#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 Information Technology Service Desk Team (ITSD) is looking for a Manager, IT Services (Federal) to join our team. The ITSD Team is a key component within CrowdStrike and is critical to the smooth and effective daily operations of all CrowdStrike team members. This position will facilitate, implement, troubleshoot, problem solve and enhance the ITSD Team’s support, systems and operational responsibilities with a focus on internal Federal business operations.The ideal Manager, IT Services (Federal) candidate must possess a strong commitment to high-quality customer service and a solid work ethic. This person will be an ambassador for IT and work closely with all functional groups including senior leadership. This person will be a technical lead responsible for leading a team of IT System Administrators and will drive technical and procedural excellence.This is an opportunity to work in a dynamic, robust, fast-paced and challenging environment. Candidates should be interested in expanding their breadth of knowledge, constantly learning new technologies and processes, and solving difficult problems.What You'll Do: Serve as a technical lead and function on the front lines of the Service Desk Team supporting our FedCloud environments and internal usersProvide team guidance to improve efficiency and accuracy with ticket handling and the overall support processEstablish process and best practices for the FedCloud IT support processEnsure integrity and compliance standards are maintained within all managed systems, including regular audits and reports on activities and access to FedCloud system as evidence of meeting compliance requirementsCollaborate with global Service Desk team members and other teams’ subject matter experts on projects or initiativesTriage, prioritize, work and facilitate resolution for all escalated support requests and contribute to improving our user experience by actively responding to queries and handling complaintsMaintain operational acumen and best practice knowledge of the latest Mac, Windows and Linux OS server and desktop features, including best practices and system/application configurationsImplement, improve, and document new and existing policies, procedures and processes for various IT systemsPerform regular one-on-one meetings with direct reports while managing and evaluating individual performanceHire, train, coach, mentor and support Service Desk administratorsWork with IT leadership to set and adhere to specific service level agreements and ensure timely and accurate ticket resolution based on KPIs and organizational metricsPartner with customers and organizational stakeholders to identify and address areas of improvementDevelop daily, weekly and monthly reports to highlight team performance and identify areas for improvementPotential for occasional travel to remote offices for projectsWhat You’ll Need: A minimum of 5 years experience in the IT fieldExperience effectively managing and developing Support, Service Desk or Help Desk Team membersExperience working in FedRAMP and/or DoD IL environmentsYou must be a U.S. citizen and work solely from U.S. SoilAbility to communicate with patience, tenacity and follow-through while tracking, troubleshooting and bringing to resolution internal customer support callsAble to explain advanced computer concepts, procedures and policies to non-technical usersStrong task management skills with the ability to prioritize, triage, resolve and escalate in an efficient and effective mannerIntermediate knowledge of OS concepts and Active Directory account creation and maintenance with some OU and Security Group managementTangible understanding of security best practices, worst practices, concepts and real-world applicationMust speak fluent English and have excellent written and verbal communication skillsBonus Points:Systems management and automation: experience with basic Group Policy and automation services (Active Directory, Google Identity/Workspace)Networking concepts: experience with basic troubleshooting and network concepts (TCP/IP, DNS, IP addressing, connectivity troubleshooting, cabling, etc..)Familiarity with Linux: fundamental understanding of the Linux command line, services, data manipulation, installation and high level system operationVirtualization: experience with VMWare or Hyper-V deployment, management and troubleshootingSecurity: mid to advanced level understanding of security concepts and best practices#LI-RC1#LI-RemoteThis role will require the candidate to periodically undergo and pass additional background and fingerprint check(s) consistent with government customer requirements.Benefits of Working at CrowdStrike:Remote-first cultureMarket leader in compensation and equity awardsCompetitive vacation and flexible working arrangements Comprehensive and inclusive health benefitsPhysical and mental wellness programsPaid parental leave, including adoption A variety of professional development and mentorship opportunitiesOffices with stocked kitchens when you need to fuel innovation and collaborationWe are committed to fostering a culture of belonging where everyone feels seen, heard, 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.CrowdStrike is committed to maintaining an environment of Equal Opportunity and Affirmative Action. If you need reasonable accommodation to access the information provided on this website, please contact Recruiting@crowdstrike.com, for further assistance.CrowdStrike, Inc. is committed to fair and equitable compensation practices. The base salary range for this position in the U.S. is $115,000 - $170,000 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.CrowdStrike participates in the E-Verify program. Notice of E-Verify Participation Right to Work
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