Manager of IT Services, CrowdStrike

• 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
• Candidates should be interested in expanding their breadth of knowledge, constantly learning new technologies and processes, and solving difficult problems
• 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

Desirable

• 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
• This is an opportunity to work in a dynamic, robust, fast-paced and challenging environment
• 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