AI-Driven Enterprise IT Support Lead

Zions Bancorporation; Midvale (UT); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance -

401(k) with company match

Paid Time Off

Tuition Reimbursement

Mental health support

Job summary

Zions Bancorporation’s Enterprise Technology and Operations team seeks a Senior Technology Manager to lead Help Desk and Workplace Support, driving an AI-enabled end-user model and a shift-left culture. You will guide incident and problem management, hardware lifecycle, and cross-functional collaboration to improve productivity and satisfaction across the organization.

The role focuses on defining strategies, policies, and execution across end-user technology, service delivery, and performance

Qualifications

• 8+ years of experience leading IT operations or end-user support.
• Experience planning or managing AI-enabled support models (e.g., chatbots, AI routing).
• Demonstrated shift-left initiatives to reduce ticket escalations.
• Experience managing centralized help desk and distributed field support in a large enterprise.
• ITSM/ITIL expertise with platforms like ServiceNow/Jira/Remedy.
• Strong knowledge of end-user hardware, OS (Windows/macOS), and enterprise software.
• Excellent leadership, analytical, and communication skills for senior stakeholders.
• Ability to develop and execute strategic roadmaps and lead change initiatives.

Responsibilities

• Lead, mentor, and cultivate Help Desk and Workplace Support teams with a strong customer-service focus.
• Design and implement an AI-enabled end-user support model using automation and self-service.
• Drive shift-left initiatives and expand knowledge bases and self-service tools.
• Develop policies and procedures to optimize end-user support operations and SLAs.
• Oversee incident, request, and problem management within ITSM platforms.
• Align end-user services with business objectives and roadmaps; manage hardware lifecycle and procurement.

Skills

Leadership

ITIL/ITSM

AI-enabled support

Shift-left

ServiceNow/Jira/Remedy

End-user computing

Stakeholder communication

Roadmapping/Change leadership

Tools

ServiceNow

Jira

Remedy

Job description

Zions Bancorporation’s Enterprise Technology and Operations team seeks a Senior Technology Manager to lead Help Desk and Workplace Support, driving an AI-enabled end-user model and a shift-left culture. You will guide incident and problem management, hardware lifecycle, and cross-functional collaboration to improve productivity and satisfaction across the organization.

The role focuses on defining strategies, policies, and execution across end-user technology, service delivery, and performance