Senior Manager, End User Support
Senior Manager, End User Support
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Salary Not Disclosed
1 Vacancy
Job Description
The Chan Zuckerberg Initiative was founded by Priscilla Chan and Mark Zuckerberg in 2015 to help solve some of societys toughest challenges from eradicating disease and improving education to addressing the needs of our local communities. Our mission is to build a more inclusive just and healthy future for everyone.
The Team
Across our work in Science Education and within our communities we pair technology with grantmaking impact investing and collaboration to help accelerate the pace of progress toward our mission. Our Central Operations & Partners team provides the support needed to push this work forward.
Central Operations & Partners consists of our Brand & Communications Community Facilities Finance Infrastructure/IT Operations/Business Systems Initiative Operations People Real Estate/Workplace/Facilities/Security Research & Learning and Ventures teams. These teams provide the essential operations services and strategies needed to support CZIs progress toward achieving its mission to build a better future for everyone.
Our Central Tech team provides technology and security support for CZI and our grantees. We believe that Engineering IT and Security are most effective when in sync and learning from each other on a daily basis. Across our three pillars of Infrastructure Security and Grantee & Partner Support we enable our teams to achieve their goals faster and more securely. We leverage technology to automate manual processes constantly innovate to optimize operations provide first-class support and build solutions to enable the scale and execution of our business partners strategies and initiatives.
The Opportunity
We are seeking a visionary and experienced Senior Manager to lead our End User Support team. This is a high-impact leadership role that requires both strategic foresight and hands-on execution. You will be responsible for shaping the future of end-user service delivery at CZIdefining what exceptional support looks like and building the systems team and culture to achieve it.
Youll lead a high-performing team that supports a diverse and distributed workforce ensuring seamless and secure access to the tools and services employees need to thrive. Your leadership will help transform support into a proactive data-driven and automation-enabled function that scales with CZIs growing needs.
What Youll Do
- Leadership & Vision
- Define and execute a strategic roadmap for end-user support aligned with CZIs values and growth.
- Lead mentor and inspire a team of support professionals spanning service desk desktop and AV support.
- Foster a culture of customer-centricity innovation and continuous improvement.
- Champion cross-functional collaboration to ensure technology support is tightly integrated with business needs.
- Operational Excellence
- 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.
- Analyze support trends to identify root causes and implement preventative solutions.
- Technology & Automation
- Drive the adoption of modern support tools and platforms (ticketing remote support knowledge management endpoint management).
- Expand automation and self-service capabilities to streamline workflows and empower users.
- Collaborate with Security Infrastructure and Business Systems teams to maintain a secure and consistent user environment.
- Customer Experience & Enablement
- Act as the voice of the end user within Central Tech proactively identifying and addressing friction points.
- Lead initiatives to improve onboarding access provisioning and digital literacy.
- Develop scalable communication and training programs that increase user confidence and engagement.
- Financial & Vendor Management
- Manage team budget and resources balancing performance and cost-efficiency.
- Evaluate select and oversee vendors providing support technologies or outsourced services.
What Youll Bring
- 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.
- Experience designing and executing self-service and automation strategies is a plus.
Compensation
The Redwood City CA base pay range for this role is $153000-$230000 . New hires are typically hired into the lower portion of the range enabling employee growth in the range over time. Actual placement in range is based on job-related skills and experience as evaluated throughout the interview process.
Benefits for the Whole You
Were thankful to have an incredible team behind our work. To honor their commitment we offer a wide range of benefits to support the people who make all we do possible.
- CZI provides a generous employer match on employee 401(k) contributions to support planning for the future.
- Annual benefit for employees that can be used most meaningfully for them and their families such as housing student loan repayment childcare commuter costs or other life needs.
- CZI Life of Service Gifts are awarded to employees to live the mission and support the causes closest to them.
- Paid time off to volunteer at an organization of your choice.
- Funding for select family-forming benefits.
- Relocation support for employees who need assistance moving to the Bay Area
- And more!
If youre interested in a role but your previous experience doesnt perfectly align with each qualification in the job description we still encourage you to apply as you may be the perfect fit for this or another role.
Explore ourwork modesbenefits andinterview processat
Required Experience:
Senior Manager
Employment Type
Full Time
