Technical Infrastructure Manager

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

Lead. Support. Drive. Grow.

Are you an experienced IT professional with a passion for technical leadership, team development and operational excellence? We are looking for a skilled Technical Manager to lead our technical team, strengthen customer relationships and drive service delivery.

About the role

The Technical Manager will work closely 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. The role covers Endpoint Cloud and third-party solutions, including Cloud-to-Cloud Microsoft 365 Backup, MSP360 Backup, Email Threat Protection and Sendmarc.

Key responsibilities

• Lead, coach and develop technical engineers with varying levels of experience and specialisationManage 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

Minimum requirements

• 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

Reference number for this position is GZ61566 which is a permanent position based in Randburg offering a cost to company salary of R1m per annum negotiable on experience and ability.