It Support Manager (Level 2)

Fact Sa; Gauteng; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading company in South Africa is seeking an experienced IT Support Manager (Level 2) to lead their IT support function. The role involves troubleshooting complex technical issues, managing Microsoft environments, and mentoring a dynamic team. The ideal candidate is proactive and solution-oriented, with strong communication skills. Join a supportive work environment with opportunities for growth and exposure to exciting projects.

Benefits

Dynamic and supportive work environment

Opportunities to grow and lead

Exposure to exciting projects

Competitive remuneration and benefits package

Qualifications

• 5+ years of overall IT support experience, with 3+ years at Level 2.
• In-depth knowledge of Microsoft technologies – especially Windows and Office.

Responsibilities

• Deliver prompt and effective resolution to IT issues while maintaining high customer service standards.
• Manage and lead the IT support team, handling escalations and offering expert-level support.
• Oversee Office security and compliance – user access, permissions, and data protection.

Skills

Troubleshooting

Stakeholder Management

IT Security

Networks

Risk & Compliance

IT Governance

Microsoft Office

Cisco Systems Hardware

Windows

Job description

Are you a tech-savvy leader with a passion for seamless IT operations and exceptional support delivery?

We're looking for an experienced IT Support Manager (Level 2) to lead our IT support function and drive operational excellence. You'll play a key role in troubleshooting complex technical issues, managing our Microsoft and Office environments, and mentoring a dynamic IT support team.

If you're proactive, solution-oriented, and a great communicator – we want to hear from you!

Key Responsibilities:

1. Deliver prompt and effective resolution to IT issues while maintaining high customer service standards.
2. Manage and lead the IT support team, handling escalations and offering expert-level support.
3. Administer and troubleshoot Microsoft environments including Windows, Office (Exchange, Teams, SharePoint, OneDrive).
4. Oversee Office security and compliance – user access, permissions, and data protection.
5. Develop and implement IT policies, processes, and best practices to improve support efficiency.
6. Monitor service desk performance, ensuring SLA and KPI targets are met.
7. Assist with network administration – including firewalls, VPNs, DNS, DHCP.
8. Lead system maintenance, patch management, and ensure IT security protocols are followed.
9. Drive IT projects such as migrations, upgrades, and new system rollouts.
10. Maintain accurate and up-to-date IT documentation – including asset registers and troubleshooting SOPs.

Requirements:

• 5+ years of overall IT support experience, with 3+ years at Level 2.
• In-depth knowledge of Microsoft technologies – especially Windows and Office.
• Experience in managing Office environments and cloud solutions.
• Solid grasp of networking protocols and infrastructure tools (TCP/IP, DNS, DHCP, VPNs, Firewalls).
• Previous experience leading or managing an IT support/service desk team.
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder engagement skills.

What We Offer:

• A dynamic and supportive work environment.
• Opportunities to grow and lead in a forward-thinking IT team.
• Exposure to exciting projects and cutting-edge technology.
• Competitive remuneration and benefits package.

Skills:

• Cisco Systems Hardware
• IT Governance
• Risk & Compliance
• IT Security
• Microsoft Office
• Networks
• Stakeholder Management
• Troubleshooting
• Windows