IT Support Manager

About the team

Join a growing, best-in-class InformationTechnology group that is dedicated to perfection and customer service. The teamworks closely withnetworking,security and other business services to help keep Zillow Group on a forward moving trajectory. You’ll move quickly on a team that is used to providingsupportfor our fast-moving business of Zillow Offers.

About the role

Our vision for this end-user focused role is an IT Support Manager with stellar customer service skills and engineering experiencesupporting all IT aspects of a fast-paced, multi-office organization. This role will be dedicated to supporting current Zillow Offers staff and working with Product teams to ensure all Zillow Offers staff is fully supported in all business activities. Making our end-users happy while using tools and processes that makes ourselves happy is our core IT objective. This role embodies that objective with a focus on executing Zillow Group’s IT vision and guide the team to deliver excellent end-user support and developing the processes and tools to enable smooth operations and scalability across the team! This role helps to define the vision of IT efficiency and supports all departments in achieving its goals.

This position gives you opportunities to:

• Hands on day-to-day management of the Zillow Offers support team in supporting the organization’s machines, services, applications, and phone/data systems. Included in this support:

• Software/Hardware Installs & Upgrades

• General End-user Technology Issue Management

• Triage custom set of Zillow Offers services/applications

• Work hand in hand with Product teams for logging bugs and service disruptions

• LAN/WAN Diagnostic Troubleshooting

• ShoreTel Telephony System Support

• Maintain, Improve, and Teach core Zillow Group IT processes in partnership with the other IT Support Managers

• Deliver Support to end-users on all technology needs in a professional and courteous manner and facilitate Tracking the work in our ticketing system as appropriate

• Evaluate and drive improvement of customer satisfaction metrics

• Document, Analyze, and Design business systems, as well as implementation of system improvements and installs

• Procure hardware and software required to maintain IT infrastructure and end-user

• Develop training curriculum for Desktop Support Technicians

• Monitor performance of team and key internal processes

• Communicate and Inform on new technologies, practices, or capabilities that would enhance our business

Who you are

• 5 years leading stellar IT end-user support team

• Cross-office team management experiencedesired.

• 2 years Corporate IT systems engineering and administration

• Guide customer support process design and skills coaching

• Practiced knowledge of common end-user issues and their resolutions on both Mac & PC platforms

• Working knowledge of desktop and server hardware

• Track record of leading multiple complex projects

• Planning and development of ticketing system workflows and triaging to product teams

• Exemplary interpersonal skills

• Ability to adapt to unfamiliar technologies and develop new, scalable processes rapidly

• Scripting (PowerShell, JavaScript) or development fundamentals a plus