Technical Infrastructure Lead – Team & Service Delivery

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

Job summary

e-Merge IT Recruitment in Randburg is looking for a Technical Infrastructure Manager to lead a technical team, strengthen customer relationships and drive service delivery.

The role collaborates with Account Management, Sales, Development, Finance and senior management to maintain customer satisfaction, improve backup protection and licence utilisation, reduce operational risk and support customer retention.

Qualifications

• At least 10 years of professional IT experience in technical support, IT services, infrastructure or technical operations.
• At least 5 years of technical team management experience, including work allocation, coaching, performance management and accountability.
• Strong understanding of IT support, technical escalation, service levels and operational KPIs.
• Experience overseeing multiple technical projects and managing competing demands.
• Excellent customer-facing communication, relationship management and conflict-resolution skills.
• Ability to assess technical issues and operational risks, and guide engineers without personally undertaking every implementation.
• Experience collaborating with commercial teams, development teams and senior management.
• Working knowledge of business IT environments, data protection, backup and business continuity concepts.

Responsibilities

• Lead, coach and develop technical engineers with varying levels of experience and specialisation
• Manage workload allocation, team capacity, staff availability, leave, priorities and individual accountability
• Coordinate technical stand-ups to review progress, address obstacles and align priorities.
• Monitor service delivery, technical escalations, service levels and operational performance.
• Conduct performance and development reviews, identify skills gaps and coordinate training.
• Oversee multiple technical projects while balancing competing priorities and business demands.
• Lead recruitment activities, candidate assessments and onboarding in collaboration with management.
• Promote collaboration, knowledge sharing and continuous improvement.
• Work cross-functionally to strengthen customer relationships, improve service quality and support customer retention.

Skills

Leadership

Team management

Stakeholder communication

Customer relationship

Strategic planning

Job description

e-Merge IT Recruitment in Randburg is looking for a Technical Infrastructure Manager to lead a technical team, strengthen customer relationships and drive service delivery.

The role collaborates with Account Management, Sales, Development, Finance and senior management to maintain customer satisfaction, improve backup protection and licence utilisation, reduce operational risk and support customer retention.