IT Manager

SUMMARY:
The IT Manager is responsible for leading and managing the organisation’s IT infrastructure, systems, and support operations to ensure high availability, security, and scalability.

POSITION INFO:
This role ensures that IT:

• Enables business operations seamlessly
• Supports rapid organisational growth
• Maintains strong cybersecurity and governance
• Aligns with network and technology strategy

• Oversee all IT infrastructure, including:
• Servers (on-prem & cloud)
• Networks (LAN/WAN, Wi-Fi)
• End-user devices
• Ensure high system availability and performance
• Manage uptime, backups, and disaster recovery

• Lead the IT support function (helpdesk/service desk)
• Ensure:
• Fast incident resolution
• Strong user experience across the business
• Implement and track SLAs for IT support

• Implement and maintain:
• Security policies and controls
• Access management and identity controls
• Manage:
• Firewalls, endpoint protection, and monitoring tools
• Lead response to security incidents and vulnerabilities

• Oversee business-critical systems:
• ERP / finance systems
• HR systems
• Collaboration tools (e.g. Microsoft 365)
• Ensure integration, performance, and reliability

• Manage IT vendors and service providers
• Negotiate and oversee:
• Contracts
• SLAs
• Performance delivery
• Maintain IT asset registers and lifecycle management

• Support execution of IT strategy aligned to business growth
• Lead IT projects such as:
• Office expansions / relocations
• System upgrades and migrations
• Cloud adoption initiatives

• Ensure compliance with:
• POPIA and data protection requirements
• Internal IT governance frameworks
• Maintain:
• IT policies and procedures
• Audit-ready documentation
• Provide regular reporting on IT performance and risks

• Lead and develop IT team members
• Build a responsive, service-oriented IT culture
• Manage performance, capacity, and skills development

• Bachelor’s Degree in:
• Information Technology
• Computer Science or related field
• Microsoft / Azure certification

• ITIL
• Cisco / Networking
• Cybersecurity certifications
• N+
• Linux+
• Security+

• 5–10 years in IT operations, with at least:
• 3+ years in a management role

• Infrastructure management
• IT Helpdesk support environments
• Vendor management
• IT Technical Expertise
• Automation and scripting
• MDM platforms
• Strong understanding of:
• Cloud platforms (Azure preferred)
• Microsoft 365 ecosystem
• Networking fundamentals (LAN/WAN, VPN)

• Cybersecurity frameworks and tools
• Backup and disaster recovery systems
• Exposure to telecom or ISP environments is advantageous
• Identity management
• Zero Trust

• Strong leadership and team management
• Problem-solving and decision-making
• Service delivery mindset
• Ability to manage multiple priorities under pressure
• Strong stakeholder engagement across business units
• Self-driven and goal setter

• Stabilised and optimised IT environment
• Improved IT support response times and user satisfaction
• Strengthened cybersecurity posture
• Clean IT asset and vendor management framework
• Successful delivery of key IT projects (e.g. office move, system upgrades)

• System uptime and availability
• Helpdesk resolution times (SLA adherence)
• Number of security incidents / vulnerabilities
• User satisfaction scores
• IT cost control vs budget
• Annual security audits

• This role is critical to:
• Enabling daily operations across the company
• Supporting rapid headcount and infrastructure growth
• Protecting the organisation from cyber and operational risk