IT Executive Support Lead, CrowdStrike

• Candidates should have a high level of confidence in their abilities, outstanding verbal and written communication skills at various levels, an interest in expanding their breadth of knowledge, enjoy learning new technologies, be processes driven, able to solve difficult problems, come up with creative and unorthodox solutions and think well on their feet
• Maintain an operational knowledge of the latest Mac, Windows and mobile platforms and their compatibility with MDM solutions, including best practices and system configurations
• Ability to explain technology concepts/procedures/policies in a non-technical way; collaborating and coordinating with members of other teams to track, isolate and resolve technical issues
• Must have prior work experience supporting Senior Executives, Board Members and VIP users at an enterprise level
• Strong task management skills: ability to prioritize, triage, resolve and escalate in an efficient and effective manner
• Advanced knowledge of OS concepts, Active Directory, Endpoint management solutions and various security platforms. Requires knowledge of OU and Security Group management
• Strong understanding of security best practices, worst practices, concepts and real-world application
• On-call experience, responding within agreed time limits to incidents and service requests, working continuously on a task until completion (or escalating to another group where appropriate)
• Manage multiple cases with changing priorities
• Experience working with industry-standard AV technology and tools (Crestron, Zoom, Polycom)
• Effective communication, patience, tenacity and follow-through in tracking, troubleshooting and bringing to resolution internal customer support calls
• Must have effective written and verbal communication skills
• Must be capable of lifting 50lbs

Desirable

• In this role, you will be in the front lines of support with Crowdstrike’s executive leadership team as well as supporting corporate events
• This position will facilitate, implement, troubleshoot, problem solve and enhance the ITSD Team’s support
• This is an opportunity to work in a dynamic, robust, fast-paced and challenging environment
• Serve as a technical lead and function as a player-coach for the Executive support and Service Desk Team
• Provide team guidance and mentorship to improve efficiency and accuracy with ticket handling, and the overall support process while assisting with inbound support requests as needed
• Provide remote and in-office white glove technical support for company leaders, business partners, and board members with a professional, calm, supportive, and accommodating demeanor
• Provide direct point of contact between executive support stakeholders and cross functional departments across the company
• Management of executive endpoints via monitoring, securing, updating, patching, troubleshooting, automating and optimizing laptop, mobile and desktop systems
• Contribute to streamline, optimize and simplify the executive white glove support experience, improving application usability, security, and interoperability, testing new application releases and researching new solutions to customer demands or recurring problem sets
• Collaborate with internal IT teams to improve processes from issues discovered from executive stakeholders
• Provide direct support to internal and external events, i.e, departmental all-hands, team trainings, Fal.Con
• Create and maintain documentation for executive support processes, runbooks, and communications
• Establish best practices through the entire technical support process
• Lead or act as a subject matter expert on IT projects or initiatives
• Responsible for acting as the Incident Manager for high priority internal IT incidents and escalations
• Maintain an operational acumen and best practice knowledge of the latest Mac, Windows and Linux OS server and desktop features, including best practices and system/application configurations
• Research, install and evaluate new products and services for deployment to internal customers
• Implement, improve and document new and existing policies, procedures and processes for various IT systems
• 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
• Follow up with customers and organizational stakeholders to identify areas of improvement
• Develop daily, weekly and monthly reports to highlight team performance and identify areas for improvement