Manager, IT

About the team Zillow Group’s Engineering and Development team builds secure, scalable, and automated systems that support employees across the company. By delivering reliable first-party and third-party cloud solutions for internal customers, the team helps improve productivity, strengthen security, and enable teams to do their best work every day. About the role As the Manager, End-User Support, you will lead a team at the front line of IT support and help shape a seamless technology experience for employees across Zillow Group. In this role, you will drive high-quality support in a distributed environment, strengthen partnership between IT and internal customers, and collaborate across technical teams to improve service, scale operations, and support the business as it grows. Lead, coach, and develop a team of IT support technicians through goal setting, feedback, task prioritization, and performance management. Oversee incident and service request workflows to ensure issues are logged, prioritized, escalated appropriately, and resolved in a timely manner. Serve as a technical escalation point for complex end-user support issues and guide the team on troubleshooting, tools, and best practices. Improve service desk processes, workflows, and key performance indicators to increase efficiency, service quality, and team effectiveness. Build strong relationships with internal customers, address escalations, and continuously improve the support experience. Drive onboarding and ongoing training to strengthen team capability and readiness for new technologies, products, and processes. Partner with cross-functional IT teams and stakeholders to ensure coordinated support delivery and clear communication. This role has been categorized as an Office position. “Office” employees regularly work at an existing ZG corporate office for approximately 80 to 100 percent of their time each month. Employees must live within reasonable commuting distance of their designated ZG office. ZG has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute. In addition to a competitive base salary and benefits, this position is also eligible for equity awards based on factors such as experience, performance and location. Who you are 3 years of experience in IT support or service desk environments, with increasing responsibility; previous people leadership experience preferred. Strong knowledge of end-user support, including operating systems, business software, hardware, networking, and remote support tools. Familiarity with core IT infrastructure concepts such as servers, storage, virtualization, and IT security best practices. Experience with ITSM platforms, ticketing systems, and service operations processes; familiarity with ITIL practices is a plus. Strong leadership, communication, coaching, and decision-making skills, with the ability to prioritize effectively and support team performance. A customer-focused mindset with experience handling escalations and delivering high-quality internal support. Bachelor’s degree in Computer Science, Information Technology, or a related field preferred. Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences. Get to know us At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality. Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one o ... (truncated, view full listing at source)