Manager, IT

About the role

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. 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 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 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.