Technology Manager--Enterprise Support

%3Cp%3EZions Bancorporation’s Enterprise Technology and Operations (ETO) team is transforming what it means to work for a financial institution. With a commitment to technology and innovation, we have been providing our community, clients and colleagues with the best experience possible for over 150 years. Help us transform our workforce of the future, today.%3C/p%3E%3Cp%3EWe are seeking a%26nbsp;%3Cstrong%3ESenior Technology Manager – Enterprise Technology Support%3C/strong%3E%26nbsp;to join Zions Bancorporation. In this critical role, you will lead our Help Desk and Workplace Support (Field Services) teams, driving strategic initiatives to deliver outstanding technology support. A key focus will be to champion our shift toward an AI-enabled support model and foster a %22shift-left%22 culture that empowers users through automation and self-service. You will collaborate with cross-functional teams to implement best practices, enhance the employee technology experience, and ensure the operational excellence of our end-user support functions. Your leadership will directly impact employee productivity and satisfaction across the organization. This is an exciting opportunity for a dynamic and customer-focused leader passionate about technology and service delivery.%3C/p%3E%3Cp%3E%3Cstrong%3EResponsibilities%3C/strong%3E%3C/p%3E%3Cul%3E%3Cli%3ELead, mentor, and cultivate high-performing Help Desk and Workplace Support teams, fostering a culture of exceptional customer service and continuous improvement.%3C/li%3E%3Cli%3EDesign, implement, and champion an AI-enabled end user support model, leveraging virtual agents, automated workflows, and predictive analytics to enhance efficiency and modernize the user experience.%3C/li%3E%3Cli%3EChampion a %22shift-left%22 support culture by driving the adoption of self-service tools, expanding comprehensive knowledge bases, and shifting ticket resolutions closer to the first point of contact through automation.%3C/li%3E%3Cli%3EDevelop and implement strategies, policies, and procedures to ensure efficient and effective handling of all end-user technical support needs.%3C/li%3E%3Cli%3EOversee incident, request, and problem management processes within an IT Service Management Platform (e.g., ServiceNow) to meet and exceed Service Level Agreements (SLAs).%3C/li%3E%3Cli%3EDrive continuous improvement of support processes, focusing on automation, self-service capabilities, and enhancing the overall employee experience.%3C/li%3E%3Cli%3EEnsure the teams have the necessary technical skills, competencies, and capacity to support the enterprise%27s hardware, software, and technology needs.%3C/li%3E%3Cli%3ECollaborate with IT leadership and stakeholders to align end-user support services with business objectives and strategic roadmaps.%3C/li%3E%3Cli%3EManage the lifecycle of end-user hardware, including procurement, deployment, maintenance, and disposal, in partnership with IT Asset Management.%3C/li%3E%3Cli%3EAnalyze support data and metrics to identify trends, measure performance, and report on Key Performance Indicators (KPIs) to senior management.%3C/li%3E%3Cli%3EManage budgeting, financial forecasting, and resource planning for the end-user support organization.%3C/li%3E%3Cli%3EOther duties as assigned.%3C/li%3E%3C/ul%3E%3Cp%3E%3Cstrong%3EQualifications%3C/strong%3E%3C/p%3E%3Cul%3E%3Cli%3E8+ years’ experience leading, mentoring, and cultivating high-performing teams in an IT operations or end-user support function.%3C/li%3E%3Cli%3EProven experience planning, implementing, or managing AI-enabled support models (e.g., chatbots, AI-powered ticket routing, or workflow automation).%3C/li%3E%3Cli%3EDemonstrated experience designing and implementing %22shift-left%22 initiatives or self-service strategies that demonstrably reduce ticket escalations.%3C/li%3E%3Cli%3EProven experience managing both a centralized help desk and a distributed field support team in a large enterprise environment.%3C/li%3E%3Cli%3EDeep expertise with IT Service Management (ITSM) and ITIL principles and platforms (e.g., ServiceNow, Jira, Remedy).%3C/li%3E%3Cli%3EStrong knowledge of end-user computing technologies, including hardware, operating systems (Windows/macOS), and enterprise software.%3C/li%3E%3Cli%3EExcellent leadership, analytical, interpersonal, and communication skills, with the ability to communicate effectively with senior management, vendors, and team members.%3C/li%3E%3Cli%3EDemonstrated ability to develop and execute strategic roadmaps and lead change initiatives.%3C/li%3E%3Cli%3EExcellent presentation skills and the ability to convey technical concepts to non-technical audiences.%3C/li%3E%3C/ul%3E%3Cp%3E%26nbsp;%3C/p%3E%3Cp%3E%3Cstrong%3ELocation%3C/strong%3E%3C/p%3E%3Cp%3EThis position has an in-office work schedule with the ability to work from home to accommodate flexibility which is located at the new Zions Technology Center in Midvale, UT. The Zions Technology Center is a 400,000-square-foot technology campus in Midvale, Utah. Located on the former Sharon Steel Mill superfund site, the sustainably built campus will be the company’s primary technology and operations center. This modern and environmentally friendly technology center will enable Zions to continue to compete for the best technology talent in the state while providing team members with an exceptional work environment with features such as:%3C/p%3E%3Cul%3E%3Cli%3EElectric vehicle charging stations and proximity to Historic Gardner Village UTA TRAX station.%3C/li%3E%3Cli%3EAt least 75% of the building is powered by on-site renewable solar energy.%3C/li%3E%3Cli%3EAccess to outdoor recreation, parks, trails, shareable bikes and locker rooms.%3C/li%3E%3Cli%3ELarge modern cafe with a healthy and diverse menu.%3C/li%3E%3Cli%3EHealthy indoor environment with ample natural light and fresh air.%3C/li%3E%3Cli%3ELEED-certified sustainable building that features include the use of low VOC-emitting construction materials.%3C/li%3E%3C/ul%3E%3Cp%3E%3Cstrong%3EBenefits%3C/strong%3E%3C/p%3E%3Cul%3E%3Cli%3EMedical, Dental and Vision Insurance - START DAY ONE!%3C/li%3E%3Cli%3ELife and Disability Insurance, Paid Parental Leave and Adoption Assistance%3C/li%3E%3Cli%3EHealth Savings (HSA), Flexible Spending (FSA) and dependent care accounts%3C/li%3E%3Cli%3EPaid Training, Paid Time Off (PTO) and 11 Paid Federal Holidays%3C/li%3E%3Cli%3E401(k) plan with company match, Profit Sharing, competitive compensation in line with work experience%3C/li%3E%3Cli%3EMental health benefits including coaching and therapy sessions%3C/li%3E%3Cli%3ETuition Reimbursement for qualifying employees%3C/li%3E%3Cli%3EEmployee Ambassador preferred banking products%3C/li%3E%3C/ul%3E%3Cp%3EApply now if you have a passion for impactful outcomes, enjoy working collaboratively with co-workers, and want to make a difference for the clients and communities we serve.%3C/p%3E%3Cp%3E%26nbsp;%3C/p%3E

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Job Details
hours per week: 40
Work Locations: Utah-Midvale-UT - Zions Tech Center, Info Systems & Technology