Overview
We are recruiting on behalf of a leading Managed Services Provider with a national client footprint, specializing in proactive outsourced IT services, support, maintenance, infrastructure solutions, and project execution.
Our client is committed to delivering reliable, standardized, and exceptional customer experiences and is now seeking a highly skilled and experienced Technical Manager to lead their technical operations and drive excellence in service delivery.
Responsibilities
Technical Leadership & Architecture
Collaborate with leadership on solution standards, architecture, and major infrastructure decisions.
Develop and enforce standardized, supportable technical solutions and SOPs.
Provide hands-on guidance and escalation support to technical staff (L1–L3).
Conduct root cause analyses and implement long-term remediation actions.
Strategically plan and document client site infrastructure to enhance stability and reduce operational risks.
Service Delivery & Support Management
Oversee daily service operations, ensuring SLA adherence and high-quality ticket management.
Lead, mentor, and develop a team of 4 direct and 2 indirect technical staff.
Manage escalation workflows and ensure timely resolution of complex incidents.
Ensure effective monitoring and alerting systems are operational.
Project & Change Management
Plan, schedule, and execute client projects, including migrations, upgrades, and cloud transitions.
Prepare project scopes, designs, budgets, and risk documentation for approval.
Coordinate with vendors, suppliers, and internal teams to ensure efficient project delivery.
Implement formal change management practices for impactful changes.
Infrastructure Maintenance & Proactive Monitoring
Own patch management, endpoint security, backup routines, and monitoring standards.
Conduct regular audits and disaster recovery checks.
Identify and recommend infrastructure improvements to enhance stability and security.
Team Leadership & Development
Manage team routines, performance reviews, and skills development plans.
Define clear progression paths and ensure ongoing certification and competency growth.
Plan team coverage for support queues, project capacity, and on-call rotations.
Collaboration & Communication
Work closely with cross-functional teams to ensure seamless service delivery.
Support sales and pre-sales with technical scoping and client advisory.
Maintain strong relationships with vendors and suppliers.
Standards, Governance & Compliance
Build and enforce SOPs for technical operations and service delivery.
Ensure alignment with best-practice MSP frameworks and compliance standards.
Conduct internal compliance checks and manage risk assessments.
Continuous Improvement & Innovation
Identify opportunities for automation and proactive service improvements.
Maintain a roadmap of technical enhancements and present updates to leadership.
Drive innovation in collaboration platforms, monitoring, and cloud services.
Qualifications
Education
Bachelor’s degree in IT or a related field.
Certifications (Preferred)
Microsoft 365 / Azure Administrator
ITIL Foundation
Fortinet NSE certifications
Project management certifications (beneficial)
Experience
5–7+ years in an MSP environment.
Proven experience leading small to medium technical teams.
Strong hands-on engineering capability, particularly in Microsoft 365 and networking.
Demonstrated success in delivering complex IT projects.
Experience in lifecycle planning and risk-based infrastructure analysis.
Technical Skills
Required:
Microsoft 365 / Office 365 administration & architecture
Zoho Endpoint Central device management and automation
Endpoint security (e.g., Gravity Zone antivirus, EDR)
Networking, routing, and switching fundamentals
FortiGate firewalls (configuration, SD-WAN, VPNs, security policies)
Monitoring systems (e.g., Zabbix)
Project management tools (e.g., Monday.com or MS Planner)
Preferred:
3CX phone systems
Dropbox
Hikvision CCTV
TeamViewer
Miro and other collaboration tools
Other Requirements
Valid driver’s license and own transport.
Based in Cape Town with occasional travel to client sites.
Willingness to participate in standby and after-hours work when required.
If you are a technically skilled leader with a passion for creating clarity, structure, and excellence in IT service delivery, we encourage you to apply for this exciting opportunity.