Director, Service Desk

Who you are

You have a proven track record of leading IT support teams, with a focus on service excellence and customer satisfaction. Your experience includes developing and executing strategic roadmaps for IT operations, ensuring alignment with company growth and technological advancements. You possess strong leadership skills, with a passion for mentoring and developing talent within your team. You understand the importance of using technology and automation to enhance service delivery and improve operational efficiency. You are adept at managing budgets and forecasting for IT services, ensuring resources are allocated effectively to meet organizational needs. You thrive in collaborative environments, working closely with cross-functional teams to drive innovation and improve service outcomes.

Desirable

Experience in cloud infrastructure and automation tools would be a plus, as well as familiarity with IT service management frameworks. A background in manufacturing or data center operations can enhance your ability to support diverse environments effectively.

What you'll do

In this role, you will lead the Service Desk team, managing day-to-day IT support operations across all company locations. You will act as the primary escalation point for complex issues, ensuring timely resolution and high levels of customer satisfaction. You will develop and implement a multi-year strategic roadmap for internal IT support, aligning technology and service delivery models with the company's growth objectives. Your responsibilities will include overseeing the annual IT Service Desk budget, forecasting for hardware and software needs, and ensuring that the team is equipped to handle the demands of a rapidly growing organization. You will foster a culture of excellence within the team, focusing on hiring, coaching, and developing talent through performance reviews and clear career pathing. You will collaborate closely with Systems Engineering, Security, and IT Operations to ensure seamless and reliable service delivery across the organization.

What we offer

At Crusoe, you will be part of a mission-driven company that is at the forefront of the AI revolution, leveraging sustainable technology to create impactful solutions. We offer a collaborative work environment where innovation is encouraged, and your contributions will make a tangible difference. You will have the opportunity to shape the future of IT support within the organization, driving meaningful change and enhancing service delivery. We provide competitive compensation and benefits, along with opportunities for professional growth and development within a rapidly evolving industry.