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Crusoe Logo Crusoe · IT - Administration

Director, Service Desk

United States, San Francisco 180000.00 - 225000.00 USD / Year · Job Posted January 19, 2026
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Job Description

Crusoe is seeking a Director to lead our fast growing 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.

Job Responsibility

  • Lead, manage, and mentor the Service Desk team
  • Develop and execute a multi-year strategic roadmap for internal IT support
  • Develop and manage the annual IT Service Desk budget
  • Lead procurement for end-user computing and own relationships with key technology vendors
  • 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
  • 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

Requirements

  • Bachelor’s degree in Information Systems, Computer Science, or equivalent experience
  • 7+ years of IT support and operations experience
  • 3+ years in a leadership role managing Service Desk or IT support teams
  • Demonstrated ability to manage large-scale support operations
  • Proven experience developing staff performance
  • Proficiency in macOS and Windows support
  • 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 have

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

What we offer

  • Bonus
  • Restricted Stock Units
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