Senior Tech Support Leader, AI-Driven End-User Experience

Zions Bank; Midvale (UT); Hybrid; USD 140,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance -

401(k) plan with company match

Paid Training

Job summary

Zions Bancorporation’s Enterprise Technology and Operations (ETO) team is transforming how a financial institution delivers IT support. We seek a Senior Technology Manager to lead Help Desk and Workplace Support, driving AI-enabled services and a shift-left culture across a large enterprise in Midvale, UT.

You will champion automation, design AI-powered workflows, and ensure exceptional employee tech experiences while aligning with business roadmaps and SLAs.

Qualifications

• 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.

Responsibilities

• 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 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 to meet and exceed SLAs.
• Ensure the teams have the necessary technical skills, competencies, and capacity to support 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.

Skills

AI-enabled support

Shift-left culture

ITSM / ITIL

ServiceNow

Jira

Remedy

End-user computing

Leadership

Tools

ServiceNow

Jira

Remedy

Job description

Zions Bancorporation’s Enterprise Technology and Operations (ETO) team is transforming how a financial institution delivers IT support. We seek a Senior Technology Manager to lead Help Desk and Workplace Support, driving AI-enabled services and a shift-left culture across a large enterprise in Midvale, UT.

You will champion automation, design AI-powered workflows, and ensure exceptional employee tech experiences while aligning with business roadmaps and SLAs.