IT Service Desk Tech Lead

At Crocs, Inc., every career offers a chance to make a real impact. No two journeys look the same. And that’s exactly how we like it. Whether you’re welcoming customers into our stores, collaborating with global teams at our headquarters, or keeping operations moving at our distribution centers, your impact is real and valued. At Crocs, Inc. you’re not expected to fit a mold.

You’re encouraged to break it and create something better.

The IT Service Desk Tech Lead for Crocs, Inc. 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. This role will be responsible for handling and supporting more sophisticated technical issues and supporting process management. You will operate with a reasonable degree of autonomy to make decisions to resolve technical issues within your scope of authority.

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 backup support when Supervisor/Manager is out of office.
• Serve as a critical link to the business with independent and discretionary 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 the planning, implementation, and tracking of technical projects that align with organizational goals.
• Collaborate with multi‑functional teams to ensure that IT solutions meet business requirements.
• Provide expert advice and technical leadership in the deployment of new technologies and systems integration.

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

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The Company is an Equal Opportunity Employer committed to a diverse and inclusive work environment. We accept applications on an ongoing basis.

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 classification protected by law.

Title:

IT Service Desk Tech Lead

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

Pay offered will vary based on job‑related factors such as location, experience, training, skills, and abilities.

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 Resident persona.

This position is eligible to participate in a company incentive program.

This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long‑term disability coverage, paid time off, employee assistance, participation in a 401(k) program that includes company match, and many other additional voluntary benefits.

The application window is 45 days, but applicants are encouraged to apply as soon as possible after the posting date in order to ensure optimal consideration. The posting will be removed if the job is filled before the application window deadline.