SUMMARY:
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POSITION INFO:
ENVIRONMENT:
A thriving Managed Service Provider company seeks a highly driven Technical Services Manager to lead its service delivery operations overseeing both the Helpdesk and Technical Services teams ensuring exceptional customer experience, smooth operation of client environments, and a strong internal technical culture. The ideal candidate must have Matric / Grade 12 (Compulsory); 5+ years’ experience in a technical support or services role, 3+ years in a Team Lead, Supervisor, or Management role including prior experience in a Managed Services Provider (MSP) environment. Your tech toolset should include Windows Server (2012 R2/2016/2019/2022), Active Directory, Group Policy, DHCP, DNS, File/Print services, NPS, WSUS, Server virtualization (VMware vSphere, Hyper-V), Fortinet, SonicWall, Ubiquiti, etc.
DUTIES:
Client Services (Helpdesk) Management -
- Oversee day-to-day helpdesk operations to ensure tickets are triaged, resolved, and escalated efficiently.
- Monitor SLAs, response/resolution times, and first-contact resolution rates.
- Handle service escalations and ensure clients are informed and satisfied with progress.
- Maintain ticket queues, categorize issues effectively, and refine workflows using tools such as Autotask or similar PSA software.
Technical Engineering Teams Management (T1, T2, T3) -
- Lead and manage the Tier 1, Tier 2, and Tier 3 Engineering teams, providing technical guidance, mentorship, and performance oversight.
- Ensure all Engineers meet established KPIs, including ticket closure rates, quality of work, and adherence to documentation standards.
- Coordinate technical tiers to resolve complex issues and support proactive client environment maintenance.
- Promote collaboration and knowledge sharing between engineering levels to raise technical capability and service quality.
Team Leadership & Performance Management -
- Lead, mentor, and develop a team of Service Desk Engineers, Technicians, and Field Engineers across multiple technical tiers.
- Conduct regular one-on-ones, performance reviews, and career development discussions.
- Ensure all Engineers meet agreed KPIs, including ticket closure rates, time tracking compliance, SLA adherence, customer satisfaction, and documentation quality.
- Use reporting tools and dashboards to proactively track individual and team performance.
- Address underperformance promptly with coaching, guidance, and if needed, performance improvement plans.
- Foster a culture of ownership, accountability, and continuous improvement.
Technical Operations & Maintenance Oversight -
- Oversee the proactive maintenance of client environments, including:
- Patch Management
- Backup monitoring and testing
- Antivirus/EDR status
- Infrastructure health checks
- Certificate/License renewals
- Ensure high availability, performance, and security across client systems.
Process, Tools & Efficiency -
- Review, implement, and continuously refine SOPs, KB articles, and technical standards.
- Manage and optimize PSA, RMM, and other operational tools.
- Identify opportunities to automate recurring tasks and eliminate inefficiencies.
- Support ISO, GDPR, POPIA, and other compliance requirements.
Reporting, Insights & Continuous Improvement -
- Produce and review reports on ticket metrics, SLAs, team performance, and environmental health.
- Identify trends or recurring issues and implement improvement plans.
- Work closely with senior leadership to align service delivery with business goals.
Client Relationship Management -
- Serve as a technical liaison for key clients and participate in client reviews and/or client strategy sessions.
- Ensure proactive communication with clients on maintenance, incidents, and projects.
- Assist with onboarding of new clients and the handover from projects to support.
REQUIREMENTS:
- Matric / Grade 12 (Compulsory); relevant IT Certifications or qualifications advantageous.
- 5+ Years of experience in a technical support or services role.
- 3+ Years in a Team Lead, Supervisor, or Management role.
- Prior experience in a Managed Services Provider (MSP) environment.
- Strong technical architecture and solution design background not just leadership, but real-world delivery experience.
- Excellent understanding of IT service operations, lifecycle management, and client facing solutioning.
- Skilled in deploying and supporting complex environments across networks, cloud, and security.
- Confident troubleshooting across the stack (hardware, software, network, cloud).
- Demonstrated ability to mentor others technically and raise the bar for technical delivery.
- Able to balance operational leadership with hands-on involvement in high-priority or complex issues.
- Strong verbal and written communication; able to explain complex technical concepts to non-technical stakeholders.
Technical Proficiency – The ideal candidate has extensive, hands-on experience in designing, building, and
supporting a wide range of modern IT environments, with deep technical fluency across:
Infrastructure & Systems Administration -
- Windows Server (2012 R2/2016/2019/2022), Active Directory, Group Policy
- DHCP, DNS, File/Print services, NPS, WSUS
- Server virtualization (VMware vSphere, Hyper-V)
- Server and other hardware
- Hybrid environments
Networking & Security -
- Switching, routing, VLANs, VPNs
- Firewall configuration and management (Fortinet, SonicWall, Ubiquiti, etc.)
- Wireless networking (Unifi, Aruba, Cisco Meraki)
- Network troubleshooting with various tools
Cloud Platforms -
- Microsoft 365 administration (Exchange Online, SharePoint, Teams, Intune, Defender)
- Microsoft Azure (AD, VMs, NSGs, storage, VPN gateways)
- Backup and DR in cloud/hybrid environments (e.g., Veeam, Acronis, Datto)
Security & Compliance -
- Endpoint protection and EDR platforms (e.g., Sentinel One, SolarWinds CrowdStrike, MS Sentinal, etc.)
- MFA, conditional access, identity protection
- Patch management, secure baselines, compliance readiness (ISO/POPIA/GDPR/Cyber Essentials)
Monitoring & Automation -
- Monitoring tools (PRTG, SolarWinds, RMM, etc.)
- Scripting with PowerShell or Bash for automation and reporting
Solution Design & Implementation -
- Scoping and designing client solutions across cloud, hybrid, and on-prem environments
- Infrastructure migrations (email, servers, firewalls)
- Project planning and client communication
Advantageous Certifications (Experience over Certification is always preferred) –
- Microsoft Certified. 365 / Azure Fundamentals or Administrator Associate
- Network+ / Security+ / Fortinet NSE / SonicWall, etc.
- Automation and Scripting
- ITIL
- Leadership and Management
- Project Management
ATTRIBUTES:
- Demonstrates integrity and professionalism aligned with company values.
- Embraces a high-performance, improvement-driven culture.
- Takes ownership and delivers quality work independently.
- Reliable, disciplined, and consistent under pressure.
- Works collaboratively and contributes to team success.
- Communicates clearly and adapts to different audiences.
- Proactively seeks ways to improve processes and outcomes.
- Willingly goes beyond the role to Support team and business needs.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
