What you can expect
The Support Manager is responsible for leading a team that delivers internal IT support services and reports to the Support Services Manager. This is a critical role as our employees depend on reliable IT solutions and services to deliver happiness to our customers worldwide.
About the Team
The IT Support Services team 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 and developing a team of support engineers across desktop support, ITAM, and service management, fostering growth through coaching and mentoring.
Driving predictable delivery of team work while maintaining clear visibility into priorities, stakeholder expectations, and project status.
Operating effectively in a fast, dynamic environment, instilling accountability and consistency across the team
Providing technical support leadership to resolve end-user issues, improve productivity, and continuously streamline processes.
Defining, track, and publish KPIs, leveraging data analytics with a data-first mindset to identify and measure improvement opportunities.
Establishing and maintaining SOPs and policies in compliance with security standards, utilizing ServiceNow, CAB approvals, and Jira.
Managing vendor relationships and partner with product teams to ensure licensing standards and effective adoption of Zoom products (ZVA, ServiceNow).
Applying deep technical expertise across endpoints, OS platforms (macOS/Windows), networking, and IT tools, while leveraging AI for automation and operational insights.
What we’re looking for
Hold a Bachelor's degree in Computer Science, Engineering, or MIS, or bring equivalent work experience.
10+ years of experience in IT or similar technology fields and 5+ years of experience managing IT support teams.
Demonstrate a results-driven, entrepreneurial mindset — thriving in fast environments with a focus on continuous improvement and delivering results within clear timelines.
Bring a customer-first mindset and exceptional communication skills, with the ability to translate and deliver business context clearly to the team.
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. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.
Skills Required
- 8+ years of experience in IT or similar technology fields
- 5+ years managing IT support teams
- Deep knowledge of IT Service Management frameworks and tools (ServiceNow, Okta, Jira)
- Proven ability to build, scale, and improve IT support services in a fast-paced environment
- Strong communication skills to distill complex information and align stakeholders
- Experience leveraging data analytics to identify problems and measure progress
- Ability to handle sensitive information with integrity, sound judgment, and accountability
Zoom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zoom and has not been reviewed or approved by Zoom.
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Fair & Transparent Compensation — Compensation is positioned at or above market for many roles, and postings often include clear pay ranges that help set expectations. Market standing among similar-size tech firms reinforces the perception of strong total rewards.
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Equity Value & Accessibility — Equity grants and an ESPP are prominent parts of the package and can materially augment cash compensation. Stock components are framed as a meaningful contributor to overall pay satisfaction.
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Healthcare Strength — Medical plan choice is broad and paired with free dental and vision for employees and dependents, plus robust mental-health resources and disability coverage. These elements position core health benefits as a standout strength.
Zoom Insights
What We Do
Bring teams together, reimagine workspaces, engage new audiences, and delight your customers –– all on the Zoom platform you know and love. 💙 Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but we didn’t stop there. With products like AI Companion, Team Chat, Contact Center, Phone, Events, Rooms, Webinar, and more, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions to government agencies, from global brands to small businesses. We do what we do because of our core value of Care: care for our community, our customers, our company, our teammates, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem-solvers and self-starters, working hard to get results and moving quickly to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and find room to grow with opportunities to stretch your skills and advance your career in a diverse, inclusive environment. Learn more about careers at Zoom by visiting our careers site: https://careers.zoom.us/home
