NomadDesk

Director, Global IT Service Desk

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 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

• 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

• 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