Senior Tech Support & AI Transformation Lead

Zions Bancorporation; Midvale (UT); Vor Ort; USD 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Health insurance

Life & disability

Parental leave

HSA/FSA & dependent care

PTO & holidays

401(k) with match

Mental health benefits

Tuition reimbursement

Employee banking products

Zusammenfassung

Zions Bancorporation is seeking a Senior Technology Manager to lead our Enterprise Technology Support organization, including Help Desk and Workplace Support (Field Services). The role will drive AI-enabled strategies and a shift-left culture to empower users through automation and self-service.

You will oversee incident and problem management, vendor partnerships, and strategic roadmaps, ensuring operational excellence and high user satisfaction across the enterprise.

Qualifikationen

• 8+ years leading IT operations or end-user support.
• Experience designing AI-enabled support models.
• Experience implementing shift-left initiatives or self-service strategies.
• Proven experience managing centralized and distributed teams in a large enterprise.
• Deep ITSM/ITIL knowledge and platforms (ServiceNow, Jira, Remedy).
• Strong communication with senior management, vendors, and teams.

Aufgaben

• Lead Help Desk and Workplace Support teams to deliver exceptional customer service.
• Design and champion an AI-enabled end-user support model with automation and self-service.
• Drive shift-left adoption and expand knowledge bases for faster resolutions.
• Develop strategies, policies, and procedures for end-user support.
• Oversee incident, request, and problem management within an ITSM platform to meet SLAs.
• Ensure teams have the skills and capacity to support hardware, software, and enterprise tech.
• Collaborate with IT leadership to align end-user services with business objectives and roadmaps.
• Manage lifecycle of end-user hardware including procurement, deployment, and disposal.
• Analyze support data to identify trends, measure KPIs, and report to senior management.
• Oversee budgeting, forecasting, and resource planning for end-user support.

Kenntnisse

Leadership

AI-enabled support

ITIL/ITSM

Team mentoring

Tools

ServiceNow

Jira

Remedy

Jobbeschreibung

Zions Bancorporation is seeking a Senior Technology Manager to lead our Enterprise Technology Support organization, including Help Desk and Workplace Support (Field Services). The role will drive AI-enabled strategies and a shift-left culture to empower users through automation and self-service.

You will oversee incident and problem management, vendor partnerships, and strategic roadmaps, ensuring operational excellence and high user satisfaction across the enterprise.