Service Desk Manager

Crusoe's mission is to accelerate the abundance of energy and intelligence. We’re crafting the engine that powers a world where people can create ambitiously with AI — without sacrificing scale, speed, or sustainability.Be a part of the AI revolution with sustainable technology at Crusoe. Here, you'll drive meaningful innovation, make a tangible impact, and join a team that’s setting the pace for responsible, transformative cloud infrastructure.About This RoleWe’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 OnLeading, mentoring, and developing a team of Service Desk Technicians through structured coaching, delegation, and knowledge transferDesigning and operating scalable, repeatable processes for user provisioning, offboarding, incident management, and request fulfillmentUsing ticketing data and KPIs (NPS, CSAT, resolution time, SLA adherence) to identify trends, eliminate root causes, and report on team healthActing as a primary stakeholder for IT security operations, including access audits, termination workflows, and security protocol enforcementLeading cross-functional projects such as office expansions, hardware lifecycle refreshes, and SaaS migrationsServing as a trusted escalation point for complex user issues and ensuring a consistent “white-glove” service experienceWhat You’ll Bring to the Team5+ years of experience in a Service Desk leadership or lead role, with demonstrated success managing teams and outcomesStrong customer service instincts with the ability to balance empathy, clarity, and operational disciplineProven experience using data and metrics to drive continuous improvement and executive-level reportingExpertise 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 auditingSolid understanding of endpoint management (Jamf, Intune), MDR/XDR platforms, and networking fundamentalsBonus PointsExperience 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 expansionsStrategic mindset with experience building long-term Service Desk roadmapsBachelor’s degree in IT, Computer Science, or equivalent experience8+ years of experience in IT systems or enterprise support environmentsBenefits:Industry competitive payRestricted Stock Units in a fast growing, well-funded technology companyHealth insurance package options that include HDHP and PPO, vision, and dental for you and your dependentsEmployer 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 salaryGenerous paid time off and holiday scheduleCell phone reimbursementTuition reimbursementSubscription to the Calm appMetLife LegalCompany paid commuter benefit; $300/monthCompensation RangeCompensation will be paid in the range of up to $125,000 - $150,000 + Bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicants knowledge, education, and abilities, as well as internal equity and alignment with market data.Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability ... (truncated, view full listing at source)