Manager, End-User Support

About the team

Zillow Group’s Engineering and Development team is passionate about building and configuring secure, well-designed, automated systems for internal customers at Zillow Group! These systems increase employee productivity, security, and scalability so that each person in the Zillow Group environment is equipped to perform their daily job functions. Our platforms consist of both first party and third party cloud applications to support our dynamic environment.

About the role

As the Manager End-User Support, you will manage a team that is on the frontline of IT support! This team has been instrumental in playing a key role to shift Zillow Group into a distributed workforce model. It continues to play a critical role to provide IT support to an organization that is in hyper growth mode. You will champion the partnership between IT and the internal customers to ensure continuous alignment in a hyper growth environment. In this position, you will partner effectively and strategically with cross-functional technical teams across all lines of business which will include responsibility for Executive Support and driving initiatives that support our C-level’s IT needs.

As a Manager, End-User Support, you will:

• Be responsible for leading and developing a team of IT support technicians. This includes assigning tasks, setting goals, providing guidance and mentorship, conducting performance evaluations, and ensuring the team operates efficiently and effectively.

• Supervise the handling of IT incidents and service requests.

• Ensure that all incoming issues are appropriately logged, prioritized, and assigned to the relevant team members.

• Possess deep technical knowledge and acts as a subject matter expert to support the team members.

• Assist in troubleshooting sophisticated technical issues, provide guidance on standard processes and procedures, and keep up-to-date with emerging technologies and industry trends.

• Identify areas for improvement, develop and implement new procedures, and monitor key performance indicators (KPIs) to measure and enhance the overall efficiency and effectiveness of the team.

• Be responsible for training new team members, organizing ongoing training sessions to enhance the team's technical skills and knowledge, and keeping the team updated on new technologies, products, and procedures.

• Collaborate with other IT teams, such as network, systems, and application support, to ensure seamless coordination and resolution of issues.

• Connect with customers, management, and end-users to provide updates on service desk operations and performance.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $109,300.00 - $174,700.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• Proven ability in IT support or service desk roles is typically required, with dynamically increasing levels of responsibility. Experience in a leadership role is highly desirable.

• Deep technical knowledge and proficiency in IT systems, hardware, software, and networking are essential.

• Proficient in operating systems (such as Windows, macOS) and common software applications.

• Understanding of networking concepts, protocols, and troubleshooting.

• Knowledge of IT infrastructure components, including servers, storage, and virtualization technologies.

• Familiarity with IT service management (ITSM) tools, incident management systems, ticketing systems and ITIL.

• Experience with remote support tools and techniques.

• Knowledge of IT security principles and standard processes.

• Superb communication and interpersonal skills to effectively interact with team members, partners, and customers.

• Ability to empower and inspire the team, encourage collaboration, and champion a positive work environment.

• Strong problem-solving and decision-making s