Technical Manager

SUMMARY:
About the Company
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.
 
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 six technical professionals (four direct and two 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.

POSITION INFO:
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 process
• 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

1. Technical Leadership & Architecture

• Define and maintain solution standards, architectures, 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

1. Service Delivery & Support

• Oversee daily operational support, ensuring SLA and response time adherence
• Lead and develop a team of six technical staff
• Drive high-quality ticket management and documentation discipline (Zoho Desk)
• Own escalation processes and complex incident handling
• Ensure monitoring and alerting platforms operate effectively

1. 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

1. 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

1. 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

1. Collaboration & Internal Partnerships

• Work closely with Accounts, Purchasing, and Commercial teams
• Support sales with technical input and client-facing advisory
• Maintain strong vendor and supplier relationships

1. Standards & Compliance

• Build and enforce SOPs across technical operations
• Ensure alignment with best-practice MSP frameworks
• Lead internal compliance and risk assessments

1. 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, compliance)
• GravityZone antivirus / EDR
• Zoho Desk ticketing
• Strong networking fundamentals
• FortiGate firewalls (SD-WAN, VPNs, policies)
• Monitoring platforms (ideally Zabbix)
• Project management platforms (Monday.com preferred)

• 3CX phone systems
• Dropbox
• Hikvision CCTV
• TeamViewer
• Collaboration platforms such as Miro

• Bachelor’s degree in IT or 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

• Microsoft 365 / Azure Administrator
• ITIL Foundation
• Fortinet NSE
• Project management certifications