IT Executive Support Lead

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 an inclusive 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 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-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 Resource Groups, geographic neighbourhood groups and volunteer opportunities to build connections

• Vibrant office culture with world class amenities

• Great Place to Work Certified™ across the globe

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 - $160,000 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, job level, supervisory status, and location.