Senior Technology Manager, AI-powered End-User Support

Zionsbancorp; United States; Hybrid; USD 130,000 - 180,000; Full time

Benefits offered by this job

Health insurance (start day one)

Life insurance

Parental leave

HSA/FSA

PTO & holidays

401(k) with match

Mental health benefits

Tuition reimbursement

Job summary

Zions Bancorporation’s Enterprise Technology and Operations team seeks a Senior Technology Manager — Enterprise Technology Support to lead our Help Desk and Workplace Support teams, advancing an AI-enabled, shift-left end-user support model and collaborating with IT leadership to align with business roadmaps.

You will oversee incident, request, and problem management, manage budgeting and resource planning, and ensure service excellence across hardware, software, and end-user compute.

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, automation).
• Experience implementing shift-left initiatives or self-service strategies reducing escalations.
• Experience managing centralized help desk and distributed field support in a large enterprise.
• Deep ITSM/ITIL knowledge and platforms (ServiceNow, Jira, Remedy).

Responsibilities

• Lead, mentor, and cultivate high-performing Help Desk and Workplace Support teams.
• Design and champion an AI-enabled end-user support model with automation and self-service.
• Drive shift-left culture by expanding knowledge bases and self-service tooling.
• Develop and implement strategies, policies, and procedures for end-user support.
• Oversee incident, request, and problem management to meet SLAs in ITSM.
• Ensure teams have skills and capacity to support hardware, software, and end-user compute.
• Collaborate with IT leadership to align services with business objectives and roadmaps.
• Manage lifecycle of end-user hardware including procurement, deployment, maintenance, and disposal.
• Analyze support data and metrics to report KPIs to senior management.
• Manage budgeting, financial forecasting, and resource planning for end-user support.

Skills

Leadership

Strategic planning

Communication

Change management

Presentation skills

Tools

ServiceNow

Jira

Remedy

Job description

Zions Bancorporation’s Enterprise Technology and Operations team seeks a Senior Technology Manager — Enterprise Technology Support to lead our Help Desk and Workplace Support teams, advancing an AI-enabled, shift-left end-user support model and collaborating with IT leadership to align with business roadmaps.

You will oversee incident, request, and problem management, manage budgeting and resource planning, and ensure service excellence across hardware, software, and end-user compute.