Technical Support Manager (iOCOOO178)

iOCO Limited; Johannesburg; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

iOCO Limited is seeking an experienced Technical Support Manager to oversee industrial IT and MES support operations, lead and develop technical teams, and ensure exceptional service aligned with SLA requirements. The role involves managing client and vendor relationships, resolving escalated issues, and driving continuous improvement across service operations.

The ideal candidate has 10+ years in Industrial IT and MES, with at least 2+ years in operations leadership, a Bachelor's degree or

Qualifications

• Must have strong MES/OT support experience and IT/OT integration knowledge.
• Experience in SLA management, vendor management, and change management.
• Proven leadership, strategic thinking, and ability to develop high-performing technical teams.

Responsibilities

• Provide line management for support teams, coaching and mentoring.
• Lead recruitment in collaboration with HR to secure top talent.
• Develop employee training, knowledge sharing, and strategy roadmaps.
• Ensure SLA compliance and service quality within contracted targets.
• Lead operational meetings and report progress, challenges and goals.
• Manage vendor and client relationships, escalation points, and stakeholder alignment.
• Design, maintain and enforce operational processes to improve productivity and service delivery.
• Contribute to capacity planning and continuous improvement initiatives.

Skills

MES/OT support

IT/OT integration

SLA management

Vendor management

Change management

Leadership

Communication

Education

Grade 12

Bachelor's degree or diploma in Computer Science or Computer Data Processing

ITIL Certification

Job description

Are you a strong technical leader passionate about driving service excellence and high-performing teams? We are seeking an experienced Technical Support Manager to oversee industrial IT and MES support operations, lead and develop technical teams, and ensure exceptional service delivery in line with SLA requirements. The role involves managing client and vendor relationships, resolving escalated technical issues, strengthening IT/OT processes, and driving continuous improvement across service operations. The ideal candidate combines strong technical expertise, strategic thinking, and proven leadership skills to optimise performance, control costs, and enhance customer satisfaction.

What you'll do:

• Team & Performance Management
  • Provide line management for support teams, ensuring performance management, coaching, and mentoring.
  • Manage team dynamics, promote collaboration, and resolve interpersonal challenges.
  • Facilitate recruitment in collaboration with HR to secure top talent.
  • Lead employee development through training, knowledge sharing, and strategy roadmaps.
  • Demonstrate strong leadership, setting direction and motivating teams.
• Service & Operations Management
  • Take accountability for SLA compliance and service quality, ensuring delivery within contracted targets.
  • Lead daily/weekly/monthly operational meetings, reporting on progress, challenges, and goals.
  • Provide accurate operational feedback and reports to the Operations Manager.
  • Enforce effective change management processes to minimize risk and ensure stability.
  • Facilitate structured problem-solving and troubleshooting to resolve recurring issues.
  • Oversee customer satisfaction management, ensuring positive engagement and service outcomes.
  • Manage senior standby duties, providing escalation support where required.
• Vendor & Stakeholder Management
  • Manage relationships with 3rd party vendors and suppliers, ensuring contractual and performance compliance.
  • Build, maintain, and strengthen client relationships at operational and management levels.
  • Act as escalation point for customer concerns, ensuring timely resolution.
  • Align communication and collaboration with internal business units and external partners.
• Process, Compliance & Governance
  • Design, maintain, and enforce operational processes and procedures to improve productivity and service delivery.
  • Improve, implement, and align MES and IIT processes, procedures, and work instructions across sites to standardize and improve effectiveness.
  • Ensure full compliance with corporate, company, and regulatory policies and standards.
  • Manage cost within budget, identifying opportunities for efficiency and savings.
• Strategic & Technical Contribution
  • Research and evaluate new or enhanced technologies to improve service quality and efficiency.
  • Develop and propose application/technical/architectural solutions for customer requests, quotations, and proposals.
  • Support continuous improvement initiatives to enhance service delivery, quality, and team performance.
  • Contribute to capacity and resource planning to ensure scalability and stability of services.

Your Expertise:

• 10+ Years of Experience in Industrial IT and/or MES
• 2+ Years of operations team leader experience

Qualifications:

• Essential Qualifications:
  • Grade 12
  • Bachelor's degree or diploma in Computer Science or Computer Data Processing
    
• Preferred Qualifications:
  • ITIL Certification

Soft Skills:

• Technical Skills
  • Strong understanding of MES/OT support environments and IT/OT integration.
  • Knowledge of SLA management, vendor management, and change management frameworks (e.g., ITIL).
  • Ability to design, review, and oversee operational processes and procedures.
  • Awareness of architectural design considerations in MES/OT solutions.
• Leadership & Soft Skills
  • Proven leadership and mentoring capability with experience managing diverse teams.
  • Strong problem-solving and troubleshooting skills.
  • Excellent communication and interpersonal skills, with ability to engage at all levels.
  • Customer-oriented mindset with focus on service quality and satisfaction.
  • Ability to manage cost, budgets, and resource allocation effectively.
  • Strategic thinking with a continuous improvement mindset.

Other information applicable to the opportunity:

• Permanent Position
• Location: Johannesburg

Why work for us?

Connected Industrial Eco-systems:

The organisation provides Industrial OT solutions to drive sustainability of our communities. With a community of specialist OT system integrators who span across all industry segments in Sub Saharan Africa and OEM partnerships we are able to Design and Build as well as Optimize Industrial connectivity. Connecting people with trusted information and insights to drive responsible use of the world’s resources.

One of the leading Tech companies in the country:

• The organisation fosters an inclusive work culture, we collaborate and solve together.
• Great career development, an opportunity to work on great technology which creates value for our communities.
• Values based organisation , with bold and courageous people centred leadership.

Opportunity to harness your skills and be innovative.
iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.