Senior Tech Support Leader - AI-Driven End-User

Zions Bancorporation; Midvale (UT); Ibrido; USD 140.000 - 170.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, Dental and Vision Insurance –

Life and Disability Insurance

401(k) plan with match

Descrizione del lavoro

Zions Bancorporation is seeking a Senior Technology Manager – Enterprise Technology Support to lead the Help Desk and Workplace Support teams at the new Zions Technology Center in Midvale, UT. This role focuses on building an AI-enabled, shift-left end-user support model to improve efficiency and user experience.

You will drive incident management, workforce planning, and KPI reporting, while collaborating with IT leadership to align support services with business objectives and strategy

Competenze

• 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.

Mansioni

• 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).
• 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 KPIs to senior management.
• Manage budgeting, financial forecasting, and resource planning for the end-user support organization.
• Other duties as assigned.

Conoscenze

IT leadership

AI-enabled support

Shift-left

ITSM/ITIL

End-user computing

Stakeholder communication

Roadmap development

Team mentoring

Strumenti

ServiceNow

Jira

Remedy

Descrizione del lavoro

Zions Bancorporation is seeking a Senior Technology Manager – Enterprise Technology Support to lead the Help Desk and Workplace Support teams at the new Zions Technology Center in Midvale, UT. This role focuses on building an AI-enabled, shift-left end-user support model to improve efficiency and user experience.

You will drive incident management, workforce planning, and KPI reporting, while collaborating with IT leadership to align support services with business objectives and strategy