needing resets.</span></li> </ul> <p class="p2"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>What we offer:</strong></span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Competitive compensation package including equity and annual bonuses</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Excellent Medical, Dental, and Vision plans through Kaiser Permanente, Cigna, and&nbsp; MetLife (including a medical plan with infertility benefits)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">MetLife Legal Services, Identity &amp; Fraud Protection, Hospital Indemnity Insurance, Accident Insurance, &amp; Critical Illness Insurance</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Flexible PTO, 10 paid holidays, and generous parental leave policies</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Our office is centrally located in Mountain View, CA</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Office perks: dog-friendly, free catered lunch, a fully stocked kitchen, and free EV charging</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Long Term Disability, Short Term Disability, Life Insurance</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Wellbeing Benefits - Headspace through Cigna, Calm through Kaiser, One Medical, Gympass, Spring Health through Cigna, Rula (mental health navigation)&nbsp;</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Fidelity 401(k)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Commuter, FSA, Dependent Care FSA, HSA</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Various incentive programs (referral bonuses, patent bonuses, etc.)</span></li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>The pay range listed below reflects the base salary&nbsp;<strong data-stringify-type="bold">in our SF/Silicon Valley location,&nbsp;</strong>across several internal levels. Actual starting pay will be based on job-related factors including: work location, experience, relevant training, education, skill level and performance during interview. Total compensation at Kodiak includes base pay, equity, bonus and a competitive benefits package</p></div><div class="title">California Pay Range</div><div class="pay-range"><span>$140,000</span><span class="divider">&mdash;</span><span>$190,000 USD</span></div></div></div><div class="content-conclusion"><div>&nbsp;</div> <div>At Kodiak, we strive to build a diverse community working towards our common company goals in a safe and collaborative environment where harassment of any kind is strictly prohibited. Kodiak is committed to equal opportunity employment regardless of race, ethnicity, religion, gender identity, sexual orientation, age, disability, or veteran status, or any other basis protected by applicable law.</div> <div>&nbsp;</div> <div>In alignment with its business operations, Kodiak adheres to all relevant statutes, regulations, and administrative prerequisites. Accordingly, roles that carry more sensitive requirements may be limited to candidates that can satisfy additional scrutiny and eligibility for such positions may hinge on verification of a candidate’s residence, U.S. person status, and/or citizenship status. Should the position require, and Kodiak determines that a candidate’s residence, U.S. person status, and/or citizenship status necessitate an export license, bar the candidate from the position, or otherwise fall under national security-related restrictions, Kodiak will consider the candidate for alternative positions unaffected by such restrictions, under terms and conditions set forth at Kodiak’s sole discretion, or, as an alternative, opt not to proceed with the candidate’s application. If applicable, Kodiak may provide visa sponsorship for eligible candidates.</div> <div>&nbsp;</div> <div><em>We use a third-party AI tool (Endorsed) to assist in the initial screening of applications. As part of the evaluation process, we provide Endorsed with job requirements and candidate-submitted applications. Final hiring decisions are made by our human recruitment team, and no automated system makes the ultimate decision regarding hiring. Certain features of the platform may qualify it as an Automated Employment Decision Tool (AEDT) under applicable regulations. We began using Endorsed on January 1, 2026. You can review the independent bias audit report covering our use of Endorsed [here](</em><em><a href="https://endorsed.com/local-law-144" target="_blank" data-sk="tooltip_parent">https://endorsed.com/local-law-144</a></em><em>). By submitting your application, you acknowledge that your application may be processed by AI systems as part of the screening and selection process. If you have any questions or would like to request a separate review of your application, please contact </em><em><a href="mailto:careers@kodiak.ai" target="_blank" data-sk="tooltip_parent">careers@kodiak.ai</a></em><em> with "Separate Review Request" in the email subject line.</em></div> <p>&nbsp;</p></div>