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Company Name : Zillow
Location : Seattle, WA 98101
Position : Manager, End User Support
Job Description : About the team
Zillow Group’s Engineering and Development team is passionate about building and configuring secure, well-designed, automated systems for internal customers at Zillow Group. These systems increase employee productivity, security, and scalability so that each person in the Zillow Group environment is equipped to perform their daily job functions. Our platforms consist of both first party and third party cloud applications to support our dynamic environment.
About the role
As the Manager End-User Support, you will lead a team that is on the frontline of IT support. This team has been instrumental in playing a key role to shift Zillow Group into a distributed workforce model. It continues to play a critical role to provide IT support to an organization that is in hyper growth mode. You will champion the partnership between IT and the internal customers to ensure continuous alignment in a hyper growth environment. In this position, you will partner effectively and strategically with cross-functional technical teams across all lines of business.
As a Manager of End User Support, you will:
Drive incident resolution and operational process improvements, while maintaining exceptional end-user customer experience
Oversee requests, incidents, and problems.
Manage and coordinate urgent and complicated support issues requiring multiple team members to resolve.
Act as an escalation point for all requests and incidents
Partner with collaborators such as Security, Facilities, HR, and other IT teams on a regular cadence to align on strategy and growth, and to deliver shared initiatives
Develop ticket escalation processes to ensure free flowing escalation and information within the organization
Coordinate with senior technical staff on root cause of issues and communicate appropriately to internal and external customers
Continuously supervise Service Levels to set expectations and measure performance. Develop an effective and workable framework for managing and improving customer IT support in the organization
Manage ticket processes for outage/emergency activities to the organization.
Oversee daily volume of tickets and help prioritize tickets across all IT sub teams to ensure timely resolution of issues with the highest impact
Responsible for developing and documenting repetitive processes and procedures to enhance SLA achievement
Regularly communicate and own troubleshooting with IT senior managers when service performance levels are not met
Develop & maintain relationships with key collaborators and strategic partners
Monitor, report, and analyze team performance to drive improvement in important metrics
Advocates for the adoption, business alignment, and improvement of all IT service management processes and activities based on enterprise best practices
Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with customers
Translate business objectives into execution strategy (tactical and strategic), lead and successfully implement the strategy through strong collaboration and agile leadership
Anticipate and purposefully remove obstacles that slow down or prevent the End-User Support team from delivering on objectives.
Drive for clarity to keep teams moving forward
This role has been categorized as a Hybrid position. “Hybrid” employees regularly work at an existing ZG corporate office for approximately 10 to 80 percent of their time each month, and the rest of the time they may work from a remote physical location of their choice within a reasonable commuting distance from the corporate office which must be identified to the Company in advance. The Recruiter and Hiring Manager will set expectations on the employee’s preferred time in office. ZG has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute.
Who you are
3-5 years of technical leadership support experience with a deep understanding of frontline IT support processes and practices
Demonstrated experience in delivering support with an eye towards process improvement
Experience leading team of both direct and indirect reports, with the ability to prioritize, delegate and drive shared outcomes
Passion for Customer Service and strong engagement skills
Ability to select, manage, coach, motivate, mentor and develop a solution desk team
Ability to work and coordinate priorities well under pressure
Extensive experience with, and love of, mentoring folks and building hard-working teams
Ability to work as part of a geographically dispersed team and interact effectively with others
High energy and creativity; openness to new insights/approaches; willingness to be flexible and do whatever you can to bring value to the team
A high sense of ownership, a low ego, a can-do attitude and a sense of curiosity that is reflected in growing hisher skills on a continual basis
Strong conflict resolution and leadership skills
In Colorado, the standard pay range for this role is $102,400 – $163,600.00 Annually. This range is specific to Colorado and may not be applicable to other locations
In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location.
Get to know us
Zillow is reimagining real estate to make it easier to unlock life’s next chapter.
As the most-visited real estate website in the United States, Zillow® and its affiliates offer customers an on-demand real experience. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move — and no matter what job you’re in, you will play a critical role in making this vision a reality.
Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. We’re also building the workplace of the future, where our employees are less tethered to the office, and have more flexibility in their lives. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: Fortune’s 100 Best Companies to Work For® List 2021, TIME 100 Most Influential Companies list, Bloomberg Gender-Equality Index 2021, Human Rights Campaign (HRC) Corporate Equity Index and HRC’s Best Place to Work for LGBTQ Equality 2021, Fortune Best Workplaces for Millennials 2021, and Fortune Best Workplaces for Women 2021.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact us at RecruitingAccessibility@zillowgroup.com.
Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.
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