Overview

The IT Service Desk Manager leads a multi-location team supporting corporate, retail, and distribution center staff. This hands-on role ensures efficient IT support, manages service performance, handles critical incidents, and serves as a key liaison between IT and business functions.

What You'll Do

Lead and manage service desk teams across locations for high-quality support

Develop and implement service desk strategies aligned with business goals

Monitor KPIs, analyze trends, and drive continuous improvement

Ensure service levels and customer satisfaction across all user touchpoints

Manage major IT incidents to minimize business impact

Coach, mentor, and develop staff; oversee training and performance reviews

Coordinate scheduling to ensure 24/7 coverage and responsiveness

Collaborate with cross-functional teams and report performance to leadership

Oversee service desk budget and resource allocation

Handle escalations and resolve complex technical issues

What You'll Bring to the Table

Associate's or Bachelor's in IT, Computer Science, or related field (or equivalent experience)

Proven experience managing IT support in medium to large organizations

Strong leadership, problem-solving, and communication skills

In-depth knowledge of IT service management (ITSM) and tools

Experience improving support processes and managing projects

Skilled in stakeholder communication and team development

 The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability, or any other protected classification.

 

At Crocs, Inc. we believe in the power of a blend of in-person and virtual collaboration to drive creativity and strengthen relationships. Your participation in this flexible schedule plays a key role in building a connected and successful team. In-office requirements vary by our work personas: Resident (5 days), Collaborator (4 days), Connector (2-3 days), Explorer (fully remote). This role has been aligned to the Collaborator persona.

 

Job Category: Corporate