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
Oversee specialized IT support services including Executive Briefing Center (EBC) technical support and IT concierge services to deliver world class customer experiences for executive-level engagements and VIP users
Prioritize and drive efforts in automating and optimizing desktop and user related self-service programs that provide customers with an efficient and effective time to resolution
Additional responsibilities:
Manage key relationships to ensure services are aligned and delivered to business requirements
Set specific service level expectations and measure performance against them
Lead efforts involving the monitoring, updating, patching, troubleshooting, and optimizing desktop systemsEstablish best practices through the entire technical support services process
Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for IT systems
In partnership with the business, InfoSec and Applications develop and maintain an IT Service Catalog
Identify opportunities and facilitate the implementation of automation to improve service and productivity
What You'll Need:
Demonstrated track record of relentlessly pursuing operational excellence and customer satisfaction
Proven experience implementing AI or intelligent automation solutions in IT service management
Data-driven decision maker with proven ability to translate metrics into actionable business outcomes
Enterprise transformation and change management experience, preferably in high-growth environments
Experience with Experience Level Agreements (XLAs) and outcome-based service delivery models
BS degree in Computer Science, Information Technology or relevant field Masters preferred
Minimum 15-years' experience in a technical service-related field with a minimum of 7+ years proven work experience as a people manager, preferably with international experience
Leadership and management skills supporting globally distributed teams
Project management experience, preferably on worldwide initiatives
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a relentless problem-solving mindset
Excellent written and verbal communications skills
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Benefits of Working at CrowdStrike:
Remote-friendly and flexible work culture
Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world class amenities
Great Place to Work Certified™ across the globe
CrowdStrike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.
CrowdStrike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a local human rights commission, status with regard to public assistance, or any other characteristic protected by law. We base all employment decisions--including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, return from lay-off, terminations and social/recreational programs--on valid job requirements.
If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at [email protected] for further assistance.
Find out more about your rights as an applicant.
CrowdStrike participates in the E-Verify program.
Notice of E-Verify Participation
Right to Work
CrowdStrike, Inc. is committed to fair and equitable compensation practices. Placement within the pay range is dependent on a variety of factors including, but not limited to, relevant work experience, skills, certifications, job level, supervisory status, and location. The base salary range for this position for all U.S. candidates is $155,000 - $240,000 per year, with eligibility for bonuses, equity grants and a comprehensive benefits package that includes health insurance, 401k and paid time off.For detailed information about the U.S. benefits package, please click here.
Expected Close Date of Job Posting is:12-22-2025