Senior Technical Operations Leader (Hybrid)

e-Merge IT Recruitment

Johannesburg

Híbrido

ZAR 900.000 - 1.100.000

Jornada completa

Hace 3 días

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Descripción de la vacante

e-Merge IT Recruitment seeks an experienced Technical Manager to lead the technical operations team, oversee support, customer implementations and hosted backup infrastructure in a hybrid Johannesburg role. You will collaborate with sales, management, development and finance to ensure service delivery and strong customer retention.

The role requires 10+ years in IT, 5+ years in people management, and experience with Zendesk, Monday.com and Slack.

Formación

At least 10 years of professional IT experience in IT support, services or operations.
At least 5 years managing technical teams with coaching and accountability.
Strong understanding of IT support operations, SLAs, and KPIs.
Experience with Zendesk, Monday.com, Slack or similar tools.

Responsabilidades

Lead and develop the technical team, including recruitment, onboarding and performance management.
Oversee customer support operations, service levels, escalations and ticket backlogs.
Monitor backup protection, license use, device health and renewal readiness.
Coordinate customer implementations, trials and managed services with timely delivery.
Oversee hosted backup infrastructure, capacity planning and cybersecurity.
Coordinate defect escalation and enhancements with development teams.