8+ years of experience in IT operations or end-user support leadership.
Proven track record in managing AI-enabled support models like chatbots and workflow automation.
Experience in implementing 'shift-left' initiatives to reduce ticket escalations.
Background in managing centralized help desks and distributed field support teams in large enterprises.
Deep knowledge of IT Service Management (ITSM) and ITIL principles, particularly with platforms like ServiceNow.
Strong understanding of end-user computing technologies, including hardware and operating systems.
Excellent leadership and communication skills, capable of engaging with senior management and technical teams.
Responsibilities
Lead and mentor Help Desk and Workplace Support teams to enhance customer service and continuous improvement.
Design and implement an AI-enabled end-user support model to modernize user experience.
Promote a 'shift-left' culture by encouraging self-service tools and knowledge base expansion.
Develop strategies and policies for efficient handling of end-user technical support needs.
Oversee incident and problem management processes to meet Service Level Agreements (SLAs).
Drive continuous improvement in support processes, focusing on automation and employee experience.
Collaborate with IT leadership to align support services with business objectives.
Benefits
Medical, Dental, and Vision Insurance starting on day one.
Life and Disability Insurance, Paid Parental Leave, and Adoption Assistance.
Health Savings (HSA) and Flexible Spending (FSA) accounts available.
Paid Training, Paid Time Off (PTO), and 11 Paid Federal Holidays.
401(k) plan with company match and Profit Sharing.
Mental health benefits including coaching and therapy sessions.
Tuition Reimbursement for qualifying employees.
Full Job Description
Senior Technology Manager - Enterprise Technology Support to join Zions Bancorporation. In this critical role, you will lead our Help Desk and Workplace Support (Field Services) teams, driving strategic initiatives to deliver outstanding technology support. A key focus will be to champion our shift toward an AI-enabled support model and foster a "shift-left" culture that empowers users through automation and self-service. You will collaborate with cross-functional teams to implement best practices, enhance the employee technology experience, and ensure the operational excellence of our end-user support functions. Your leadership will directly impact employee productivity and satisfaction across the organization. This is an exciting opportunity for a dynamic and customer-focused leader passionate about technology and service delivery.
Responsibilities
Lead, mentor, and cultivate high-performing Help Desk and Workplace Support teams, fostering a culture of exceptional customer service and continuous improvement.
Design, implement, and champion an AI-enabled end user support model, leveraging virtual agents, automated workflows, and predictive analytics to enhance efficiency and modernize the user experience.
Champion a "shift-left" support culture by driving the adoption of self-service tools, expanding comprehensive knowledge bases, and shifting ticket resolutions closer to the first point of contact through automation.
Develop and implement strategies, policies, and procedures to ensure efficient and effective handling of all end-user technical support needs.
Oversee incident, request, and problem management processes within an IT Service Management Platform (e.g., ServiceNow) to meet and exceed Service Level Agreements (SLAs).
Drive continuous improvement of support processes, focusing on automation, self-service capabilities, and enhancing the overall employee experience.
Ensure the teams have the necessary technical skills, competencies, and capacity to support the enterprise's hardware, software, and technology needs.
Collaborate with IT leadership and stakeholders to align end-user support services with business objectives and strategic roadmaps.
Manage the lifecycle of end-user hardware, including procurement, deployment, maintenance, and disposal, in partnership with IT Asset Management.
Analyze support data and metrics to identify trends, measure performance, and report on Key Performance Indicators (KPIs) to senior management.
Manage budgeting, financial forecasting, and resource planning for the end-user support organization.
Other duties as assigned.
Qualifications
8+ years' experience leading, mentoring, and cultivating high-performing teams in an IT operations or end-user support function.
Proven experience planning, implementing, or managing AI-enabled support models (e.g., chatbots, AI-powered ticket routing, or workflow automation).
Demonstrated experience designing and implementing "shift-left" initiatives or self-service strategies that demonstrably reduce ticket escalations.
Proven experience managing both a centralized help desk and a distributed field support team in a large enterprise environment.
Deep expertise with IT Service Management (ITSM) and ITIL principles and platforms (e.g., ServiceNow, Jira, Remedy).
Strong knowledge of end-user computing technologies, including hardware, operating systems (Windows/macOS), and enterprise software.
Excellent leadership, analytical, interpersonal, and communication skills, with the ability to communicate effectively with senior management, vendors, and team members.
Demonstrated ability to develop and execute strategic roadmaps and lead change initiatives.
Excellent presentation skills and the ability to convey technical concepts to non-technical audiences.
Location
This position has an in-office work schedule with the ability to work from home to accommodate flexibility which is located at the new Zions Technology Center in Midvale, UT. The Zions Technology Center is a 400,000-square-foot technology campus in Midvale, Utah. Located on the former Sharon Steel Mill superfund site, the sustainably built campus will be the company's primary technology and operations center. This modern and environmentally friendly technology center will enable Zions to continue to compete for the best technology talent in the state while providing team members with an exceptional work environment with features such as:
Electric vehicle charging stations and proximity to Historic Gardner Village UTA TRAX station.
At least 75% of the building is powered by on-site renewable solar energy.
Access to outdoor recreation, parks, trails, shareable bikes and locker rooms.
Large modern cafe with a healthy and diverse menu.
Healthy indoor environment with ample natural light and fresh air.
LEED-certified sustainable building that features include the use of low VOC-emitting construction materials.
Benefits
Medical, Dental and Vision Insurance - START DAY ONE!
Life and Disability Insurance, Paid Parental Leave and Adoption Assistance
Health Savings (HSA), Flexible Spending (FSA) and dependent care accounts
Paid Training, Paid Time Off (PTO) and 11 Paid Federal Holidays
401(k) plan with company match, Profit Sharing, competitive compensation in line with work experience
Mental health benefits including coaching and therapy sessions
Tuition Reimbursement for qualifying employees
Employee Ambassador preferred banking products
Apply now if you have a passion for impactful outcomes, enjoy working collaboratively with co-workers, and want to make a difference for the clients and communities we serve.
About Zions Bancorporation
Zions Bancorporation is a bank holding company headquartered in Salt Lake City, Utah. It is the parent company of Zions Bank, which operates in 11 Western and Southwestern states. Zions Bancorporation provides banking and related services through its subsidiaries and offers a variety of commercial, retail banking, and mortgage lending products. The company was founded in 1873 and has grown through a series of mergers and acquisitions. Zions Bancorporation is publicly traded on the NASDAQ stock exchange under the ticker symbol ZION.
