IT Support Manager

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 is 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.

Requirements

• 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 fast-paced 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.