Director Technology Support Services
About the Role:
The Director of Technology Support Services (TSS) will provide technical expertise, leadership, and support of the daily activities of the IT Technology Services Team, providing worldwide support for internal customer questions, incidents, and service related requests. This role supports CrowdStrike’s IT functions worldwide, ensuring technology support services are delivered in a customer-focused approach.
Job Responsibilities:
The IT Technology Support Services Director will be responsible for leading the IT Support Services division, comprised of IT Help Desk, Desktop Administration and Rapid Response services including oversight of enterprise Change and Problem management.
This role will establish and refine the processes, techniques, tools, and methods used by the TSS to provide exceptional support and services to internal and external customers, ensuring services are timely and accurate on a daily basis, with responsibility for recruiting, training and supporting TSS representatives and technicians.
The right candidate will thrive in a hyper-growth, fast-paced environment and have a solid technical background combined with global customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
Essential Functions and Tasks:
- Manage, build and develop a globally deployed customer-focused team that encompasses IT functions comprised of IT Help Desk, Desktop Administration and Rapid Response teams
- Own and operate supporting services for Enterprise Change and Problem Management
- Drives the importance of effective customer service and technology service management, ensuring they are the cultural cornerstones of a professional work environment
- Effectively measures user satisfaction with IT services and works to continuously improve customer satisfaction over time
- Establishes the organization strategy and works to recruit, develop and build top technical talent with the soft skills to provide world class customer service
- Lead the efforts in automating and optimizing desktop and user related self-service programs that provide customers with an efficient and effective time to resolution.
Additional responsibilities:
- Manage key relationships to ensure services are aligned and delivered to business requirements
- Set specific service level expectations and measure performance against them
- Lead efforts involving the monitoring, updating, patching, troubleshooting, and optimizing desktop systems
- Establish best practices through the entire technical support services process
- Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for IT systems
- In partnership with the business, InfoSec and Applications develop and maintain an IT Service Catalog
- Identify opportunities and facilitate the implementation of automation to improve service and productivity
Requirements
- BSc degree in Computer Science, Information Technology or relevant field Masters preferred
- Minimum 15-years’ experience in a technical service related field with a minimum of 7+ years proven work experience as a people manager, preferably with international experience
- Leadership and management skills supporting globally distributed teams
- Project management experience, preferably on worldwide initiatives
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
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