24x7 IT Service Operations Manager

Dariel

Johannesburg

On-site

ZAR 900,000 - 1,500,000

Full time

8 hours ago

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Job summary

Synthesis Software Technologies is seeking an experienced Managed Operations Support Manager to lead a 24x7 support function across a busy customer environment. You will drive service delivery, incident management and continual service improvement, working with cross‑functional teams and stakeholders.

The role emphasizes hands‑on leadership, ITSM expertise and a track record of building high‑performing support teams in a managed services setting.

Qualifications

Diploma or Bachelor’s degree in Information Technology or related field.
ITIL 4 Foundation Certification is required.
Freshservice administration/configuration experience or equivalent ITSM platform expertise is non‑negotiable.

Responsibilities

Lead and manage the Managed Operations Support Team in a 24x7 environment.
Oversee workload allocation, queue management, shift planning and escalation readiness.
Drive accountability for ticket ownership, SLA performance and operational excellence.
Coach, mentor and develop support team members through performance management and skills development.
Own and optimize the Freshservice ITSM platform and related processes.
Maintain high standards of ticket hygiene, documentation and customer communication.