24/7 IT Service Operations Leader

Araxi Group; Gauteng; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Araxi Group in Johannesburg is seeking an experienced Managed Operations Support Manager to lead the 24x7 support function and ensure exceptional IT service delivery across a busy environment.

You will oversee service performance, ticket governance, and continuous improvement, collaborating with Service Managers, DevOps, Cloud Teams, and customer stakeholders to guarantee high customer satisfaction. A strong ITIL background and hands-on leadership are essential.

Qualifications

• Diploma or Bachelor’s Degree in IT/CS/Service Management.
• ITIL 4 Foundation certification required.
• Freshservice administration/configuration experience.
• Minimum 5 years in IT Service Management or related roles.
• Minimum 3 years leading support/operations teams.
• Experience in 24x7 support environments.
• Experience in MSP or multi-customer environments preferred.

Responsibilities

• Lead Managed Operations Support Team in a 24x7 environment.
• Oversee workload allocation, queue management, shift planning, and escalation readiness.
• Own and optimise Freshservice ITSM platform and processes.
• Ensure ticket management, categorisation, prioritisation, and SLA compliance.
• Coordinate high-priority incidents and major incident responses.
• Monitor KPIs and report to senior leadership.
• Lead QA and continuous service improvement.

Skills

ITIL 4 Foundation

ITSM Expertise

Operational Leadership

Incident Management

Data-Driven Decisions

Coaching & Development

Capacity Planning

Service Delivery

Education

IT/CS/Service Mgmt Degree

Tools

Freshservice

Job description

Araxi Group in Johannesburg is seeking an experienced Managed Operations Support Manager to lead the 24x7 support function and ensure exceptional IT service delivery across a busy environment.

You will oversee service performance, ticket governance, and continuous improvement, collaborating with Service Managers, DevOps, Cloud Teams, and customer stakeholders to guarantee high customer satisfaction. A strong ITIL background and hands-on leadership are essential.