Johannesburg: Job Vacancy – IT Support Manager – Family Office – Sandton and Hybrid

About the Role

The IT Support Manager will be responsible for providing high-touch, professional support to family office users across South Africa, the United Kingdom, and New York (USA), ensuring a seamless experience despite global time zones.

Key Responsibilities

• End-User Support (Hands-On)
• Provide responsive, professional support across multiple time zones (remote and on-site).
• Diagnose and resolve issues across endpoints, productivity tools, email, identity/access, conferencing, printers, and business applications.
• Provide physical/on-site support in Sandton (device setup, troubleshooting, meeting room support, repairs coordination).
• Maintain clear communication: confirm receipt, provide updates, set expectations, and close the loop.

• Microsoft 365, Azure & Endpoint Management
• Administer Microsoft 365 services and core Azure/Entra ID capabilities.
• Implement and maintain identity, access, and compliance policies.
• Manage Microsoft Intune: enrolment, compliance, configuration, app deployment, patching, reporting.
• Operate RMM tooling for monitoring, alerts, automation, and endpoint compliance.

• Email Security & Awareness
• Administer Mimecast (policy management, monitoring, incident handling, tuning).
• Partner with CTO on email security and awareness initiatives.

• Vendor & MSP Management
• Manage external IT support providers across regions.
• Own escalation management and drive issues to resolution.
• Measure and improve vendor performance.
• Coordinate external application support (e.g., QuickBooks).

• Network & Site Support
• Support troubleshooting for office connectivity and networks (Ubiquiti, Cisco Meraki).
• Liaise with vendors/ISPs to resolve issues and improve reliability.

• Support Operations, Ticketing & Documentation
• Implement IT ticketing system and lightweight ITIL-style practices.
• Create onboarding/offboarding checklists, knowledge base articles, and user guides.
• Maintain asset inventory and lifecycle management.

• Security, Confidentiality & Controls
• Operate with discretion and confidentiality.
• Support endpoint/account security hygiene (MFA, least privilege, secure configurations).
• Participate in security/background checks as required.

Requirements

• Proven hands-on IT support experience (multi-site/multi-region preferred).
• Strong Microsoft 365 and Azure/Entra ID administration.
• Strong Intune experience (policy, app deployment, compliance, troubleshooting).
• Experience with RMM tools.
• Mimecast administration (preferred/advantageous).
• Vendor/MSP coordination and SLA management.
• Windows (primary) and macOS (secondary) knowledge.
• Exposure to Ubiquiti and/or Cisco Meraki advantageous.
• Strong communication skills with non-technical users.
• Experience supporting a family office or HNWI (high net worth individuals) with IT support is a major advantage.

Qualifications

• Formal education/certifications not specified in the original job description.