IT Executive Support Lead

#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 [email protected] for further assistance.
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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.