IT Service Desk Tech Lead

IT Service Desk Tech Lead – Crocs, Inc.

Join to apply for the IT Service Desk Tech Lead role at Crocs, Inc.

The IT Service Desk Tech Lead is a member of the Global Support Team and provides technical support to Corporate, Distribution Center, and Retail Operations by responding to incidents and requests reported by users. The role handles and supports more sophisticated technical issues and manages processes. It operates with a reasonable degree of autonomy, makes decisions, and resolves technical issues within its scope.

Technical training to other service desk members is a critical part of this job.

• Act as the primary on‑site contact for coordination and communication between team members and external partners.
• Provide technical leadership for the Service Desk team, both locally and globally.
• Provide back‑up support when the Supervisor/Manager is out of office.
• Serve as a critical link to the business with independent decision‑making.
• Act as a liaison between support tiers and functional groups.
• Conduct initial problem management for persistent issues that do not require escalation to IT Problem Management.
• Guide analysts and technicians in interpersonal and technical expertise.
• Lead by example, tackling new issues that require collaboration with escalation teams.
• Drive the resolution of sophisticated IT issues involving multiple systems across various locations.
• Serve as the escalation point for unresolved or critical technical issues.
• Develop training programs and documentation for the IT department.
• Ensure comprehensive documentation practices are followed.
• Conduct advanced training sessions and workshops for IT staff and end‑users.
• Run IT projects with limited scope, including planning, implementation, and tracking of technical projects aligned with organizational goals.
• Collaborate with multi‑functional teams to ensure IT solutions meet business requirements.
• Provide expert advice and technical leadership in the deployment of new technologies and system integrations.

• 2+ years of related experience.
• Proven leadership abilities and experience in leading a team.
• Deep technical knowledge focused on service desk operations.
• Excellent problem‑solving, organizational, and communication skills.
• Helpful certifications: ITIL Expert, CompTIA Security+, HDI Desktop Support Manager.

Title: IT Service Desk Tech Lead

Salary or Pay Range: $70,000 - $80,000

Pay varies based on location, experience, training, skills, and abilities.

The role is eligible for a company incentive program and benefits including medical, dental, vision, life and AD&D, short/long‑term disability insurance, paid time off, employee assistance, 401(k) with company match, and additional voluntary benefits.

In‑office requirements vary by work personas. This role aligns with the Resident persona.

The application window is 45 days, and the posting will be removed if the job is filled before the deadline.

Seniority Level: Mid‑Senior level

Employment Type:

Full‑time

Job Function:
Information Technology

Industry: Retail Apparel and Fashion

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