Job Description
About the Role
A thriving Managed Service Provider company in Cape Town seeks a highly driven Technical Services Manager to lead its service delivery operations. As a seasoned technical expert, you will oversee both the Helpdesk and Technical Services teams, ensuring exceptional customer experience, smooth operation of client environments, and a strong internal technical culture.
Key Responsibilities
- Manage 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.
- 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.
Requirements
- Matric / Grade 12 (Compulsory)
- 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.
Qualifications
- Matric / Grade 12 (Compulsory)
- Relevant IT Certifications or qualifications advantageous.
Salary & Benefits
[Salary range information if mentioned in original]Attributes
- Demonstrates integrity and professionalism aligned with company values.
- Embodies 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.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Western Cape
The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.
The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.
The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.
To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.
Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.
Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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