IT Manager

Zillow
Bengaluru
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskEducation: bachelorsSkills: ["Leadership","Communication","Interpersonal skills","Problem-solving","Customer service mindset"]

Lead a frontline IT end-user support team and help Zillow’s distributed workforce model scale. Manage incident and service request intake, prioritization, ticket tracking, and escalations to ensure timely resolution and strong customer satisfaction. Act as a subject matter expert across operating systems, networking, infrastructure, and ITSM/ITIL processes, while improving service desk workflows, metrics, and team performance through training and coaching. Partner with cross-functional IT teams and C-level stakeholders.

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FursaFursa
Zillow
Zillow
3 days ago

IT Manager

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Job Summary

Lead a frontline IT end-user support team and help Zillow’s distributed workforce model scale. Manage incident and service request intake, prioritization, ticket tracking, and escalations to ensure timely resolution and strong customer satisfaction. Act as a subject matter expert across operating systems, networking, infrastructure, and ITSM/ITIL processes, while improving service desk workflows, metrics, and team performance through training and coaching. Partner with cross-functional IT teams and C-level stakeholders.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Manager level

Key Responsibilities

  • •Lead and manage a team of IT support technicians, including task assignment, goal setting, mentorship, performance evaluations, and efficient operations.
  • •Oversee IT incident and service request handling: log, prioritize, assign, monitor ticket progress, escalate when needed, and ensure timely resolution and customer satisfaction.
  • •Serve as a subject matter expert for troubleshooting complex technical issues and keeping the team current on emerging technologies and best practices.
  • •Continuously improve IT service desk processes and workflows by developing procedures and monitoring KPIs for efficiency and effectiveness.
  • •Train and develop team members, and collaborate with other IT teams (network, systems, application support) and stakeholders to communicate service desk performance.

Key Requirements

  • •Minimum 3 years of experience in IT support or service desk roles, with progressively increasing responsibility; leadership experience is highly desirable.
  • •Strong technical knowledge across IT systems, hardware, software, and networking, including OS proficiency (Windows, macOS), networking troubleshooting, and IT infrastructure concepts (servers, storage, virtualization).
  • •Experience with IT service management (ITSM) tools, incident management systems, and ticketing systems, plus remote support tools and techniques.
  • •Demonstrated leadership and management capabilities, including communication, motivating a team, decision-making, prioritization, and meeting deadlines.
  • •Familiarity with the ITIL framework (incident, problem, change, and service level management) is highly desirable; a bachelor’s degree in CS/IT (or related) is preferred.
Education:Bachelor's in Computer Science, Information Technology, or related
Skills:LeadershipCommunicationInterpersonal skillsProblem-solvingCustomer service mindset
Tech Stack:WindowsMacOSNetworkingITSMIncident managementTicketing systemsRemote support toolsITILVirtualizationServersStorageService desk

Company Brief

Zillow
Operates an online real estate marketplace providing listings, valuation estimates, rentals, and agent tools. Connects buyers, sellers, renters, and real estate professionals with data-driven search, home Zestimate valuations, and advertising services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Seattle, United States
Founded: 2006
WebsiteLinkedIn