Technical Services Manager; CPT Hybrid

ENVIRONMENT:

A thriving Managed Service Provider company seeks a highly driven Technical Services Manager to lead its service delivery operations overseeing both the Helpdesk and Technical Services teams ensuring exceptional customer experience, smooth operation of client environments, and a strong internal technical culture. The ideal candidate must have Matric / Grade 12 (Compulsory); 5+ years’ experience in a technical support or services role, 3+ years in a Team Lead, Supervisor, or Management role including prior experience in a Managed Services Provider (MSP) environment.

Your tech toolset should include Windows Server (2012 R2/2016/2019/2022), Active Directory, Group Policy, DHCP, DNS, File/Print services, NPS, WSUS, Server virtualization (VMware vSphere, Hyper-V), Fortinet, Sonic Wall, Ubiquiti, etc.

DUTIES:

Client Services (Helpdesk) Management -

• Oversee day-to-day helpdesk operations to ensure tickets are triaged, resolved, and escalated efficiently.
• Monitor SLAs, response/resolution times, and first-contact resolution rates.
• Handle service escalations and ensure clients are informed and satisfied with progress.
• Maintain ticket queues, categorize issues effectively, and refine workflows using tools such as Autotask or similar PSA software.

Technical Engineering Teams Management (T1, T2, T3) -

• Lead and manage the Tier 1, Tier 2, and Tier 3 Engineering teams, providing technical guidance, mentorship, and performance oversight.
• Ensure all Engineers meet established KPIs, including ticket closure rates, quality of work, and adherence to documentation standards.
• Coordinate technical tiers to resolve complex issues and support proactive client environment maintenance.
• Promote collaboration and knowledge sharing between engineering levels to raise technical capability and service quality.

Team Leadership & Performance Management -

• Lead, mentor, and develop a team of Service Desk Engineers, Technicians, and Field Engineers across multiple technical tiers.
• Conduct regular one-on-ones, performance reviews, and career development discussions.
• Ensure all Engineers meet agreed KPIs, including ticket closure rates, time tracking compliance, SLA adherence, customer satisfaction, and documentation quality.
• Use reporting tools and dashboards to proactively track individual and team performance.
• Address underperformance promptly with coaching, guidance, and if needed, performance improvement plans.
• Foster a culture of ownership, accountability, and continuous improvement.

Technical Operations & Maintenance Oversight -

• Oversee the proactive maintenance of client environments, including:
• Patch Management
• Backup monitoring and testing
• Antivirus/EDR status
• Infrastructure health checks
• Certificate/License renewals
• Ensure high availability, performance, and security across client systems.

Process, Tools & Efficiency -

• Review, implement, and continuously refine SOPs, KB articles, and technical standards.
• Manage and optimize PSA, RMM, and other operational tools.
• Identify opportunities to automate recurring tasks and eliminate inefficiencies.
• Support ISO, GDPR, POPIA, and other compliance requirements.

Reporting, Insights & Continuous Improvement -

• Produce and review reports on ticket metrics, SLAs, team performance, and environmental health.
• Identify trends or recurring issues and implement improvement plans.
• Work closely with senior leadership to align service delivery with business goals.

Client Relationship Management -

• Serve as a technical liaison for key clients and participate in client reviews and/or client strategy sessions.
• Ensure proactive communication with clients on maintenance, incidents, and projects.
• Assist with onboarding of new clients and the handover from projects to support.

REQUIREMENTS:

• Matric / Grade 12 (Compulsory); relevant IT Certifications or qualifications advantageous.
• 5+ Years of experience in a technical support or services role.
• 3+ Years in a Team Lead, Supervisor, or Management role.
• Prior experience in a Managed Services Provider (MSP) environment.
• Strong technical architecture and solution design background not just leadership, but real-world delivery experience.
• Excellent understanding of IT service operations,…