Job Description

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 aren’t in conflict here.

Fast growth, high standards, real impact. If that sounds like your kind of place, keep reading.  

About the Role

We are looking for a Resource Manager to play a critical role in ensuring the effective allocation and utilisation of technical resources across our Technical Expertise teams.

This role sits at the centre of operational delivery, helping to ensure engineers are deployed effectively, customer demand is met, and projects are delivered efficiently. Working closely with technical leaders, project teams, and operational stakeholders, you will provide visibility of resource capacity, coordinate workloads, and drive continuous improvements in how resources are planned and managed.

As the business continues to grow, you will have the opportunity to shape the resourcing function and lead a team of Resource Coordinators, creating scalable processes that support operational excellence across the organisation
Responsibilities

Resource Utilisation & Planning

• Monitor and manage engineer schedules across all technical teams to ensure optimal utilisation
• Track availability, capacity, and workload to proactively address gaps or bottlenecks
• Identify underutilised departments and escalate to leadership with recommendations for rebalancing or support
• Maintain forward-looking visibility of resource allocation and collaborate with      team leads on upcoming needs
  
  

Ticket Management

• Review ticket queues daily to identify and address stale or unassigned tickets
• Ensure tickets are prioritised, scheduled, and assigned appropriately to technical teams
• Work with engineers and team leaders to improve ticket turnaround times and prevent backlog
  
  

Dispatch Portal Ownership (ConnectWise)

• Take full ownership of the ConnectWise dispatch portal, ensuring bookings are accurate and up to date
• Schedule and dispatch engineers across service desk, field services, and project teams
• Maintain a balanced and fair distribution of workload across resources
  
  

Project Scheduling & PS Delivery

• Work closely with the Project Management team to plan and assign engineers for upcoming project work. ,
• Collaborate with the Head of Technical Expertise to identify inefficiencies in Professional Services (PS) delivery
• Implement improvements that reduce wait times and improve the throughput of project delivery
• Provide visibility of upcoming demand and resource constraints to key stakeholders
  
  

Team Leadership & Growth

• As the business scales, manage a team of Resource Coordinators to assist with scheduling, dispatch, and reporting
• Provide coaching, support, and oversight to ensure consistency and accuracy across the resourcing function
• Help define and improve resource management processes and tools
  
  

Time Tracking & Reporting

• Proactively chase teams on timesheet submissions and ensure accuracy of time entries in ConnectWise
• Generate and analyse utilisation reports to identify trends, gaps, or areas for improvement

 
Requirements

Essential

• Experience in resource management, workforce planning, or scheduling within an IT or technical services environment
• Strong organisational and coordination skills, with the ability to manage multiple priorities effectively
• Excellent communication and stakeholder management skills
• Ability to analyse workloads, capacity, and utilisation data to support operational decision-making
• Experience driving process improvement and operational efficiency initiatives
• Collaborative approach with the ability to build strong working relationships across teams.
• Proactive, detail-oriented mindset with a focus on delivering high standards
  
  

Desirable

• Experience using ConnectWise or a similar Professional Services Automation (PSA) platform.
• Previous experience leading, coaching, or developing a small operational team
• Understanding of operational processes within a managed services or technical delivery environment
  
  

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