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IT Support Manager
Zoom
Bengaluru, IND
Full-time
Senior · 8+ years experience
Hybrid
Discovered 3 weeks ago
ServiceNowOktaJira
Free
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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
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