Main purpose of the role:
The Technical Manager is the final escalation point for all technical matters within the business Operations. This role leads the technical team, ensures high-quality service delivery, drives operational efficiency, and champions innovation through tooling and process improvement. The Technical Manager is responsible for mentoring engineers, managing escalations, and ensuring client satisfaction through proactive service management and strategic oversight.
Responsibilities: The primary tasks, functions and deliverables of the role include, but are not limited to:
Compliance with the Ticket Lifecycle Management: focus areas include, but are not limited to:
- o Respond to logged tickets, and log ticket if no ticket exists.
- o Ensure tickets are classified & prioritized accurately.
- o Ensure time entries are captured accurately, consistently, and timeously.
- o Provides regular and timely updates to all parties (internal and external) on incident statuses.
- o Ensure quality communication and that updates and resolutions meet stakeholder requirements.
Technical Competencies: focus areas include, but are not limited to:
o Advanced Windows Server administration (AD, DNS, DHCP, Group Policy).
o Understanding of Linux server administration (Red Hat, Ubuntu).
o Advanced Virtualization (VMware, Hyper-V).
o Advanced Networking knowledge (TCP/IP, routing, switching, firewalls, load balancing and VPNs).
o Advanced Networking Troubleshooting
o Proficiency in System Monitoring and performance tuning
o Advanced knowledge with Cloud platforms (AWS, Azure, GCP).
o Experience with Scripting (PowerShell, Python, Bash).
o Database basics (SQL Server, MySQL, PostgreSQL).
o Database backups and recovery o Advanced troubleshooting and performance tuning.
Escalations: focus areas include, but are not limited to:
o Act as the highest-level technical escalation point for complex client issues.
o Ensure resolution of escalated incidents within SLA and with high client satisfaction.
o Perform root cause analysis and produce Major Incident Reports for P1/P2 incidents.
o Collaborate with Service Managers to maintain a high standard of IT service delivery.
IT Information Library (ITIL) and IT Service Management (ITSM):
focus areas include, but are not limited to:
o Risk Management: Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies.
o Knowledge Management: Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to date.
o Release and Deployment Management: Assist with new client transitions, documenting the environment and deploying management tools and configurations, aligning the infrastructure to best practice.
o Configuration Management: Ensure best practice configuration, and that items are monitored, policies and alert thresholds appropriately defined. Ensure subscriptions are tracked and renewed, with renewal reminders in place. Identify and implement hardware, software and process performance improvement opportunities and notify stakeholders of these opportunities.
o Incident and Problem Management: Assist with troubleshooting when tickets may become challenging for team members and your experience is required. Assist with overflow work when teams are struggling with capacity.
o Change Management: Enforce discipline and ensure changes are planned with key stakeholders, and well communicated. o Incident Management: Identify and perform root cause analysis. Report findings.
Customer Service & Client Portfolio Management: focus areas include, but are not limited to:
o Deliver exceptional and professional client support: Provide prompt, courteous, and professional support to all clients while adhering to established communication protocols and escalation procedures. o Communicate effectively with clients: Clearly explain complex technical concepts to clients in a way that aligns with their business objectives and facilitates informed decision-making.
o Collaborate with the relevant Service Manager per client, to ensure the state of IT is good.
o Identify and make recommendations for addressing gaps, risks or potential service improvements to the respective clients IT environment.
o Regularly review the state of site documentation and collaborate with the service managers to ensure the sites are well documented.
o Ensure proactive maintenance is conducted on infrastructure under management, by collaborating with Service Managers and the Applications Team.
Talent Development, Team Leadership & Collaboration: focus areas include, but are not limited to:
o Lead and mentor Tier 1–3 engineers, fostering a culture of continuous learning and collaboration.
o Conduct performance reviews and support career development through training and coaching.
o Contribute to the internal knowledge base and promote knowledge sharing.
o Act as the highest-level technical escalation point for complex client issues.
o Review and signoff Major Incident Reports for P1/P2 incidents.
o Collaborate with Service Managers to maintain a high standard of IT service delivery.
Innovation & Tooling: focus areas include, but are not limited to:
o Research and implement operational tools that reduce manual effort and improve service quality.
o Evaluate tool effectiveness and ensure alignment with business goals.
Education and Experience Requirements:
- Matric or NQF equivalent.
- Experience working with GRC frameworks (certification will be advantageous).
- Microsoft MCSA or MCSE or equivalent.
- Certification in Microsoft 365 and Azure environments.
- Certification or Degree in IT.
- Experience working with ITIL and COBIT5 frameworks (certification will be advantageous). 2
- Minimum 5+ years in a Senior Technical role or leadership role within IT.
Skills and Competencies:
Job Description for Technical Manager
The abilities that the individual needs to perform this role effectively:
- Strong interpersonal & leadership skills.
- Excellent decision-making skills.
- Ability to analyse and resolve problems.
- Fluent verbal and written English communication skills.
- Professional and confident communicator.
- Effective listening skills.
- Dynamic and high energy levels.
- Good follow-up skills.
- Be patient, tactful, diplomatic, and approachable.
- Ability to work under pressure and meet deadlines.
- Work accurately, meticulously, and high attention to detail.
- Excellent organizational, planning and time management skills.
- Ability to multitask and prioritize.
- Strong administration skills
- Enjoy working in a team, but also can work independently.
- Computer literate.
Job Type: Full-time
Pay: R45 000,00 - R60 000,00 per month
Work Location: In person
