Head of Service Desk

Crusoe•Sunnyvale, CA

About The Position

Crusoe is seeking a Director of Service Desk to lead our IT Service Desk operations across all company locations, supporting diverse environments including manufacturing and data center sites. This role will oversee day-to-day IT support, act as the primary escalation point for complex issues, and drive continuous improvement in service delivery and customer satisfaction. We are looking for a leader with a maniacal focus on using technology and automation to scale support. The Director will lead a team of Service Desk professionals, collaborating closely with Systems Engineering, Security, and IT Operations to ensure seamless and reliable service.

Requirements

Bachelor’s degree in Information Systems, Computer Science, or equivalent experience.
7+ years of IT support and operations experience, including 3+ years in a leadership role managing Service Desk or IT support teams.
Demonstrated ability to manage large-scale support operations, with a proven track record of measuring KPIs, managing continuous improvement, and using technology and automation to scale support.
Proven experience developing staff performance, with a passion for mentoring and growing talent within the team.
Proficiency in macOS and Windows support, including command-line tools and native utilities.
Strong understanding of Active Directory, Cloud Identity Management, SSO, SAML 2.0, and MFA.
5+ years of experience managing MDM or RMM solutions.
Experience with SaaS management and IT asset tracking/lifecycle management.
Experience collaborating with cross-functional teams on IT initiatives and infrastructure projects.
Ability to work in a hands-on capacity while driving strategic initiatives.
Excellent written, oral, and interpersonal communication skills.
Ability to pass a background check.

Nice To Haves

Previous experience in manufacturing environments preferred.
Certifications in OKTA, Google Workspace, CCNA, or MCP are a plus.

Responsibilities

Lead, manage, and mentor the Service Desk team; build a culture of excellence by hiring, growing, and developing talent through coaching, performance reviews, and clear career pathing.
Develop and execute a multi-year strategic roadmap for internal IT support, aligning technology, automation, and service delivery models with company growth.
Develop and manage the annual IT Service Desk budget, including forecasting for hardware, software, services, and staffing.
Lead procurement for end-user computing and own relationships with key technology vendors and internal Procurement stakeholders.
Oversee daily Service Desk operations, ensuring timely resolution of tickets and adherence to SLAs.
Partner with other IT and business teams to coordinate onboarding, offboarding, and provisioning activities.
Develop and manage the IT asset management lifecycle, from procurement to disposal.
Develop and maintain Service Desk documentation and knowledge bases.
Monitor key performance metrics, identify improvement opportunities, and implement process optimizations.
Lead and manage the IT technology buildouts for new office, manufacturing, and data center locations.
Travel up to 20% to company office locations as needed.