Service Desk Manager

Service Desk Manager Crusoe is on a mission to accelerate the abundance of energy and intelligence. As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join Crusoe, you join a team that is building the future, faster. We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI. We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services. If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at Crusoe. About This Role 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. What You’ll Be Working On - 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 What You’ll Bring to the Team - 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 Bonus Points - 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 Benefits: - Competitive compensation - Restricted Stock Units - Paid time off & paid holidays - Comprehensive health, denta ... (truncated, view full listing at source)