Director, Global IT Service Desk at Crowdstrike

Sunnyvale, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, TechnologyIndustries

Requirements

Solid technical background
Global customer service experience
Ability to thrive in a hyper-growth, fast-paced environment
Relentless problem-solving mindset
Ability to motivate team to achieve specific goals
Forward-thinking leadership embracing emerging technologies, particularly AI and automation
Preference for candidates near Sunnyvale, CA (open to remote in USA)

Responsibilities

Provide technical expertise, leadership, and support for daily activities of the global IT Technology Service Desk team
Lead the IT Support Services division, including IT Service Desk, Major Incident Management, Rapid Response services, and oversight of Problem Management
Manage, build, and develop a globally deployed customer-focused team encompassing 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 through metrics-driven operations, measuring CSAT, SLA, MTTR, and process effectiveness for continuous improvement
Collaborate with IT service and internal business partners to identify and evolve service needs
Champion adoption of AI-powered solutions, chatbots, and intelligent automation to enhance service delivery, reduce resolution times, and create predictive support
Establish organization strategy and recruit, develop, and build top technical talent with soft skills for world-class customer service
Design and implement a matrix organizational structure enabling SMEs to maintain dual reporting relationships
Establish and refine processes, techniques, tools, and methods for exceptional, timely, and accurate support services
Recruit, train, and support ITSD representatives and technicians

Skills

IT Service Desk

Incident Management

Problem Management

Automation

Leadership

Service Delivery

Major Incident Management

Rapid Response

Crowdstrike

Cloud-native endpoint security solutions provider

About Crowdstrike

CrowdStrike specializes in cybersecurity, focusing on protecting businesses from cyber threats through cloud-native endpoint security solutions. Their main product, the Falcon platform, includes services like Falcon Pro, which replaces traditional antivirus with next-generation antivirus that integrates threat intelligence, Falcon Insight for endpoint detection and response, and Falcon Device Control to manage connected devices. Unlike many competitors, CrowdStrike's services are subscription-based, allowing clients to choose different levels of protection based on their needs. The company serves a diverse clientele, including many Fortune 100 companies, and is recognized as a leader in the cybersecurity field, known for its effectiveness in threat detection and response.

Austin, TexasHeadquarters

2011Year Founded

$468MTotal Funding

IPOCompany Stage

Enterprise Software, CybersecurityIndustries

5,001-10,000Employees

Benefits

Competitive Employee Stock Purchase Plan

Remote-friendly culture

Market leader in compensation and equity awards

Competitive vacation and flexible working arrangements

Comprehensive health benefits + 401k plan

Paid Parental Leave, including adoption

Wellness programs

Professional development and mentorship opportunities

Open offices have stocked kitchens, coffee, soda and treats

Risks

Increased competition from companies like Lumos could challenge CrowdStrike's market share.

Recovery from last year's outage may still affect customer trust and future sales.

Pressure to demonstrate ROI by 2025 could challenge CrowdStrike's financial transparency.

Differentiation

CrowdStrike's Falcon platform offers cloud-native endpoint security solutions, a key differentiator.

The company serves 44 of the Fortune 100, showcasing its strong market presence.

CrowdStrike's proactive threat hunting sets it apart in cybersecurity threat detection.

Upsides

Partnership with SonicWall opens new SMB market segment for CrowdStrike.

Recognition as a leader in ransomware prevention boosts CrowdStrike's market credibility.

Gamified learning initiatives help address cybersecurity skills gap, benefiting future talent pipeline.

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