Service Desk Manager Job at Crusoe (San Francisco)

Service Desk Manager

Crusoe

Location:
United States , San Francisco

Category:
IT - Administration

Contract Type:
Not provided

Salary:

125000.00 - 150000.00 USD / Year

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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

Additional Information:

Job Posted:
February 21, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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