Job Vacancy - IT Support Manager - Family Office – Sandton and Hybrid

SUMMARY:
Job Vacancy - IT Support Manager - Family Office – Sandton and Hybrid

POSITION INFO:

Job Vacancy - IT Support Manager - Family Office – Sandton and Hybrid

Reports to: Chief Technology Officer (CTO)

Location & Work Model

• Hybrid: Sandton office + remote/home
• Supports users across South Africa, United Kingdom, and New York (USA)
• Flexibility required: after‑hours work to align with international time zones
• Potential future travel to the UK and/or USA

Role Purpose

The IT Support Manager owns day‑to‑day end‑user IT support for the family office across SA, UK, and NY, ensuring a high‑touch, professional support experience. This is a hands‑on role (not a people‑manager position) responsible for direct user support and coordination of external support partners to ensure delivery, quality, and accountability. The role also supports occasional requests from family members. The CTO retains primary responsibility for generation one and two family members, while support for generation three is shared.

Key Responsibilities

1. End‑User Support (Hands‑On)

• Provide responsive, professional support across multiple time zones (remote and on‑site).
• Diagnose and resolve issues across endpoints, productivity tools, email, identity/access, conferencing, printers, and business applications.
• Provide physical/on‑site support in Sandton (device setup, troubleshooting, meeting room support, repairs coordination).
• Maintain clear communication: confirm receipt, provide updates, set expectations, and close the loop.

2. Microsoft 365, Azure & Endpoint Management

• Administer Microsoft 365 services and core Azure/Entra ID capabilities.
• Implement and maintain identity, access, and compliance policies.
• Manage Microsoft Intune: enrolment, compliance, configuration, app deployment, patching, reporting.
• Operate RMM tooling for monitoring, alerts, automation, and endpoint compliance.

3. Email Security & Awareness

• Administer Mimecast (policy management, monitoring, incident handling, tuning).
• Partner with CTO on email security and awareness initiatives.

4. Vendor & MSP Management

• Manage external IT support providers across regions.
• Own escalation management and drive issues to resolution.
• Measure and improve vendor performance.
• Coordinate external application support (e.g., QuickBooks).

5. Network & Site Support

• Support troubleshooting for office connectivity and networks (Ubiquiti, Cisco Meraki).
• Liaise with vendors/ISPs to resolve issues and improve reliability.

6. Support Operations, Ticketing & Documentation

• Implement IT ticketing system and lightweight ITIL‑style practices.
• Create onboarding/offboarding checklists, knowledge base articles, and user guides.
• Maintain asset inventory and lifecycle management.

7. Security, Confidentiality & Controls

• Operate with discretion and confidentiality.
• Support endpoint/account security hygiene (MFA, least privilege, secure configurations).
• Participate in security/background checks as required.

After‑Hours & Emergency Response

• Role extends beyond standard 8‑hour day.
• Evening work required due to global support needs.
• Must respond promptly to emergencies and escalate effectively.

Required Experience & Skills

• Proven hands‑on IT support experience (multi‑site/multi‑region preferred).
• Strong Microsoft 365 and Azure/Entra ID administration.
• Strong Intune experience (policy, app deployment, compliance, troubleshooting).
• Experience with RMM tools.
• Mimecast administration (preferred/advantageous).
• Vendor/MSP coordination and SLA management.
• Windows (primary) and macOS (secondary) knowledge.
• Exposure to Ubiquiti and/or Cisco Meraki advantageous.
• Strong communication skills with non‑technical users.
• Experience supporting a family office or HNWI (high net worth individuals) with IT support is a major advantage

Personal Attributes

• Patient, calm, service‑oriented.
• Highly organised and disciplined.
• Trustworthy and discreet.
• Flexible mindset, willing to work beyond standard hours.

Employment Details

• Permanent role
• 3‑month probation period

Success Measures (First 3–6 Months)

• Ticketing system implemented with clear workflows.
• Improved responsiveness and user satisfaction across regions.
• Reduced repeat issues through documentation and proactive management.
• Vendors performing consistently with clear accountability.

Remuneration:

• R50 000 ctc per month negotiable and will depend on numerous factors such as current earnings, experience etc. All eligible candidates are encouraged to send their updated CV’s and current and or previous remuneration details to