Manager, IT Services

#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.

About the Role:

The CrowdStrike IT Service Desk (ITSD) is looking for a Manager, IT Services (Executive) to join our team as part of a key team within CrowdStrike that is critical to the smooth and effective daily operations of all CrowdStrike team members. This position will manage and improve the ITSD team's support, systems, and operations, focusing on internal IT business needs.

The ideal candidate must possess a strong commitment to high-quality customer service, a solid work ethic, and ability to interface with all levels of the organization, including executive leadership. This is an opportunity to work in a dynamic, robust, fast-paced and challenging environment. Candidates should be interested in expanding their breadth of knowledge, constantly learning new technologies and processes, and solving difficult problems.

What You’ll Do:

• Serve as a technical leader for the Service Desk team supporting all levels of our internal user community with a specific focus on our Executive team needs

• Provide team guidance to improve efficiency and accuracy with ticket handling and the overall support process

• Collaborate with global Service Desk management, team members, and other teams’ subject matter experts on projects or initiatives

• Triage, prioritize, and resolve escalated support requests

• Implement, improve, and document new and existing policies, procedures and processes for various IT systems

• Conduct regular performance reviews and one-on-one meetings with direct reports

• Hire, train, coach, mentor and support Service Desk administrators

• Work with IT leadership to set and adhere to specific service level agreements and ensure timely and accurate ticket resolution based on KPIs and organizational metrics

• Partner with customers and organizational stakeholders to identify and address areas of improvement

• Develop daily, weekly and monthly reports to highlight team performance and identify areas for improvement

• Potential for occasional travel to remote offices for projects

What You’ll Need:

• A minimum 8+ years of experience in the IT field

• Experience effectively managing and developing Support, Service Desk or Help Desk Team members

• Ability to communicate with patience, tenacity and follow-through while tracking, troubleshooting and bringing to resolution internal customer support calls

• Able to explain advanced computer concepts, procedures and policies to non-technical users

• Strong task management skills with the ability to prioritize, triage, resolve and escalate in an efficient and effective manner

• Intermediate knowledge of OS concepts and Active Directory account creation and maintenance with some OU and Security Group management

• Tangible understanding of security best practices, worst practices, concepts and real-world application

Bonus Points:

• Systems management and automation: experience with basic Group Policy and automation services (Active Directory, Google Identity/Workspace)

• Networking concepts: experience with basic troubleshooting and network concepts (TCP/IP, DNS, IP addressing, connectivity troubleshooting, cabling, etc..)

• Familiarity with Linux: fundamental understanding of the Linux command line, services, data manipulation, installation and high level system operation

• Virtualization: experience with VMWare or Hyper-V deployment, management and troubleshooting

• Security: Intermediate to advanced level understa