Senior Manager, End User Support

The Chan Zuckerberg Initiative was founded by Priscilla Chan and Mark Zuckerberg in 2015 to help solve some of society’s toughest challenges — from eradicating disease and improving education to addressing the needs of our local communities. Our mission is to build a more inclusive, just, and healthy future for everyone.

The Team

Across our work in Science, Education, and within our communities, we pair technology with grantmaking, impact investing, and collaboration to help accelerate the pace of progress toward our mission. Our Central Operations & Partners team provides the support needed to push this work forward. 

Central Operations & Partners consists of our Brand & Communications, Community, Facilities, Finance, Infrastructure/IT Operations/Business Systems, Initiative Operations, People, Real Estate/Workplace/Facilities/Security, Research & Learning, and Ventures teams. These teams provide the essential operations, services, and strategies needed to support CZI’s progress toward achieving its mission to build a better future for everyone.

Our Central Tech team provides technology and security support for CZI and our grantees. We believe that Engineering, IT and Security are most effective when in sync and learning from each other on a daily basis.  Across our three pillars of Infrastructure, Security, and Grantee & Partner Support, we enable our teams to achieve their goals faster and more securely. We leverage technology to automate manual processes, constantly innovate to optimize operations, provide first-class support, and build solutions to enable the scale and execution of our business partners' strategies and initiatives.

The Opportunity

We are seeking a visionary and experienced Senior Manager to lead our End User Support team. This is a high-impact leadership role that requires both strategic foresight and hands-on execution. You will be responsible for shaping the future of end-user service delivery at CZI—defining what exceptional support looks like and building the systems, team, and culture to achieve it.

You’ll lead a high-performing team that supports a diverse and distributed workforce, ensuring seamless and secure access to the tools and services employees need to thrive. Your leadership will help transform support into a proactive, data-driven, and automation-enabled function that scales with CZI’s growing needs.

What You'll Do

• Leadership & Vision
• Define and execute a strategic roadmap for end-user support aligned with CZI’s values and growth.
• Lead, mentor, and inspire a team of support professionals spanning service desk, desktop, and AV support.
• Foster a culture of customer-centricity, innovation, and continuous improvement.
• Champion cross-functional collaboration to ensure technology support is tightly integrated with business needs.
• Operational Excellence
• Own the delivery of IT support services, ensuring responsiveness, reliability, and user satisfaction.
• Establish and monitor key performance indicators (e.g., SLA adherence, CSAT, resolution time) to drive accountability and process  improvement.
• Implement ITIL-based best practices for incident, request, and problem management.
• Analyze support trends to identify root causes and implement preventative solutions.
• Technology & Automation
• Drive the adoption of modern support tools and platforms (ticketing, remote support, knowledge management, endpoint management).
• Expand automation and self-service capabilities to streamline workflows and empower users.
• Collaborate with Security, Infrastructure, and Business Systems teams to maintain a secure and consistent user environment.
• Customer Experience & Enablement
• Act as the voice of the end user within Central Tech, proactively identifying and addressing friction points.
• Lead initiatives to improve onboarding, access provisioning, and digital literacy.
• Develop scalable communication and training programs that increase user confidence and engagement.
• Financial & Vendor Management
• Manage team budget and resources, balancing performance and cost-efficiency.
• Evaluate, select, and oversee vendors providing support technologies or outsourced services.

What You'll Bring

• 10+ years of progressive experience in IT support, including 5+ years in a leadership capacity.
• Proven track record of building and scaling high-performing support teams in dynamic, distributed environments.
• Deep knowledge of end-user technologies (macOS, Windows, Google Workspace, Zoom, Slack).
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