Director, Global IT Service Desk at Crowdstrike

Sunnyvale, California, United States

Apply Now

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

Key technologies and capabilities for this role

IT Service DeskIncident ManagementProblem ManagementAIAutomationLeadershipService DeliveryMajor Incident ManagementRapid Response

Questions & Answers

Common questions about this position

Is this position remote or does it require being near a specific location?

The position has a preference for candidates near Sunnyvale, CA but is open to candidates operating remotely in the USA.

What salary or compensation does this role offer?

This information is not specified in the job description.

What key skills and experience are required for the Director of IT Service Desk role?

The role requires technical expertise, leadership in a hyper-growth fast-paced environment, global customer service experience, a relentless problem-solving mindset, and the ability to motivate teams, with a focus on embracing emerging technologies like AI and automation.

What is the company culture like at CrowdStrike?

CrowdStrike cultivates a culture that gives every employee flexibility and autonomy to own their careers, emphasizing limitless passion, relentless focus on innovation, and fanatical commitment to customers, community, and each other.

What makes a strong candidate for this IT Service Desk Director position?

A forward-thinking leader who embraces emerging technologies like AI and automation, has a solid technical background, global customer service experience, thrives in hyper-growth environments, and possesses a relentless problem-solving mindset to motivate teams.

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.

Land your dream remote job 3x faster with AI

Try Jobo Free