#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 Executive Support Team is looking for an IT Executive Support Lead to join our group. The team directly interfaces with our executive leadership across the company to solve complex problems and advocate for their needs cross functionally to all IT units. 

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. 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.

 

What You'll Do:

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

 

What You'll Need:

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

Able to travel up to 25% of time in role

Must be capable of lifting 50lbs

 Bonus Points:

Scripting: experience with scripting or reverse engineering scripts in PowerShell/Linux

Systems management and automation: experience with, MDM, Ansible, WSUS, with advanced administration knowledge of group policy and automation services

Advanced understanding of networking concepts: TCP/IP, DNS, IP addressing, connectivity troubleshooting, cabling (straight through vs crossover, patch panels and patch ports, tracing/toning cables and troubleshooting wiring issues, etc...)

Apple Certified Support Professional (ACSP) or Microsoft Office Specialist (MOS), or equivalent demonstrable experience

Primary resource supporting A/V equipment in executive conference rooms and company events.

Support executive accounts, account creation, management and administration of systems like AD, Okta, multi-factor and Mobile Device Management solutions.

Administration of various operational solutions designed to support executive team members.

Implement, improve and document new and existing policies, procedures and processes for various IT systems

Maintain an operational knowledge of the latest Mac, Windows, Mobile OS, and Linux OS server and desktop features, best practices and system/application configurations

Manage CrowdStrike endpoints via SCCM, Jamf and AirWatch. This includes monitoring, securing, updating, patching, troubleshooting, automating and optimizing laptop, desktop and mobile systems

Collaborate with (getting help from or providing help to) Service Desk Team members and other teams’ subject matter experts when working on projects or new initiatives

#LI-NA1

Benefits of Working at CrowdStrike:

Remote-first culture

Market leader in compensation and equity awards

Competitive vacation and flexible working arrangements 

Comprehensive and inclusive health benefits

Physical and mental wellness programs

Paid parental leave, including adoption 

A variety of professional development and mentorship opportunities

Offices with stocked kitchens when you need to fuel innovation and collaboration

CrowdStrike is proud to be an equal opportunity and affirmative action employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. Our approach to cultivating a diverse, equitable, and inclusive culture is rooted in listening, learning and collective action. By embracing the diversity of our people, we achieve our best work and fuel innovation - generating the best possible outcomes for our customers and the communities they serve.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance accessing or reviewing the information on this website or need help submitting an application for employment or requesting an accommodation, please contact us at recruiting@crowdstrike.com for further assistance.

Find out more about your rights as an applicant.

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Right to Work

CrowdStrike, Inc. is committed to fair and equitable compensation practices. The base salary range for this position in the U.S. is $95,000 - $155,000 per year + variable/incentive compensation + equity + benefits. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location.