Manager, Service Desk at Cresco Labs | Powderkeg

COMPANY OVERVIEW

Cresco Labs is one of the largest public, vertically integrated, multistate operators in the cannabis industry. Our portfolio of in-house cultivated and manufactured brands features some of the highest quality, most awarded and most popular cannabis products in America. With dozens of locations nationwide, our owned and operated Sunnyside® dispensaries provide a welcoming, positive, judgement-free place to shop for anyone at any point on their cannabis journey.

Founded in 2013, Cresco Labs’ mission is to normalize and professionalize cannabis through our passionate employees. As stewards of the cannabis industry, our teams are constantly focused on supporting the needs of our fellow colleagues, consumers, customers, and communities alike. With a focus on Social Equity and Educational Development, our SEEDTM initiative ensures that our company reflects the communities in which we serve, ensuring equal opportunity for all to have the knowledge and resources to work in and own businesses in cannabis.

At Cresco Labs, we aim to revolutionize and lead the nation’s cannabis industry with a focus on quality and consistency of product, and to bring legitimacy to the industry with the highest level of integrity and professionalism.

If you’re interested in joining our mission, click the below links to join our team today!

MISSION STATEMENT

At Cresco, we aim to lead the nation’s cannabis industry with a focus on regulatory compliance, product consistency, and customer satisfaction. Our operations bring legitimacy to the cannabis industry by acting with the highest level of integrity, strictly adhering to regulations, and promoting the clinical efficacy of cannabis. As Cresco grows, we will operate with the same level of professionalism and precision in each new market we move in to.

JOB SUMMARY

Cresco Labs is seeking a Manager of Technology Service Desk to run its internal Service Desk. Reporting to the VP of Business Solutions, this role will have a wide range of responsibilities, such as supporting our nationwide physical locations, maintaining and supporting our ITSM platform, and working with other technology and business teams to rollout and support technologies deployed throughout the enterprise. As such, your written and verbal communication must be excellent. Your ability to plan and execute in a rapidly scaling environment are a major factor of success in this role.

**CORE JOB DUTIES **

  • Responsible for managing day-to-day operations of the Service Desk team, overseeing support for Retail, HQ, and Operations facilities.
  • Establish and enforce score-card metrics; monitor ticket documentation to identify common trends and maintain adherence to SLAs.
  • Create and document processes to increase self-service and resolution.
  • Establish and monitor KPIs to generate monthly scorecard for leadership.
  • Create and maintain escalation paths for all applications.
  • Perform periodic audits of Knowledge Base to ensure accuracy and proper documentation.
  • Manage hardware costs across multiple vendors, ensuring the company is getting the best value while maintaining high quality standards.
  • Work with team members to find growth opportunities and develop career paths through continued learning, training, and certifications.
  • Works with other technology departments to onboard 3rd party applications, creating frameworks for support & administration.

**REQUIRED EXPERIENCE, EDUCATION AND SKILLS **

  • 5 – 7 years of professional experience supporting a company’s service desk needs at a high level, with exposure to a variety of end user needs. Minimum 3 years in a management role in a technical customer service capacity, or technology service desk management.
  • Ability to take initiative and work independently, proactively identifying and addressing issues, while driving projects to completion with minimal supervision.
  • Strong experience in establishing business processes and auditing for adherence.
  • Excellent interpersonal skills; knows how to work well with diverse teams across multiple functions (finance, supply chain, sales, etc.).
  • Thrives in fast-paced environment; can handle multiple high priority projects simultaneously; adapts quickly to changing business needs and technical environments.
  • Experience at leading a dynamic service desk team, ensuring efficient operations, impeccable customer service, and timely issue resolution.
  • Experience in mentoring, coaching and motivating staff, fostering a culture of collaboration, innovation and continuous improvement.
  • Role is based in downtown Chicago, with the option of remote work available.

BENEFITS

Cresco Labs is proud to offer eligible employees a robust offering of benefits including, major medical, dental and vision insurance, a 401(K)-match program, FSA/HSA programs, LTD/STD options, life insurance and AD&D. We also offer eligible employees paid holidays and paid time off. Other rewards may include annual discretionary bonuses, stock options as well as participation in our employee discount program. Benefits eligibility for permanent positions may vary by full-time or part-time roles, location, or position.

ADDITIONAL REQUIREMENTS

  • Must be 21 years of age or older to apply
  • Must comply with all legal or company regulations for working in the industry

Cresco Labs is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

California Consumer Privacy Act (“CCPA”) Notice to Applicants:
Please read the [California Employee Privacy

Notice](https://www.sunnyside.shop/california-employee-privacy-notice)[ ](https://www.crescolabs.com/california-employee-privacy-notice/)(“CA Privacy Notice”) regarding Sunnyside* and its affiliate Cresco Labs’ policies pertaining to the collection, use, and disclosure of personal information. This CA Privacy Notice supplements the information contained in the Sunnyside* Privacy Policy and applies to California resident employees and job applicants. Applicants with disabilities may access this notice in an alternative format by contacting CCPAnotice@crescolabs.com

Reporting a Scam:

Cresco Labs is aware of fictitious employment offers being circulated from various sources. Many of these schemes consist of an alleged offer of employment with Cresco Labs with the intention of gaining personal information, including payment and/or banking information. Be aware that fraudulent job offers and correspondence may appear legitimate: they may feature a Cresco Labs logo, they may appear to originate from an official- looking email address or web site, or they may be sent by individuals purporting to represent Cresco Labs or an entity which includes the word Cresco Labs in its name.

Please note that Cresco Labs **does not **ask for payment or personal banking information as a condition of employment. Any personal information is requested for payroll or state badging purposes only. Applications can be securely submitted through our career’s pages.

We are working diligently to block this from happening. Beware if an

offer of employment looks too good to be true. Never divulge personal and banking information or send money if you are unsure of the authenticity of an email or other communication in the name of Cresco Labs.

If you are in doubt, please contact us at **[Report-a-

spam@crescolabs.com](mailto:Report-a-spam@crescolabs.com)** with questions.

Job Summary
  • Job Title
    Manager, Service Desk
  • Company
    Cresco Labs
  • Location
    Chicago, IL
  • Employment Type
    Full time
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