Technical Manager

E-Merge IT Recruitment; Johannesburg; Hybrid; ZAR 900,000 - 1,100,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Technical leadership

Customer engagements

Project coordination

Operational management

Performance management

Tools

Zendesk

Monday.com

Slack

Job description

Our client is looking for an experienced and results-driven Technical Manager to lead our technical operations team and oversee technical support, customer implementations, hosted backup infrastructure and internal IT services. This role combines people leadership, technical project coordination, customer engagement and operational management. The successful candidate will work closely with sales, account, management, development, finance and senior management to ensure excellent service delivery, reliable data protection, reduced operational risk and strong customer retention.

Responsibilities

• Technical team leadership: Lead, coach and develop the technical team, overseeing recruitment, onboarding, performance management, skills development, workload allocation, capacity planning and individual accountability.
• Technical support and service delivery: Oversee customer support operations, service levels, escalations, ticket backlogs and service quality, ensuring effective support processes, clear communication and continuous improvement.
• Customer health and retention: Monitor backup protection, license utilization, device and tenant health, and technical risks. Coordinate proactive maintenance, customer check-ins, renewal readiness assessments and technical decommissioning following confirmed customer cancellations.
• Technical projects and implementations: Coordinate customer implementations, trials, managed services and other technical projects. Allocate resources, monitor progress, resolve delivery obstacles and ensure timely completion, appropriate documentation and customer sign-off.
• Product and development coordination: Oversee the investigation and escalation of product defects, recurring technical issues and enhancement requests.
• Hosting infrastructure and internal IT: Oversee hosted backup infrastructure, capacity planning, storage usage, hosting costs and internal IT operations, including servers, networking, backups and cybersecurity.

Qualifications and experience

• 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 operations, technical escalations, service levels and operational KPIs.
• Endpoint backup, Microsoft 365 backup, disaster recovery and hosted infrastructure.
• Zendesk, Monday.com, Slack or comparable business applications.
• Technical pre-sales, enterprise tenders and strategic customer engagements.

The reference number for this position is NG61566 which is a permanent, Hybrid role in Johannesburg, offering a salary of up to R1mil per annum salary negotiable based on experience.