Head of Managed Services Support
New
Z
ZIROUnified Communications
Location: CanadaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- NetworkingServiceNow
Requirements
- 5+ years in Managed Services or technical support environments
- 2+ years leading multi-tier support teams
- Proven experience building or redesigning support organizations and escalation frameworks
- Strong leadership background driving accountability and organizational change
- Broad technical knowledge across Microsoft Teams, Direct Routing, Microsoft 365, Cisco UC, and SIP/networking fundamentals
- Experience with ITSM/ticketing platforms such as ConnectWise, ServiceNow, or similar systems
- Familiarity with Cisco UC technologies including Call Manager, Unity, UCCX, Expressway, and Voice Gateways
- MS-700 / MS-721 certifications preferred
Responsibilities
- Lead, coach, and develop the Managed Services support team across Tier 1, Tier 2, and Tier 3
- Conduct bi-weekly 1:1s with team members including KPI reviews and development planning
- Assess support structure, escalation workflows, and operational gaps within 60 days
- Develop and implement recommendations for team structure, roles, and escalation frameworks
- Manage team performance against SLA, SLO, CSAT, and quality metrics
- Act as the management escalation point for high-impact or sensitive customer issues
- Build trusted relationships with customer IT leaders
- Lead postmortems for major incidents
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