Service Desk Manager

Location

San Francisco, CA - US

Full time

On-site

IT, Compliance, and Security

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 e, you'll drive meaningful innovation, make a tangible impact, and join a team that’s setting the pace for responsible, transformative cloud infrastructure.

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.

• 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

• 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

• 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:

• Industry competitive pay

• 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

• Met Life Legal

• Company paid commuter benefit; $300/month

Compensation Range

Compensation 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, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.