Service Desk Manager - San Francisco, CA

About Crusoe

Crusoe is on a mission to align the future of energy with the future of computing. By deploying innovative technologies, we are building a future powered by clean energy and abundant computing infrastructure. We are at the forefront of the AI revolution, enabling groundbreaking advancements while prioritizing sustainability and responsible resource utilization.

Join our team and be a part of the solution, contributing to a world where technology and environmental stewardship go hand in hand. We offer a challenging and rewarding environment where you can grow your skills and make a real impact.

Role Overview

As the Service Desk Manager, you will be responsible for leading and evolving Crusoe’s Service Desk function. This pivotal role demands a customer-obsessed and data-driven leader who is adept at building repeatable, secure, and scalable service operations. Your primary focus will be on developing your team, refining service delivery processes, and ensuring the Service Desk serves as a trusted partner to the business, exceeding the expectations of a typical support queue.

In this dynamic position, you will transition from hands-on troubleshooting to strategic oversight as the function expands. This includes managing sensitive workflows, leading high-visibility projects, and driving operational excellence that directly supports Crusoe’s mission. Your leadership will be instrumental in shaping the future of our Service Desk and contributing to the overall success of the organization.

A Day in the Life

Here's what a typical day might look like:

• Start your day by reviewing the Service Desk dashboard, analyzing key metrics such as queue health, SLA performance, and customer satisfaction (CSAT) scores.
• Conduct a team huddle to discuss priorities, address roadblocks, and provide coaching to Service Desk Technicians.
• Meet with IT security stakeholders to review access audit results and ensure compliance with security protocols.
• Lead a project meeting for an upcoming office expansion, coordinating efforts across different teams to ensure a smooth deployment.
• Serve as an escalation point for a complex user issue, providing expert guidance and support to resolve the problem efficiently.
• Work on automating a Service Desk workflow using Python, streamlining a repetitive task and freeing up technician time.
• Prepare a report for executive leadership, highlighting Service Desk performance, key initiatives, and areas for improvement.
• Collaborate with other IT teams to proactively address potential issues and improve the overall user experience.
• Spend time mentoring and developing Service Desk Technicians, helping them grow their skills and advance their careers.

Why San Francisco?

San Francisco is a hub of innovation and technology, making it an ideal location for a forward-thinking company like Crusoe. The city offers a vibrant culture, a diverse community, and access to top talent. Being located in San Francisco allows us to attract and retain the best and brightest minds in the industry, fostering a collaborative and dynamic work environment. San Francisco provides an unparalleled ecosystem for technology companies to thrive and make a global impact.

Career Path

The Service Desk Manager role at Crusoe provides a strong foundation for career advancement within the organization. Potential career paths include:

• Senior Manager, IT Support
• Director, IT Operations
• Manager, Security Operations
• Project Manager, IT Initiatives

Crusoe is committed to providing opportunities for professional growth and development. We encourage our employees to pursue their career goals and provide the resources and support they need to succeed.

Salary & Benefits

Crusoe offers a competitive salary and benefits package that is designed to attract and retain top talent. The salary range for the Service Desk Manager role in San Francisco is estimated to be $120,000 - $170,000 per year, commensurate with experience. In addition to salary, we offer a comprehensive benefits package that includes:

• Restricted Stock Units (RSUs)
• Health insurance (HDHP and PPO options)
• Vision insurance
• Dental insurance
• Employer contributions to HSA accounts
• Paid Parental Leave
• Paid life insurance
• Short-term and long-term disability insurance
• Teladoc services
• Generous Paid Time Off (PTO) policy
• Professional Development Opportunities
• Employee Assistance Program (EAP)
• Company-sponsored events and team-building activities

Crusoe Culture

At Crusoe, we are driven by our mission to accelerate the abundance of energy and intelligence. We foster a culture of innovation, collaboration, and continuous learning. We believe in empowering our employees to take ownership of their work and make a real impact. We are committed to building a diverse and inclusive workplace where everyone feels valued and respected.

We encourage our employees to think outside the box, challenge the status quo, and push the boundaries of what's possible. We are a team of passionate individuals who are committed to making a positive impact on the world.

How to Apply

If you are a motivated and talented individual who is passionate about technology and sustainability, we encourage you to apply for the Service Desk Manager position at Crusoe. To apply, please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

FAQ

1. What does Crusoe do?

   Crusoe aligns the future of energy with the future of computing, focusing on sustainable and innovative solutions.

2. Where is the office located?

   This position is based in our San Francisco, California office.

3. What are the key responsibilities of the Service Desk Manager?

   Managing the service desk team, improving IT support processes, and ensuring excellent customer service.

4. What qualifications are necessary for this role?

   5+ years in service desk leadership, strong customer service skills, and experience with data-driven improvement.

5. What tools and technologies will I be using?

   Google Workspace, Okta, Jamf, Intune, and various MDR/XDR platforms.

6. What opportunities for growth are available?

   Opportunities include advancing to Senior Manager roles, Director of IT Operations, or Project Manager positions.

7. What is the company culture like?

   Crusoe promotes a culture of innovation, collaboration, and continuous learning.

8. What benefits does Crusoe offer?

   Competitive salary, RSUs, health benefits, paid parental leave, and professional development opportunities.

9. How do I apply for this position?

   Submit your resume and cover letter through our online application portal.

10. What is the interview process like?

    The interview process includes initial screenings, interviews with the hiring manager and team members, and potentially a technical assessment.