Technology Manager-Enterprise Support

Zions Bancorporation; Midvale (UT); Hybrid; USD 140,000 - 170,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance –

Life and Disability Insurance

401(k) plan with match

Job summary

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

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 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.

Skills

IT leadership

AI-enabled support

Shift-left

ITSM/ITIL

End-user computing

Stakeholder communication

Roadmap development

Team mentoring

Tools

ServiceNow

Jira

Remedy

Job description

Zions Bancorporation’s Enterprise Technology and Operations (ETO) team is transforming what it means to work for a financial institution. With a commitment to technology and innovation, we have been providing our community, clients and colleagues with the best experience possible for over 150 years. Help us transform our workforce of the future, today.

We are seeking a Senior Technology Manager – Enterprise Technology Support to join Zions Bancorporation. In this critical role, you will lead our Help Desk and Workplace Support (Field Services) teams, driving strategic initiatives to deliver outstanding technology support. A key focus will be to champion our shift toward an AI-enabled support model and foster a "shift-left" culture that empowers users through automation and self-service. You will collaborate with cross-functional teams to implement best practices, enhance the employee technology experience, and ensure the operational excellence of our end-user support functions. Your leadership will directly impact employee productivity and satisfaction across the organization. This is an exciting opportunity for a dynamic and customer-focused leader passionate about technology and service delivery.

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 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 Key Performance Indicators (KPIs) to senior management.

• Manage budgeting, financial forecasting, and resource planning for the end-user support organization.

• Other duties as assigned.

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.

Location

This position has an in-office work schedule with the ability to work from home to accommodate flexibility which is located at the new Zions Technology Center in Midvale, UT. The Zions Technology Center is a 400,000-square-foot technology campus in Midvale, Utah. Located on the former Sharon Steel Mill superfund site, the sustainably built campus will be the company’s primary technology and operations center. This modern and environmentally friendly technology center will enable Zions to continue to compete for the best technology talent in the state while providing team members with an exceptional work environment with features such as:

• Electric vehicle charging stations and proximity to Historic Gardner Village UTA TRAX station.

• At least 75% of the building is powered by on-site renewable solar energy.

• Access to outdoor recreation, parks, trails, shareable bikes and locker rooms.

• Large modern cafe with a healthy and diverse menu.

• Healthy indoor environment with ample natural light and fresh air.

• LEED-certified sustainable building that features include the use of low VOC-emitting construction materials.

Benefits

• Medical, Dental and Vision Insurance - START DAY ONE!

• Life and Disability Insurance, Paid Parental Leave and Adoption Assistance

• Health Savings (HSA), Flexible Spending (FSA) and dependent care accounts

• Paid Training, Paid Time Off (PTO) and 11 Paid Federal Holidays

• 401(k) plan with company match, Profit Sharing, competitive compensation in line with work experience

• Mental health benefits including coaching and therapy sessions

• Tuition Reimbursement for qualifying employees

• Employee Ambassador preferred banking products

Req ID: 071793

Equal Opportunity Employer

It is the policy of this corporation to provide equal employment and advancement opportunities to all employees and applicants for employment, without regard to race, color, religion, age (40 and over), sex, pregnancy, gender, disability, national origin, ethnic background, citizenship, veteran status, sexual orientation, gender identity and expression or any other characteristic protected by applicable law. This policy is established and administered in accordance with all applicable federal, state, and local laws.

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