SLA Account Manager

Kontak Recruitment; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A reputable IT services provider in Cape Town is looking for a service-driven SLA Account Manager to join its team. The position requires managing client relationships and delivering quality IT support based on SLA agreements. Candidates should possess strong skills in Microsoft 365 administration, Windows support, and have a solid understanding of networking. The role will involve both remote and on-site support, requiring strong communication and customer service skills.

Qualifications

• Strong working knowledge of Microsoft 365 administration.
• Solid experience in Windows 10 / 11 desktop and laptop support.
• Good understanding of basic networking concepts like IP addressing and DHCP.
• Strong customer service orientation with clear communication skills.

Responsibilities

• Act as the primary technical contact for assigned SLA clients.
• Take ownership of incidents and service requests for allocated accounts.
• Ensure all tickets are managed according to SLAs and KPIs.
• Provide both remote and on-site Tier 2 technical support.

Skills

Microsoft 365 administration

Windows 10 / 11 support

Networking concepts

Customer service orientation

Communication skills in English

Tools

Azure AD

Endpoint security tools

Job description

SLA Account Manager (IT) (JB5808)

Cape Town – R22 000 to R28 000 a month (Negotiable depending on experience) – Permanent

An established and growing IT services provider is looking for a technically capable and service‑driven SLA Account Manager to join its Cape Town‑based team. This role is responsible for owning client relationships within SLA agreements, managing support tickets end to end, and delivering consistent, high‑quality IT support across multiple environments. The position combines hands‑on Tier 2 technical support with client‑facing responsibility, vendor coordination, and contribution to ongoing service improvements within an ITIL‑aligned framework.

Minimum Requirements

• Based in Cape Town or surrounding areas
• Valid driver’s licence and ability to attend occasional on‑site client visits
• Strong working knowledge of dy't Microsoft 365 administration
• Solid Windows 10 / 11 desktop and laptop support experience
• Experience supporting SME IT environments
• Good understanding of basic networking concepts (IP addressing, DHCP, DNS, Wi‑Fi, VPN)
• Strong customer service orientation with clear written and verbal communication skills in English
• Professional, well‑presented, and confident in client‑facing engagements
• Detail‑oriented, organised, and able to perform under pressure
• Ability to work independently while contributing effectively within a team

Duties and Responsibilities

• Act as the primary technical point of contact for assigned SLA clients
• Take full ownership of incidents, service requests, and problems for allocated accounts
• Ensure all tickets are managed in line with contractual SLAs and internal KPIs
• Proactively communicate with clients regarding progress, delays, and resolutions
• Provide remote and occasional on‑site Tier 2 technical support, including:
  • Windows desktops and laptops
  • Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint basics)
  • Azure AD / Entra ID user and group management, MFA, and password resets
  • Endpoint security tools including antivirus, EDR, BitLocker, and MFA enforcement
  • Printers, scanners, and peripheral devices
  • Basic networking support and VPN access
• Triage, investigate, and resolve support tickets independently where possible
• Escalate advanced server or infrastructure issues to internal specialist teams
• Delegate appropriate tasks to junior helpdesk staff and review their work
• Build and maintain trusted relationships with client stakeholders
• Manage vendors and third‑party suppliers in support of SLA clients
• Identify recurring issues and recommend preventative actions or service improvements
• Provide technical input to support renewals, upgrades, and account changes
• Maintain accurate client documentation, including network diagrams and configurations
• Contribute to internal knowledge bases and follow ITIL‑aligned service processes
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Please do not apply using scanned CVs; no supporting documentation is required at this point, and it will be requested later.

Equal Opportunity

All backgrounds are welcomed, with no bias. All are considered based on requirements.