IT Manager

About The Team

Lead a frontline IT support team pivotal in transitioning Zillow Group to a distributed workforce. This team supports a rapidly expanding organization, ensuring seamless IT services and alignment with internal customer needs in a hyper-growth context. Collaborate strategically with cross-functional technology units, including overseeing Executive Support and C-level IT initiatives.

Role Overview

• Lead and manage IT support technicians by assigning tasks, setting objectives, mentoring, evaluating performance, and ensuring operational efficiency.
• Supervise IT incident and service request management, ensuring accurate logging, prioritization, timely resolution, and escalation as needed to uphold customer satisfaction.
• Provide technical expertise by resolving complex issues, guiding on standards and protocols, and staying current with emerging technologies.
• Drive continuous process improvements in service desk workflows and procedures, measuring success via key performance indicators.
• Maintain and enhance customer relationships by delivering quality services, managing escalations, and gathering feedback for improvement.
• Conduct training for new hires and organize ongoing skill development and updates on technologies and processes.
• Work collaboratively with other IT teams to coordinate issue resolution and communicate service desk status to stakeholders, management, and users.

Employment Location

This is an office-based role requiring employees to spend approximately 80-100% of their working hours at the Zillow India office, living within a reasonable commuting distance based on personal judgment regarding commute time and cost.

Compensation

In addition to competitive base salary, the role is eligible for incentive compensation depending on experience, performance, and location, compliant with applicable laws and company policies.

Candidate Profile

• Minimum three years of progressively responsible IT support or service desk experience, ideally including leadership roles.
• Strong technical foundation in operating systems (Windows, macOS), networking concepts, IT infrastructure (servers, storage, virtualization), ITSM and ticketing tools, remote support, and IT security principles.
• Proven leadership capabilities encompassing communication, team motivation, collaboration, problem-solving, prioritization, performance management, and strategic planning for service desk maturity.
• Familiarity with ITIL frameworks, particularly incident, problem, change, and service level management processes, to drive operational standardization and improvements.
• Excellent customer service orientation with the ability to manage challenging situations and ensure satisfaction.
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline preferred.

About Zillow

Zillow is a leading real estate platform striving to simplify transactions for millions through innovative technology and operations. Our India teams contribute critically to global product and operational excellence. Zillow is recognized among the best workplaces and is dedicated to cultivating an inclusive, innovative environment for employee growth and success, reflecting high standards of diversity, equity, and inclusion.

Equal Opportunity Statement

Zillow Group is firmly committed to equal employment opportunities without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, maternity, HIV status, or veteran status. Reasonable accommodations are provided for candidates with disabilities.