IT Manager

Zillow Group is a strategic mission-driven organization focused on delivering exceptional experiences and measurable outcomes. Our work spans cross-functional partnership scalable programs and operational excellence in support of Zillows mission. We bring deep experience working across diverse teams in a dynamic high-growth environment balancing strategic thinking with hands-on execution to drive meaningful business impact. We are seeking an experienced professional to support our workforce expansion in India.

• Team Management: The manager is responsible for leading and managing a team of IT support technicians. This includes assigning tasks setting goals providing guidance and mentorship conducting performance evaluations and ensuring the team operates efficiently and effectively.

• Incident and Request Management: The manager oversees the handling of IT incidents and service requests. They ensure that all incoming issues are appropriately logged prioritized and assigned to the relevant team members. They monitor the progress of tickets escalate issues when necessary and ensure timely resolution and customer satisfaction.

• Technical Expertise: The manager possesses strong technical knowledge and acts as a subject matter expert to support the team members. They assist in troubleshooting complex technical issues provide guidance on best practices and procedures and keep up-to-date with emerging technologies and industry trends.

• Process Improvement: The manager plays a role in continuously improving the IT service desk processes and workflows. They identify areas for improvement develop and implement new procedures and monitor key performance indicators (KPIs) to measure and enhance the overall efficiency and effectiveness of the team.

• Customer Relationship Management: Building and maintaining positive relationships with customers is crucial. The manager ensures that customers receive high-quality service and support addresses customer concerns or escalations and seeks feedback to improve the customer experience.

• Training and Development: The manager is responsible for training new team members organizing ongoing training sessions to enhance the teams technical skills and knowledge and keeping the team updated on new technologies products and procedures.

• Collaboration and Communication: The IT Service Desk manager collaborates with other IT teams such as network systems and application support to ensure seamless coordination and resolution of issues. They also communicate with stakeholders management and end-users to provide updates on service desk operations and performance.

• Minimum 3 years of experience in IT support or service desk roles is typically required with progressively increasing levels of responsibility. Experience in a leadership role is highly desirable.

• Strong technical knowledge and proficiency in IT systems hardware software and networking are essential. Specific technical skills and knowledge may include:

  • Proficiency in operating systems (such as Windows macOS) and common software applications.

  • Understanding of networking concepts protocols and troubleshooting.

  • Knowledge of IT infrastructure components including servers storage and virtualization technologies.

  • Familiarity with IT service management (ITSM) tools incident management systems and ticketing systems.

  • Experience with remote support tools and techniques.

  • Knowledge of IT security principles and best practices.

• The IT Service Desk manager must demonstrate strong leadership and management capabilities. This includes:

  • Excellent communication and interpersonal skills to effectively interact with team members stakeholders and customers.

  • Ability to motivate and inspire the team encourage collaboration and foster a positive work environment.

  • Strong problem-solving and decision-making skills to address complex issues and make timely decisions.

  • Proven ability to prioritize tasks manage workload and meet deadlines.

  • Experience in performance management coaching and providing feedback to team members.

  • Experience in developing a Service Desk strategy and building process maturity coupled with driving the execution of the strategy.

• Familiarity with IT Infrastructure Library (ITIL) framework and its key processes such as incident management problem management change management and service level management is highly desirable. Knowledge of ITIL best practices can help streamline service desk operations and align them with industry standards.

• A strong customer service mindset is crucial for the IT Service Desk manager. They should have the ability to understand and address customer needs handle challenging situations and ensure high levels of customer satisfaction.

• Bachelors degree in Computer Science Information Technology or related degree is preferred.

At Zillow were reimagining how people movethrough the real estate market and through their careers.

As the most-visited real estate platform in the U.S. Zillow helps millions of customers navigate buying selling financing and renting with greater ease and confidence. Our teams in India play a critical role in building and scaling the technology products and operations that power this experience.

Whether youre working in tech operations or shared services youll collaborate with global partners to solve meaningful problems and help more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the U.S.. Zillow was named one of FORTUNE 100 Best Companies to Work For in 2025 and included on the PEOPLE Companies That Care 2025 list reflecting our commitment to creating an innovative inclusive and engaging culture where employees are empowered to grow.

No matter where you sit in the organization your work will help drive innovation support our customers and move the industryand your careerforward together.

Zillow Group is an equal opportunity employer committed to fostering an inclusive innovative environment with the best employees. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender maternity status HIV status or veteran status. Reasonable accommodations will be provided to candidates with disabilities in accordance with applicable policies.