CrowdStrike · 2 months ago
Director, Global IT Service Desk
United States
Full-time
Remote
Director/Executive
$155K/yr - $240K/yr
15+ years expCrowdStrike is a global leader in cybersecurity dedicated to stopping breaches and redefining modern security. The Director of IT Service Desk will provide leadership and technical expertise to the IT Technology Service Desk team, ensuring customer-focused support and the adoption of innovative technologies to enhance service delivery. This role involves managing service operations, driving customer satisfaction, and leading a globally deployed team while fostering a culture of continuous improvement.
Artificial Intelligence (AI)Cloud Data ServicesCloud SecurityCyber SecurityNetwork Security
Responsibilities
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
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 systems
Establish 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
Qualification
Required
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
Benefits
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
Company
CrowdStrike
CrowdStrike is a cybersecurity technology firm that provides cloud-delivered protection for cloud workloads, identity, and data.
5001-10000 employees
H1B Sponsorship
CrowdStrike has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (116)
2024 (62)
2023 (91)
2022 (60)
2021 (49)
2020 (22)
Funding
Current Stage
Public CompanyTotal Funding
$1.24BKey Investors
ARK Investment ManagementAccelCapitalG
2022-12-01Post Ipo Equity· $4.6M
2021-01-12Post Ipo Debt· $750M
2019-06-12IPO
Leadership Team
George Kurtz
President / CEO & Founder
Zeki Turedi
Field CTO Europe
Recent News
2026-01-17
2026-01-17
Company data provided by crunchbase