Head of Managed Services Support

ZIRO

1d•Remote

About The Position

ZIRO is a leader in Unified Communications, helping customers deliver modern voice through Teams Phone and Microsoft 365. We help companies migrate, automate and manage their phone systems with industry-leading technology and decades of expertise with enterprise calling. Our platform simplifies the complex, helps IT teams move faster, and deliver a unified experience to every user. We’re a growing, people-first team that values accountability, courage, innovation, passion, selflessness and good judgment. We are on the mission to make every conversation count, and you can be too! If you want to learn more about our interview process, and culture, click here: https://goziro.com/careers/

Requirements

5+ years in Managed Services or technical support environments, including 2+ years leading multi-tier support teams
Proven experience building or redesigning support organizations, escalation frameworks, and operational processes
Strong leadership background driving accountability, coaching, performance improvement, 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

Nice To Haves

MS-700 / MS-721 certifications preferred, or ability to attain quickly
Familiarity with Cisco UC technologies including Call Manager, Unity, UCCX, Expressway, and Voice Gateways sufficient to evaluate Tier 2/3 technical quality

Responsibilities

Lead, coach, and develop the Managed Services support team across Tier 1, Tier 2, and Tier 3, while championing a consultative support culture.
Conduct bi-weekly 1:1s with each team member, including KPI reviews, call feedback, coaching, and development planning.
Build onboarding and career development plans, including certification milestones and progression pathways across tiers.
Coach the team on consultative customer interactions, discovery questioning, and outcome-focused communication.
Manage team scheduling, on-call rotations, hiring participation, and overall resource planning.
Assess the current support structure, escalation workflows, tooling, and operational gaps within the first 60 days.
Develop and implement recommendations for team structure, role definitions, escalation paths, staffing needs, and operational processes.
Create and maintain role scorecards, escalation frameworks, and operating rhythms that support a high-accountability culture.
Lead organizational and process changes through clear communication, transition planning, and continuous improvement.
Own team performance against SLA, SLO, CSAT, backlog, escalation, and quality metrics.
Conduct monthly ticket quality audits and provide actionable coaching feedback to team members.
Monitor ticket queues, escalations, and cross-tier handoffs to ensure accountability and timely resolution.
Act as the management escalation point for high-impact or sensitive customer issues.
Oversee provisioning quality, maintenance execution, and operational consistency across the support organization.
Use data to drive decision making.
Participate in customer meetings and represent team performance, trends, and improvement initiatives.
Build trusted relationships with customer IT leaders and model strong consultative communication practices.
Lead postmortems for major incidents, including customer communication and preventive action planning.
Ensure customers receive proactive and consistent communication, including daily ticket updates where required.
Produce monthly reporting on incident trends, recurring issues, and operational improvement opportunities.
Drive continuous improvement initiatives across workflows, tooling, and support processes.
Ensure internal documentation, customer records, and knowledge base content remain accurate and current.
Coordinate operational activities related to internal releases, certifications, and licensing renewals.