IT Manager

Zillow; India; On-site; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Incentive compensation

Job summary

Zillow India is seeking an experienced IT Service Desk Manager to lead a frontline IT support team. The role focuses on managing incidents, service requests, and day-to-day operations while aligning IT services with business needs in a hyper-growth environment.

You will mentor staff, drive process improvements, and collaborate with network, systems, and application teams to deliver high-quality support to internal users in India.

Qualifications

• Minimum 3+ years in IT support or service desk roles with leadership experience.
• Strong technical knowledge of IT systems, hardware, software, and networking.

Responsibilities

• Lead and manage IT Service Desk team, assign tasks and mentor staff.
• Oversee incident and service request management with timely resolution and customer satisfaction.
• Collaborate with cross-functional IT teams (network, systems, apps) to resolve issues.
• Drive continuous process improvements and monitor KPIs.
• Manage customer relationships and handle escalations.
• Lead training sessions for new hires and ongoing team development.

Skills

Leadership

IT Support

Incident Management

Technical Knowledge

Communication

Training & Development

Collaboration

ITSM Tools

Education

Bachelor's in IT/CS

Tools

Ticketing Systems

Remote Support Tools

ITSM Tools

Job description

About the team

As the Manager End-User Support, you will lead a team that is on the frontline of IT support. This team has been instrumental in playing a key role to shift Zillow Group into a distributed workforce model. It continues to play a critical role to provide IT support to an organization that is in hyper growth mode. You will champion the partnership between IT and the internal customers to ensure continuous alignment in a hyper growth environment. In this position, you will partner effectively and strategically with cross-functional technical teams across all lines of business which will include responsibility for Executive Support and driving initiatives that support our C-level's IT needs. Zillow Group is a strategic, mission-driven organization focused on delivering exceptional experiences and measurable outcomes. Our work spans cross-functional partnership, scalable programs and operational excellence in support of Zillow's mission. We bring deep experience working across diverse teams in a dynamic, high-growth environment, balancing strategic thinking with hands-on execution to drive meaningful business impact. We are seeking an experienced professional to support our workforce expansion in India.

About the role

Team Management: The manager is responsible for leading and managing a team of IT support technicians. This includes assigning tasks, setting goals, providing guidance and mentorship, conducting performance evaluations, and ensuring the team operates efficiently and effectively.

Incident and Request Management: The manager oversees the handling of IT incidents and service requests. They ensure that all incoming issues are appropriately logged, prioritized, and assigned to the relevant team members. They monitor the progress of tickets, elevate issues when necessary, and ensure timely resolution and customer satisfaction.

Technical Expertise: The manager possesses strong technical knowledge and acts as a subject matter expert to support the team members. They assist in troubleshooting complex technical issues, provide guidance on best practices and procedures, and keep up-to-date with emerging technologies and industry trends.

Process Improvement: The manager plays a role in continuously improving the IT service desk processes and workflows. They identify areas for improvement, develop and implement new procedures, and monitor key performance indicators (KPIs) to measure and enhance the overall efficiency and effectiveness of the team.

Customer Relationship Management: Building and maintaining positive relationships with customers is crucial. The manager ensures that customers receive high-quality service and support, addresses customer concerns or escalations, and seeks feedback to improve the customer experience.

Training and Development: The manager is responsible for training new team members, organizing ongoing training sessions to enhance the team's technical skills and knowledge, and keeping the team updated on new technologies, products, and procedures.

Collaboration and Communication: The IT Service Desk manager collaborates with other IT teams, such as network, systems, and application support, to ensure seamless coordination and resolution of issues. They also communicate with stakeholders, management, and end-users to provide updates on service desk operations and performance.

This role has been categorized as an Office position. "Office" employees regularly work at the Zillow India office for approximately 80 to 100 percent of their time each month. Employees must live within a reasonable commuting distance of the office. Zillow 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 pay, employees in this role are eligible for incentive compensation subject to applicable laws and relevant Zillow policies. Actual amounts will vary depending on experience, performance and location.

Who you are

Minimum 3 years of experience in IT support or service desk roles is typically required, with progressively increasing levels of responsibility. Experience in a leadership role is highly desirable.

Strong technical knowledge and proficiency in IT systems, hardware, software, and networking are essential. Specific technical skills and knowledge may include:

• Proficiency in operating systems (such as Windows, macOS) and common software applications.
• Understanding of networking concepts, protocols, and troubleshooting.
• Knowledge of IT infrastructure components, including servers, storage, and virtualization technologies.
• Familiarity with IT service management (ITSM) tools, incident management systems, and ticketing systems.
• Experience with remote support tools and techniques.
• Knowledge of IT security principles and best practices.

The IT Service Desk manager must demonstrate strong leadership an