Director, Global IT Service Desk

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We’re also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you.

About the Role:

The Director of IT Service Desk (ITSD) will provide technical expertise, leadership, and support of the daily activities of the IT Technology Service Desk team, providing worldwide support for internal customer questions, incidents, and service-related requests. This role supports CrowdStrike's IT functions worldwide, ensuring technology support services are delivered in a customer-focused approach. The ideal candidate will be a forward-thinking leader who embraces emerging technologies, particularly AI and automation solutions, to revolutionize service delivery and customer experience while scaling operations to support our rapid business growth.

The IT Service Desk Director will be responsible for leading the IT Support Services division, comprising IT Service Desk, Major Incident Management, Rapid Response services and oversight of Problem Management.

This role will establish and refine the processes, techniques, tools, and methods used by the ITSD to provide exceptional support and services to internal and external customers, ensuring services are timely and accurate on a daily basis, with responsibility for recruiting, training and supporting ITSD representatives and technicians.

The right candidate will thrive in a hyper-growth, fast-paced environment and have a solid technical background combined with global customer service experience. A relentless problem-solving mindset with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

*This position has a preference for candidates near Sunnyvale, CA but we are  open to candidates operating remotely in the USA.

What You'll Do:

• Manage, build, and develop a globally deployed customer-focused team that encompasses IT functions comprised of IT Help Desk, Desktop Administration and Rapid Response teams

• Scale service operations to support rapid business growth while maintaining cost-effective service delivery at enterprise scale

• Develop, own, and operate supporting services for problem management

• Drive excellence in customer service and technology service management as fundamental pillars of our professional work environment.

• Lead a metrics-driven service desk operation that prioritizes exceptional customer satisfaction through continuous measurement of user experience (CSAT), service performance (SLA, MTTR), and process effectiveness, fostering an environment of data-informed continuous improvement that consistently delivers world-class IT support

• Collaborate with IT service and internal business partners to identify and evolve service needs

• Champion the adoption of AI-powered solutions, chatbots, and intelligent automation to enhance service delivery, reduce resolution times, and create predictive support capabilities that anticipate customer needs

• Establish the organization strategy and work to recruit, develop and build top technical talent with the soft skills to provide world class customer service

• Design and implement a matrix organizational structure that enables subject matter experts (SMEs) to maintain dual reporting relationships, creating dotted-line connections between service desk specialists and their respective technical teams (networking, security, enterprise applications, etc.) to foster deeper technical expertise and career development opportunities

• Build and deploy cross-functional collaboration frameworks that leverage the matrix structure to enhance knowledge sharing, accelerate skill development, and enable SMEs to contribute to strategic technical projects while maintaining their service desk responsibilities

• Overs