Account Manager

Zenzero Solutions Ltd; Coventry; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Private health insurance

Generous holiday allowance

Flexible working patterns

Enhanced pension contributions

Regular social events

Job summary

Senior Service Desk Engineer at Zenzero Solutions Ltd will take ownership of complex, high-impact support issues, acting as the go-to expert for VIP incidents while mentoring the Service Desk team.

The role focuses on maintaining SLA/KPI targets, delivering excellent customer communications, and collaborating with internal teams to drive service improvements.

Qualifications

• 3+ years’ experience in a Managed Services (MSP/MSSP) environment.
• Strong knowledge of Microsoft 365, Azure, Active Directory, Intune, Windows 11 and MacOS.
• Solid understanding of security fundamentals (malware, phishing, anti-virus, IP spoofing).
• Experience with ITSM tools (e.g. ConnectWise, ServiceNow, Autotask).
• Working knowledge of ITIL frameworks (incidents, requests, change).
• Excellent troubleshooting and problem-solving skills.
• A collaborative mindset with the confidence to lead and support others.
• Exposure to project delivery at a mid-level.

Responsibilities

• Own and resolve complex, time-sensitive and VIP support tickets.
• Act as an escalation point for Service Desk Engineers.
• Coach and mentor team members to improve capability and confidence.
• Ensure all tickets meet SLA/KPI targets and quality standards.
• Collaborate with customers, providing clear and professional communication.
• Maintain accurate documentation, notes, and time tracking.
• Support the Service Desk Team Leader when required.
• Contribute during service disruptions and critical incidents.
• Maintain and improve support documentation and knowledge bases.
• Work closely with internal teams and third parties to resolve issues.
• Support change control, problem management, and service improvements.
• Help drive process adherence and identify opportunities for optimisation.

Skills

MSP/MSSP experience

Microsoft 365

Azure

Active Directory

Intune

Windows 11

MacOS

ITIL familiarity

Troubleshooting

Team mentoring

Project delivery

Tools

ConnectWise

ServiceNow

Autotask

Job description

Senior Service Desk Engineer

24/7 · Century City, Cape Town · Permanent · Hybrid

About Zenzero

Zenzero is one of the UK's fastest-growing technology companies. Named a Top 8 Technology Company at the British Business Awards 2026, recognised by Deloitte as a Best Managed Company, and featured in the Sunday Times Hundred (an annual ranking of the UK's fastest-growing private companies) in both 2025 and 2026, we hold Microsoft Solutions Partner status across all six designations, putting us in the top tier of UK Microsoft partners. The accolades reflect something real: a business that is scaling fast, executing well, and building something that lasts.
We're on a mission to make technology genuinely work for mid-market businesses, covering managed IT, cyber security, cloud, and AI solutions that actually move the needle. The demand is growing, and so are we.
We're also a certified B Corp and Scale Up Award winner. That combination matters to us: high growth and high standards, not in conflict. Fast growth, high standards, real impact. If that sounds like your kind of place, keep reading.

Senior Service Desk Engineer

This is a pivotal role at the heart of our service delivery, where you’ll take ownership of complex, high-impact support issues while helping shape and elevate the performance of the wider Service Desk team.
You’ll be the go-to expert for technically challenging and VIP incidents, ensuring exceptional service standards while mentoring others and stepping in to support leadership when needed.

What you’ll bring

• 3+ years’ experience in a Managed Services (MSP/MSSP) environment
• Strong knowledge of Microsoft 365, Azure, Active Directory, Intune, Windows 11 and MacOS
• Solid understanding of security fundamentals (malware, phishing, anti-virus, IP spoofing)
• Experience with ITSM tools (e.g. ConnectWise, ServiceNow, Autotask)
• Working knowledge of ITIL frameworks (incidents, requests, change)
• Excellent troubleshooting and problem-solving skills
• A collaborative mindset with the confidence to lead and support others
• Exposure to project delivery at a mid-level

Nice to have

• AWS Cloud Practitioner
• CCNA
• CompTIA Security+
• ITIL Foundation
• Microsoft Azure certifications (Fundamentals or Administrator)

What you’ll do

• Own and resolve complex, time-sensitive and VIP support tickets
• Act as an escalation point for Service Desk Engineers
• Coach and mentor team members to improve capability and confidence
• Ensure all tickets meet SLA/KPI targets and quality standards
• Collaborate with customers, providing clear and professional communication
• Maintain accurate documentation, notes, and time tracking
• Support the Service Desk Team Leader when required

Additional responsibilities

• Contribute during service disruptions and critical incidents
• Maintain and improve support documentation and knowledge bases
• Work closely with internal teams and third parties to resolve issues
• Support change control, problem management, and service improvements
• Help drive process adherence and identify opportunities for optimisationTake part in training, knowledge sharing, and continuous improvement

What success looks like

• Consistently high-quality support delivered within SLA
• Strong relationships with customers and internal teams
• A well-supported, continuously improving Service Desk
• Proactive contributions to team development and service excellence

Benefits

• Private health insurance
• Generous holiday allowance + a day off on your birthday
• Flexible working patterns
• Enhanced pension contributions
• Regular social events across all our offices