Technical Support Manager

Ioco; Johannesburg; On-site; ZAR 300,000 - 400,000; Full time

Job summary

iOCO Infrastructure Services is looking for a Technical Support Manager to lead their support team in Johannesburg. The role involves overseeing operations, driving performance improvements, and ensuring exceptional technical assistance for clients. The ideal candidate will have extensive experience in IT support with expertise in Active Directory and Exchange, along with strong leadership and customer interaction skills. Join iOCO and be part of a vibrant, innovative community focused on delivering excellent IT solutions.

Qualifications

• Minimum 5 years in IT support roles focusing on Active Directory, Exchange, Azure, and Mimecast.
• Proficiency in English communication and customer interaction skills required.

Responsibilities

• Oversee daily support operations and manage team performance.
• Ensure all escalations are acted upon within SLA time frames.
• Provide documented procedures for technical architecture and auditing.

Skills

Active Directory

Exchange on-premises

Azure

Mimecast

Customer interaction

Teamwork

Issue resolution

Education

National Senior Certificate / Matric / N3 / Grade 12

Diploma or Degree in Information Technology

Microsoft and Mimecast Certification

A+, N+ITIL 4 - exposure or accreditation

Job description

iOCO Infrastructure Services invites you to explore opportunities. We are seeking a highly skilled and customer-focused Technical Support Manager to lead our support team and ensure the delivery of exceptional technical assistance to clients and internal stakeholders.

In this role, you will be responsible for overseeing daily support operations, developing support strategies, managing team performance, and driving continuous improvement in customer satisfaction and service quality. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering efficient and effective support solutions.

What you'll do

1. System Performance: Utilize the supported monitoring system to identify problematic remediation services.
2. Service Request / Incident Management: Ensure all escalations are actioned and production is returned to a normal state within the SLA time frame. Limit the number of recurring / reopened calls to ensure user satisfaction.
3. Managing and remediating calls: within the client-defined SLA.
4. General: Ensure that all deadlines are met and adhere to the Change Management and Incident Management Processes. Provide documentation on request for technical architecture, work instructions, or auditing requirements.

Your expertise

• Active Directory Expertise: Minimum 5 years in IT support roles focusing on Active Directory. Manage Active Directory based on service requests, incidents, preventive maintenance, or facility improvements.
• Exchange on-premises Expertise: Minimum 5 years in IT support roles focusing on Exchange on-premises. Manage Exchange based on service requests, incidents, preventive maintenance, or service improvements.
• Azure, Entra ID, and M: Minimum 5 years in IT support roles focusing on M, Azure, and server administration. Manage Azure, Entra ID, and M based on service requests, incidents, preventative maintenance, or service improvements.
• Mimecast Expertise: Minimum 5 years in IT support roles focusing on Mimecast and DMARC. Manage Mimecast based on service requests, incidents, preventative measures, maintenance, or service improvements.

Additional requirements include proficiency in English communication, excellent customer interaction skills, teamwork, issue resolution, and passing recruitment checks.

Qualifications required

• National Senior Certificate / Matric / N3 / Grade 12
• Diploma or Degree in Information Technology
• Microsoft and Mimecast Certification
• A+, N+ITIL 4 - exposure or accreditation

Qualifications / knowledge preferred

• Microsoft Active Directory, Exchange on-premises, M, Mimecast, and DMARC
• MS SharePoint, Teams, and collaboration knowledge
• Endpoint Protection and zero-trust security
• WIFI and cabling management
• On-premises firewall knowledge
• Call and vendor management

Additional information: Permanent position in Newlands, Cape Town. Physical demands include sitting, walking, bending, and lifting. Work environment is on-site. Must have a vehicle and valid driver’s license.

Why work for us?

If you're seeking a professional journey that embraces excellence, join iOCO Infrastructure Services, where we deliver innovative IT infrastructure solutions. Partner with clients to help them conquer their business challenges while enjoying a vibrant, supportive community of professionals.

Our clients are at the heart of everything we do. Their satisfaction fuels our drive, and we celebrate achievements big and small.

iOCO is an equal opportunity employer prioritizing employment equity, with a focus on previously disadvantaged groups.

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Technical Support Manager • Johannesburg, Gauteng