Technology Manager--Enterprise

Zions 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.

We are seeking a
Senior Technology Manager – Enterprise Technology Support
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 "shift-left" 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.

• Lead, mentor, and cultivate high-performing Help Desk and Workplace Support teams, fostering a culture of exceptional customer service and continuous improvement.
• Design, 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.
• Champion a "shift-left" 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.
• Develop and implement strategies, policies, and procedures to ensure efficient and effective handling of all end-user technical support needs.

Oversee incident, request, and problem management processes within an IT Service Management Platform (e.g., Service Now) to meet and exceed Service Level Agreements (SLAs).

• Ensure the teams have the necessary technical skills, competencies, and capacity to support the enterprise's hardware, software, and technology needs.
• Collaborate with IT leadership and stakeholders to align end-user support services with business objectives and strategic roadmaps.
• Manage the lifecycle of end-user hardware, including procurement, deployment, maintenance, and disposal, in partnership with IT Asset Management.
• Analyze support data and metrics to identify trends, measure performance, and report on Key Performance Indicators (KPIs) to senior management.
• Manage budgeting, financial forecasting, and resource planning for the end-user support organization.
• Other duties as assigned.

• 8+ years’ experience leading, mentoring, and cultivating high-performing teams in an IT operations or end-user support function.
• Proven experience planning, implementing, or managing AI-enabled support models (e.g., chatbots, AI-powered ticket routing, or workflow automation).
• Demonstrated experience designing and implementing "shift-left" initiatives or self-service strategies that demonstrably reduce ticket escalations.
• Proven experience managing both a centralized help desk and a distributed field support team in a large enterprise environment.
• Deep expertise with IT Service Management (ITSM) and ITIL principles and platforms (e.g., Service Now, Jira, Remedy).
• Strong knowledge of end-user computing technologies, including hardware, operating systems (Windows/macOS), and enterprise software.
• Excellent leadership, analytical, interpersonal, and communication skills, with the ability to communicate effectively…