Senior Manager – End User Support
| Company | Chan Zuckerberg Initiative |
|---|---|
| Location | San Carlos, CA, USA |
| Salary | $153000 – $230000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 10+ years of progressive experience in IT support, including 5+ years in a leadership capacity.
- Proven track record of building and scaling high-performing support teams in dynamic, distributed environments.
- Deep knowledge of end-user technologies (macOS, Windows, Google Workspace, Zoom, Slack).
- Strong understanding of ITSM frameworks (ITIL), ticketing tools (Jira, ServiceNow), and endpoint management platforms (Jamf, Intune).
- Exceptional communication, coaching, and stakeholder engagement skills.
- Strategic thinker with a bias for action, strong analytical capabilities, and a passion for operational excellence.
Responsibilities
- Define and execute a strategic roadmap for end-user support aligned with CZI’s values and growth.
- Lead, mentor, and inspire a team of support professionals spanning service desk, desktop, and AV support.
- Own the delivery of IT support services, ensuring responsiveness, reliability, and user satisfaction.
- Establish and monitor key performance indicators (e.g., SLA adherence, CSAT, resolution time) to drive accountability and process improvement.
- Implement ITIL-based best practices for incident, request, and problem management.
- Drive the adoption of modern support tools and platforms (ticketing, remote support, knowledge management, endpoint management).
- Act as the voice of the end user within Central Tech, proactively identifying and addressing friction points.
- Manage team budget and resources, balancing performance and cost-efficiency.
Preferred Qualifications
- Experience designing and executing self-service and automation strategies is a plus.