Manager, IT

About the teamZillow Group’s Engineering and Development team builds secure, scalable, and automated systems that support employees across the company. By delivering reliable first-party and third-party cloud solutions for internal customers, the team helps improve productivity, strengthen security, and enable teams to do their best work every day.About the roleAs the Manager, End-User Support, you will lead a team at the front line of IT support and help shape a seamless technology experience for employees across Zillow Group. In this role, you will drive high-quality support in a distributed environment, strengthen partnership between IT and internal customers, and collaborate across technical teams to improve service, scale operations, and support the business as it grows.Lead, coach, and develop a team of IT support technicians through goal setting, feedback, task prioritization, and performance management.Oversee incident and service request workflows to ensure issues are logged, prioritized, escalated appropriately, and resolved in a timely manner.Serve as a technical escalation point for complex end-user support issues and guide the team on troubleshooting, tools, and best practices.Improve service desk processes, workflows, and key performance indicators to increase efficiency, service quality, and team effectiveness.Build strong relationships with internal customers, address escalations, and continuously improve the support experience.Drive onboarding and ongoing training to strengthen team capability and readiness for new technologies, products, and processes.Partner with cross-functional IT teams and stakeholders to ensure coordinated support delivery and clear communication.This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.In addition to a competitive base salary and benefits, this position is also eligible for equity awards based on factors such as experience, performance and location.Who you are3+ years of experience in IT support or service desk environments, with increasing responsibility; previous people leadership experience preferred.Strong knowledge of end-user support, including operating systems, business software, hardware, networking, and remote support tools.Familiarity with core IT infrastructure concepts such as servers, storage, virtualization, and IT security best practices.Experience with ITSM platforms, ticketing systems, and service operations processes; familiarity with ITIL practices is a plus.Strong leadership, communication, coaching, and decision-making skills, with the ability to prioritize effectively and support team performance.A customer-focused mindset with experience handling escalations and delivering high-quality internal support.Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.Get to know usAt Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For in 2025, and included on the PEOPLE Companies That Care 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.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 your recruiter directly.Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr Zillow Group Inc.