IT Support Manager

Job description

What you can expect You will lead an internal IT support team that keeps Zoom employees productive worldwide. You will do this by building scalable processes, coaching engineers, and partnering with cross-functional stakeholders. Your impact: reliable, continuously improving IT services that accelerate business outcomes. About the Team The IT Support Services team responsible for end-to-end employee technology support across Zoom's India operations. Our team operates with a data-driven, service-excellence mindset using ITSM best practices. We exist to ensure every Zoom employee has the tools and support they need to do their best work Responsibilities Leading a team of support engineers in delivering reliable IT services while managing performance, morale, and professional growth across the group. Driving operational excellence by eliminating human errors, ensuring timely alert response, and completing root-cause analyses on schedule. Defining, tracking, and publishing KPIs and leveraging data analytics to identify improvement opportunities and measure progress. Setting team direction by balancing stakeholder requirements, prioritizing work, and managing dependencies with other teams. Partnering with Engineering, Sales, Security, and other stakeholders to continuously improve IT service delivery and employee experience. What we’re looking for Bring 8+ years of experience in IT or similar technology fields with 5+ years managing IT support teams Demonstrate proven ability to build, scale, and improve IT support services in a fastpaced environment Apply deep knowledge of IT Service Management frameworks and tools (ServiceNow, Okta, Jira) to drive process rigor Communicate effectively — distill complex information for diverse audiences and drive alignment across teams Lead with integrity, sound judgment, and accountability when handling sensitive information and stakeholder relationships Leverage data analytics to identify problems, measure progress, and inform prioritization decisions Ways of Working Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting. Benefits As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information. About Us Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment. Our Commitment At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step. If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed. Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.