Service Operations Manager

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September 17

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Zella Technologies

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Cybersecurity • Cloud Services • IT Support & Consulting

Zella Technologies is a comprehensive IT services provider that specializes in managed services, cybersecurity, cloud solutions, and IT support and consulting. With a team of over 15,000 onsite technicians and 300 remote technicians active in five countries, Zella Technologies delivers custom-made IT solutions tailored to meet the unique needs of businesses. Their offerings include VoIP systems, cloud backup, infrastructure as a service, and executive consulting, ensuring robust technology support and proactive management for their clients' IT environments.

51 - 200 employees

🔒 Cybersecurity

📋 Description

• Operational leader of the service desk and field team overseeing ticket flow and technician performance • Manage and prioritize the ticket queue, ensuring timely response and resolution • Dispatch and coordinate remote and field technicians for customer support and projects • Serve as the primary escalation point for customer service and technical issues • Monitor and report on SLAs, KPIs, and customer satisfaction; provide regular reports to leadership • Create dashboards and metrics to track technician performance, ticket volume, and recurring issues • Review tickets for automation opportunities and implement process improvements to reduce manual work • Manage and optimize PSA (HaloPSA) configurations for better workflows • Ensure documentation, SOPs, and knowledge base articles are consistently maintained • Drive accountability within the team for ticket documentation, resolution, and communication • Collaborate with leadership on resource planning, escalations, and customer feedback • During first 90 days: work support tickets, projects and create documentation/SOPs to understand workflows and recommend improvements

🎯 Requirements

• 3+ years in an IT service desk or MSP environment • 1+ years in a leadership/management role • Strong understanding of IT support processes, SLAs, and ticket management • Experience with PSA/RMM platforms (HaloPSA & NinjaRMM strongly preferred; ConnectWise or Autotask acceptable) • Demonstrated experience building reports, dashboards, and performance metrics • Familiarity with process automation (ticket routing, scripting, APIs, or workflow tools) • Solid technical foundation (Windows, Microsoft 365, networking, VoIP) • Excellent communication, leadership, and problem-solving skills • Strong organizational skills and ability to manage multiple priorities • Work experience 4-5 years (listed in job header)

🏖️ Benefits

• Competitive salary based on experience. • Paid time off and holidays. • Opportunities for professional development and career growth.