IT Support Manager

Zoom Start India; Bengaluru; Hybrid; INR 1,800,000 - 3,000,000; Full time

Job summary

Zoom Start India is seeking an experienced IT Support Team Lead to oversee a global internal IT support function from Bengaluru. You will build scalable processes, coach engineers, and partner with cross-functional teams to keep Zoom employees productive worldwide.

In this role, you will drive operational excellence, define KPIs, and lead with data-driven decision making while collaborating with Engineering, Security, and Sales to elevate employee experience.

Qualifications

• 8+ years in IT or related fields with 5+ years leading IT support teams.
• Proven ability to scale IT support services in fast-paced environments.
• Strong knowledge of ITSM frameworks and tools like ServiceNow, Okta, Jira.

Responsibilities

• Leading a team of support engineers to deliver reliable IT services.
• Driving operational excellence and completing root-cause analyses.
• Defining and publishing KPIs; using data analytics to track progress.
• Collaborating with Engineering, Sales, Security, and other stakeholders.

Skills

Team leadership

ITSM frameworks

Data analytics

Stakeholder comms

ServiceNow

Okta

Jira

Tools

ServiceNow

Okta

Jira

Job description

What you can expect

You will lead an internal IT support team that keeps Zoom employees productive worldwide. You will do this by building scalable processes, coaching engineers, and partnering with cross-functional stakeholders. Your impact: reliable, continuously improving IT services that accelerate business outcomes.

About the Team

The IT Support Services team responsible for end-to-end employee technology support across Zooms India operations. Our team operates with a data-driven, service-excellence mindset using ITSM best practices. We exist to ensure every Zoom employee has the tools and support they need to do their best work

Responsibilities

• Leading a team of support engineers in delivering reliable IT services while managing performance, morale, and professional growth across the group.
• Driving operational excellence by eliminating human errors, ensuring timely alert response, and completing root-cause analyses on schedule.
• Defining, tracking, and publishing KPIs and leveraging data analytics to identify improvement opportunities and measure progress.
• Setting team direction by balancing stakeholder requirements, prioritizing work, and managing dependencies with other teams.
• Partnering with Engineering, Sales, Security, and other stakeholders to continuously improve IT service delivery and employee experience.

What we re looking for

• Bring 8+ years of experience in IT or similar technology fields with 5+ years managing IT support teams
• Demonstrate proven ability to build, scale, and improve IT support services in a fastpaced environment
• Apply deep knowledge of IT Service Management frameworks and tools (ServiceNow, Okta, Jira) to drive process rigor
• Communicate effectively - distill complex information for diverse audiences and drive alignment across teams
• Lead with integrity, sound judgment, and accountability when handling sensitive information and stakeholder relationships
• Leverage data analytics to identify problems, measure progress, and inform prioritization decisions

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know-we re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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