Manager, IT Services - Federal (Remote USA)

#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 users
• Provide team guidance to improve efficiency and accuracy with ticket handling and the overall support process
• Establish process and best practices for the FedCloud IT support process
• Ensure 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 requirements
• Collaborate with global Service Desk team members and other teams' subject matter experts on projects or initiatives
• Triage, prioritize, work and facilitate resolution for all escalated support requests and contribute to improving our user experience by actively responding to queries and handling complaints
• Maintain 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
• Implement, improve, and document new and existing policies, procedures and processes for various IT systems
• Perform regular one-on-one meetings with direct reports while managing and evaluating individual performance
• Hire, train, coach, mentor and support Service Desk administrators
• 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
• Partner with customers and organizational stakeholders to identify and address areas of improvement
• Develop daily, weekly and monthly reports to highlight team performance and identify areas for improvement
• Potential for occasional travel to remote offices for projects

What You'll Need:

• A minimum of 5 years experience in the IT field
• Experience effectively managing and developing Support, Service Desk or Help Desk Team members
• Experience working in FedRAMP and/or DoD IL environments
• You must be a U.S. citizen and work solely from U.S. Soil
• Ability to communicate with patience, tenacity and follow-through while tracking, troubleshooting and bringing to resolution internal customer support calls
• Able to explain advanced computer concepts, procedures and policies to non-technical users
• Strong task management skills with the ability to prioritize, triage, resolve and escalate in an efficient and effective manner
• Intermediate knowledge of OS concepts and Active Directory account creation and maintenance with some OU and Security Group management
• Tangible understanding of security best practices, worst practices, concepts and real-world application
• Must speak fluent English and have excellent written and verbal communication skills

Bonus 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 operation
• Virtualization: experience with VMWare or Hyper-V deployment, management and troubleshooting
• Security: mid to advanced level understanding of security concepts and best practices

#LI-RC1
#LI-Remote
This 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 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

We 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 [email protected] , 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.
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