Technical Support Manager

Afrihost Home Connect; Johannesburg; On-site; ZAR 300,000 - 600,000; Full time

Job summary

A leading company in the internet service sector is seeking a Technical Support Manager in Johannesburg. The successful candidate will lead the Technical Support team, manage NOC operations, implement performance strategies, and drive customer experience improvements. Ideal applicants should possess robust technical skills and strong leadership experience.

Benefits

Competitive salary package

Growth and development opportunities

Flexible work options

Qualifications

• Minimum 5 years' experience in technical support, with at least 2 years in a management role.
• Proven experience managing a NOC or technical operations team.
• Certifications like CCNA, CompTIA Network+, or ITIL are advantageous.

Responsibilities

• Lead and manage the Technical Support team.
• Oversee daily operations of the NOC.
• Implement and track KPIs for technical support agents.

Skills

Networking Knowledge

People Management

Technical Support

Communication

Education

Bachelor’s degree in information technology or Computer Science

Tools

Network Monitoring Tools

Job description

We are seeking an experienced Technical Support Manager to lead our Technical Support team in a fast-paced and dynamic environment. The ideal candidate will have a strong background in network operations centre (NOC) management , technical networking skills , and experience overseeing omni-channel support operations . This role requires a hands-on leader who is passionate about customer experience, technical excellence, and team performance.

Key Responsibilities :

• Lead and manage the Technical Support team, ensuring high levels of performance and customer satisfaction.
• Oversee daily operations of the Network Operations Centre (NOC) , ensuring uptime, system monitoring, and timely incident response.
• Provide strategic and operational direction for an omni-channel support environment , including voice, email, chat, and ticketing systems.
• Conduct regular performance reviews , coaching, and development sessions for support agents and shift leads.
• Implement and track KPIs for technical support agents, driving continuous improvement in service levels.
• Collaborate with IT, Engineering, and Customer Success teams to resolve complex issues and drive proactive support solutions.
• Maintain and update technical documentation, SOPs, and knowledge bases.
• Ensure timely escalation and resolution of high-impact technical incidents.
• Drive initiatives to improve customer experience and reduce contact rate through automation, self-service, and root cause analysis.
• Recruit, train, and retain top technical support talent.

Requirements :

Education & Experience :

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
• Minimum 5 years' experience in technical support, with at least 2 years in a management or supervisory role .
• Proven experience managing a NOC or technical operations team .

Technical Skills :

• Strong networking knowledge , including understanding of routers, firewalls, switches, DNS, DHCP, VPN, and internet technologies.
• Familiarity with network monitoring tools (e.g., PRTG, SolarWinds, Nagios).
• Working knowledge of Linux / Unix systems is an advantage.
• Understanding of SLA frameworks, escalation procedures, and incident management best practices.

Leadership Skills :

• Strong people management and coaching abilities.
• Experience conducting performance reviews, managing shift schedules, and driving accountability.
• Ability to lead under pressure and manage high-severity incidents effectively.
• Excellent communication and interpersonal skills.

Preferred Qualifications :

• Certifications such as CCNA, CompTIA Network+, or ITIL are a strong advantage.
• Experience in the ISP or telecoms industry preferred.
• Exposure to remote support and work-from-home team management.

What We Offer :

• Competitive salary package
• Opportunity to work with a dynamic and driven team
• Growth and development opportunities
• Flexible work options and modern tools

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Technical Support Manager • Johannesburg, Gauteng, South Africa