About CrowdStrike

CrowdStrike stands as a global leader in cybersecurity, safeguarding the people, processes, and technologies powering modern organizations. Since 2011, our unwavering mission has been to stop breaches using the world's most advanced AI-native platform, the Falcon platform. Serving customers across all industries, CrowdStrike ensures businesses run smoothly, communities stay safe, and lives progress without interruption. We foster a remote-first culture that empowers every CrowdStriker with flexibility and autonomy to own their careers. Our team thrives on limitless passion, relentless innovation, and fanatical commitment to customers, community, and each other. Join us to shape the future of cybersecurity.

Role Overview

The Director, Global IT Service Desk position at CrowdStrike in Sunnyvale, California, offers a pivotal leadership role in our IT organization. This full-time opportunity supports worldwide IT functions, delivering customer-focused technology support. With a preference for candidates near Sunnyvale but open to remote USA-based professionals, you'll lead the IT Service Desk, Major Incident Management, Rapid Response, and Problem Management. Embrace emerging technologies like AI and automation to revolutionize service delivery, scale operations amid hyper-growth, and ensure exceptional internal customer experiences. Thrive in a fast-paced environment with a salary range of $155,000 - $264,000 USD per year.

Key Responsibilities

As Director, Global IT Service Desk, you'll spearhead a globally deployed, customer-focused team including IT Help Desk, Desktop Administration, and Rapid Response. Key duties include:

• Scaling service operations to match CrowdStrike's rapid business growth while delivering cost-effective, enterprise-scale support.
• Developing and owning problem management services for proactive issue resolution.
• Leading metrics-driven operations prioritizing CSAT, SLA adherence, MTTR, and process effectiveness for continuous improvement.
• Collaborating with IT and business partners to evolve service needs and champion AI-powered solutions like chatbots and intelligent automation.
• Establishing recruitment, training, and development strategies to build top technical talent with world-class customer service skills.
• Designing a matrix organizational structure enabling SMEs dual reporting for deeper expertise and career growth.
• Building cross-functional frameworks for knowledge sharing and strategic project contributions.
• Overseeing specialized services like Executive Briefing Center support and IT concierge for VIP experiences.
• Driving automation of desktop and self-service programs for efficient resolutions.

Qualifications & Requirements

The ideal candidate brings forward-thinking leadership, a solid technical background, and global customer service experience. Essential qualifications include:

• Proven ability to manage and motivate teams in hyper-growth, fast-paced settings.
• Relentless problem-solving mindset with expertise in IT service management.
• Experience adopting AI, automation, and predictive support capabilities.
• Strong skills in metrics analysis, process refinement, and stakeholder collaboration.
• Track record of building high-performing global teams with technical and soft skills.
• Preference for location near Sunnyvale, CA, but remote USA operations welcome.

This role demands a passion for innovation aligned with CrowdStrike's mission to stop breaches via the Falcon platform.

Benefits & Perks

Joining CrowdStrike means accessing premium benefits tailored for top talent:

• Competitive compensation: $155,000 - $264,000 USD annually, with upside potential.
• Remote-first culture offering flexibility and work-life balance.
• Comprehensive health, wellness, and financial perks.
• Professional development resources and career autonomy.
• Mission-driven work impacting global cybersecurity.
• Collaborative environment with innovative tools like the Falcon platform.

Career Growth

CrowdStrike invests in your success through a matrix structure fostering skill development, SME expertise, and strategic contributions. Lead global teams, pioneer AI-driven IT services, and advance in a company redefining cybersecurity. Our remote-first approach and focus on ownership propel limitless career trajectories.

Why Join CrowdStrike

Be part of a mission that matters: stopping breaches with cutting-edge Falcon platform technology. In a hyper-growth leader, you'll drive IT excellence, embrace AI innovation, and deliver world-class support. Enjoy a premium culture of autonomy, community commitment, and customer obsession. The future of cybersecurity starts with you at CrowdStrike.

Role FAQs

Is this role remote-friendly?

Yes, while preferring Sunnyvale, CA proximity, remote USA candidates are welcome in our remote-first culture.

What salary can I expect?

Disclosed range is $155,000 - $240,000 USD, with estimated upside to $264,000 based on experience.

What technologies will I work with?

Focus on AI chatbots, automation, service desk tools, and integration with Falcon platform ecosystem.

How does this role support career growth?

Through matrix structures, SME development, cross-functional projects, and leadership in global scaling.

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