Manager, IT Services (Remote)

#WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our team changed the game. Since our inception, our market leading cloud-native platform has offered unparalleled protection against the most sophisticated cyberattacks. We’re looking for people with limitless passion, a relentless focus on innovation and a fanatical commitment to the customer to join us in shaping the future of cybersecurity. Consistently recognized as a top workplace, CrowdStrike is committed to cultivating an inclusive, remote-first culture that offers people the autonomy and flexibility to balance the needs of work and life while taking their career to the next level. Interested in working for a company that sets the standard and leads with integrity? Join us on a mission that matters - one team, one fight.

About the Role:

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.

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. This is an opportunity to work in a dynamic, robust, fast-paced and challenging environment. Candidates should be interested in expanding their breadth of knowledge, constantly learning new technologies and processes, and solving difficult problems.

What You’ll Do:

• 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, …