Service Desk Manager
About The Position
We’re seeking a Manager, Service Desk to lead and evolve Crusoe’s Service Desk function. This role is designed for a customer-obsessed, data-driven leader who excels at building repeatable, secure, and scalable service operations. You’ll be responsible for developing the team, maturing service delivery processes, and ensuring the Service Desk operates as a trusted partner to the business, not just a support queue. As the function scales, you’ll transition from hands-on troubleshooting to strategic oversight, owning sensitive workflows, high-visibility projects, and operational excellence that directly support Crusoe’s mission.
Requirements
- 5+ years of experience in a Service Desk leadership or lead role, with demonstrated success managing teams and outcomes
- Strong customer service instincts with the ability to balance empathy, clarity, and operational discipline
- Proven experience using data and metrics to drive continuous improvement and executive-level reporting
- Expertise building and maintaining service metrics dashboards (queue health, SLA performance, CSAT, deflection, documentation quality)
- Advanced administration experience with Google Workspace and Okta, including lifecycle management and security auditing
- Solid understanding of endpoint management (Jamf, Intune), MDR/XDR platforms, and networking fundamentals
Nice To Haves
- Experience automating Service Desk workflows using Python, Bash, or low-/no-code tools (e.g., Workato, Okta Workflows)
- Background supporting NOC/SOC operations or physical office/data center expansions
- Strategic mindset with experience building long-term Service Desk roadmaps
- Bachelor’s degree in IT, Computer Science, or equivalent experience
- 8+ years of experience in IT systems or enterprise support environments
Responsibilities
- Leading, mentoring, and developing a team of Service Desk Technicians through structured coaching, delegation, and knowledge transfer
- Designing and operating scalable, repeatable processes for user provisioning, offboarding, incident management, and request fulfillment
- Using ticketing data and KPIs (NPS, CSAT, resolution time, SLA adherence) to identify trends, eliminate root causes, and report on team health
- Acting as a primary stakeholder for IT security operations, including access audits, termination workflows, and security protocol enforcement
- Leading cross-functional projects such as office expansions, hardware lifecycle refreshes, and SaaS migrations
- Serving as a trusted escalation point for complex user issues and ensuring a consistent “white-glove” service experience
Benefits
- Industry competitive pay
- Restricted Stock Units in a fast growing, well-funded technology company
- Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents
- Employer contributions to HSA accounts
- Paid Parental Leave
- Paid life insurance, short-term and long-term disability
- Teladoc
- 401(k) with a 100% match up to 4% of salary
- Generous paid time off and holiday schedule
- Cell phone reimbursement
- Tuition reimbursement
- Subscription to the Calm app
- MetLife Legal
- Company paid commuter benefit; $300/month
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What This Job Offers
Job Type
Full-time
Career Level
Manager
