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.