• 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

You balance firmness with empathy, communicate clearly with clients and non-technical audiences, and make sound decisions under pressure.
 
Key Responsibilities

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

 
Key Performance Indicators:

• 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

 
Required Technical Skills:

• 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)

Preferred Skills:

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

 
Experience & Qualifications:

• 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

Certifications (advantageous):

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

Don’t miss out, apply today!