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Crusoe Logo Crusoe · IT - Administration

Service Desk Manager

United States, San Francisco 125000.00 - 150000.00 USD / Year · Job Posted February 21, 2026
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Job Description

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.

Job Responsibility

  • 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

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 have

  • 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

What we offer

  • 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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