Technical Manager

SUMMARY:
A well-established, Cape Town–based Managed Services Provider (MSP), with a national client footprint, is seeking a highly capable Technical Manager to lead its technical operations. The organisation specialises in proactive outsourced IT services, infrastructure management, project delivery, and high-quality technical support. The company is known for its commitment to reliability, standardisation, and delivering an exceptional client experience.

POSITION INFO:
Role Overview:
The Technical Manager will lead all technical operations within the business, including service delivery, support, engineering, infrastructure management, and project execution.

This is a hands-on leadership position overseeing a team of 6 technical professionals (4 direct and 2 indirect reports). The role requires strong technical depth, structured people management, and a passion for building a world-class service delivery model.

You will collaborate closely with the CEO, prepare solution designs and project proposals, and play a central role in shaping the company’s technical standards, operating model, and long-term infrastructure strategy.

Who We’re Looking For:
An exceptional technical leader who is:

• Calm, authoritative, and highly capable in complex environments
• Strong on discipline, structure, documentation, and processes
• Confident guiding technical teams and enforcing high standards
• Able to translate complexity into clear, actionable solutions
• Passionate about building predictable, reliable, and scalable technical operations
• Able to balance firmness with empathy, communicate clearly with clients and non-technical audiences, and make sound decisions under pressure

• Technical Leadership & Architecture:
  • Define and maintain solution standards, architecture, and change control processes
  • Translate business and client needs into scalable, supportable technical solutions
  • Maintain standardised technology stacks across clients
  • Provide hands-on technical guidance and L1–L3 escalation support
  • Lead root cause analysis and implement long-term remediation
  • Develop per-client infrastructure strategies, documenting risks and recommended improvements
• Service Delivery & Support:
  • Oversee daily operational support, ensuring SLA and response time adherence
  • Lead and develop a team of 6 technical staff
  • Drive high-quality ticket management and documentation discipline (Zoho Desk)
  • Own escalation processes and complex incident handling
  • Ensure that monitoring and alerting platforms operate effectively
• Project & Change Management:
  • Plan and deliver projects such as migrations, upgrades, network deployments, and cloud transitions
  • Use project tools such as Monday.com or MS Planner for scheduling and communication
  • Prepare project scopes, budgets, designs, and risk assessments
  • Coordinate with internal teams and external vendors
  • Enforce formal change management practices
• Infrastructure Maintenance & Security:
  • Own patching, endpoint security, backup routines, and monitoring standards
  • Maintain compliance and automation policies via Zoho Endpoint Central
  • Enforce security baselines, including MFA, conditional access, and firewall standards
  • Conduct configuration audits across M365, firewalls, AV, networks, and servers
  • Run test restores, DR checks, and incident simulations
• Team Leadership & Development:
  • Manage daily and weekly team routines, escalations, and technical huddles
  • Conduct quarterly reviews and maintain development plans
  • Define certification and skills pathways for team members
  • Plan workforce coverage and manage recruitment for technical roles
• Collaboration & Internal Partnerships:
  • Work closely with Accounts, Purchasing, and Commercial teams
  • Support the sales with technical input and client-facing advisory
  • Maintain strong vendor and supplier relationships
• Standards & Compliance:
  • Build and enforce SOPs across technical operations
  • Ensure alignment with best-practice MSP frameworks
  • Lead internal compliance and risk assessments
• Continuous Improvement:
  • Identify automation and efficiency opportunities
  • Drive tooling, monitoring, and endpoint management improvements
  • Maintain and present a technical improvement roadmap

• SLA performance and backlog management
• Documentation quality and technical communication
• On-time, on-budget project delivery
• Patch/security compliance and infrastructure stability
• Team performance, growth, and retention
• Client satisfaction and reduction in escalations
• Reduction in reactive tickets and repeat issues

• Microsoft 365 / Office 365 administration & architecture
• Zoho Endpoint Central (device management, automation, and compliance)
• GravityZone antivirus / EDR
• Zoho Desk ticketing
• Strong networking fundamentals
• FortiGate firewalls (SD-WAN, VPNs, and policies)
• Monitoring platforms (ideally Zabbix)
• Project management platforms (Monday.com preferred)
• Preferred Skills:
  • 3CX phone systems
  • Dropbox
  • Hikvision CCTV
  • TeamViewer
  • Collaboration platforms, such as Miro

• Bachelor’s Degree in IT or a related field
• 5–7+ years in an MSP environment
• Proven leadership of small- to mid-sized technical teams
• Strong hands-on engineering skills (especially Microsoft 365 and networking)
• Experience with project delivery and lifecycle planning
• Client-facing communication and advisory capability
• Certifications (Advantageous):
  • Microsoft 365 / Azure Administrator
  • ITIL Foundation
  • Fortinet NSE
  • Project Management Certifications