Technical Infrastructure Lead — Service Delivery & Team Growth

e-Merge IT Recruitment; Randburg; On-site; ZAR 900,000 - 1,100,000; Full time

Job summary

e-Merge IT Recruitment seeks a seasoned Technical Manager to lead a high-performing technical team and strengthen customer relationships. The role focuses on driving service delivery, backup protection, licence utilisation and risk mitigation across Endpoint Cloud and third-party solutions.

You will work with account management, sales, development, and finance to ensure customer retention, guide engineers, and oversee multiple projects while promoting collaboration and continuous improvement.

Qualifications

• 10+ years in IT with focus on technical support, services or operations.
• 5+ years leading technical teams with workload planning and coaching.
• Strong customer-facing communication and KPI understanding.

Responsibilities

• Lead, coach and develop technical engineers with varying levels of experience and specialisation.
• Coordinate technical stand-ups to review progress and priorities.
• Monitor service delivery, escalations, SLAs and KPIs.
• Conduct performance and development reviews and coordinate training.
• Oversee multiple projects and manage competing demands.
• Lead recruitment, assessments and onboarding with management.
• Promote collaboration and continuous improvement.
• Strengthen customer relationships to improve service quality.

Skills

Team leadership

Coaching

Customer-facing communication

Operational excellence

Performance management

Recruitment & onboarding

Cross-functional collaboration

Risk & KPI awareness

Tools

MSP360 Backup

Sendmarc

Email Threat Protection

Job description

e-Merge IT Recruitment seeks a seasoned Technical Manager to lead a high-performing technical team and strengthen customer relationships. The role focuses on driving service delivery, backup protection, licence utilisation and risk mitigation across Endpoint Cloud and third-party solutions.

You will work with account management, sales, development, and finance to ensure customer retention, guide engineers, and oversee multiple projects while promoting collaboration and continuous improvement.