Technical Manager

1 day ago

Durbanville, South Africa Job Crystal Full time

The Technical Manager is responsible for the successful delivery and growth of the company's technical strategic objectives. This includes implementing and maintaining strong technical standards, systems, and processes. They will be accountable for leading, managing & mentoring the technical support team, ensuring effective problem management through root-cause analysis and resolution of client support queries within SLA.

Key Results Area

Description

**Technical Delivery**
- All tiers Support Escalation
- Tier 3 Technical Support
- Networking
- Linux Administration
- cPanel Administration
- Windows Server Administration
- Application Support
- RMM Management
- Office 365 Management
- Improving technical process and procedures internal and for Clients
- Technical Documentation
- Site Diagrams
- Technical Guides

**Team Management**
- Supervising, guiding and delegating team members in their duties to drive maximum technical delivery:

- Technicians
- Reward performance, prevent issues and resolve problems within the Team
- Work closely with SDM to ensure SLAs are adhered to.
- Timesheet Review/Approval
- Conduct Performance Appraisals for:

- Technicians

**Client Management**
- Weekly Client meetings and reports, where necessary
- Monthly Management meetings and reports, where necessary
- Client Escalation Point on Technical issues
- Client documentation:

- Contracts
- Proposals
- SOWs
- Incident Reports
- Change controls
- Project Management of key Projects
- New Client engagements
- Identify opportunities for new client projects and business processes
- Identify trends and develop strategies to support or prevent trends

**HR**
- Delivery of policies and procedures within co.
- Recruitment participation of new team members

**Finance**
- Responsible for the following deliverables:

- Invoicing
- Quoting

**Maintenance / Administration**
- Technical maintenance
- Hosted server Management
- Website Management
- Azure AD Management
- AV Management
- Intune MDM Management
- Backup management
- Vulnerability Scanning - IVS/EVS
- VPS - cPanel Powered Linux

**Hosting**
- Domain Management
- Registering and transferal of domains
- DNS Management
- cPanel WHM Server Management
- Linux Server Administration
- cPanel Server Administration
- Vendor Management

**Solutions**
- Formulating solutions in various tech stacks based on Client requirements and business needs

**Qualifications and Experience**
- 5+ years’ IT support experience in MSP company
- 2+ years Management and Leadership of IT Team
- Troubleshooting Experience
- Networks - LAN, Wireless Networks, DHCP, DNS, TCP/IP, Firewalls
- Microsoft Windows and Mac Operating system environments
- Experience with MS365, Azure AD, MS Exchange
- Strong communication skills٫ with a good ability to build relations with employees and clients
- Experience with Autotask is a bonus

**Other Requirements**
- Passion for Technology
- Effective resource planning with the ability to think ahead
- The ability to deliver exceptional client experience
- The ability to keep up with and adapt to a fast-paced IT environment
- A firm understanding of business, technology and how they function together
- Excellent written and verbal communication skills with the ability to explain technical and complex topics in layman terms

Ability to commute/relocate:

- Durbanville, Western Cape: Reliably commute or planning to relocate before starting work (required)

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