Technical Operations Lead - Hybrid (Backup & IT)

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

Job summary

e-Merge IT Recruitment is seeking an experienced Technical Manager to lead the technical operations team, oversee support, customer implementations, hosted backup infrastructure and internal IT services. The role requires coordination with Sales, Management, Development and Finance to ensure service excellence and strong retention.

The ideal candidate brings 10+ years in IT, 5+ years in team leadership, and hands-on experience with backup solutions, hosted infrastructure and enterprise tools

Qualifications

• 10+ years of professional IT experience in IT support, services, infrastructure or operations.
• 5+ years of technical team management experience with coaching and accountability.
• Strong understanding of IT support operations, escalations, SLAs and KPIs.

Responsibilities

• Lead, coach and develop the technical team, including recruitment, onboarding and performance management.
• Oversee customer support operations, service levels and escalations to maintain high quality delivery.
• Coordinate customer implementations, trials and managed services with timely delivery and proper documentation.
• Oversee hosted backup infrastructure, capacity planning, and internal IT operations including cybersecurity.

Skills

People leadership

Technical oversight

Customer engagement

Tools

Zendesk

Monday.com

Slack

Job description

e-Merge IT Recruitment is seeking an experienced Technical Manager to lead the technical operations team, oversee support, customer implementations, hosted backup infrastructure and internal IT services. The role requires coordination with Sales, Management, Development and Finance to ensure service excellence and strong retention.

The ideal candidate brings 10+ years in IT, 5+ years in team leadership, and hands-on experience with backup solutions, hosted infrastructure and enterprise tools