Technical Operations Manager

iStore Business is an Apple Premium Business Partner and end-to-end IT solutions provider. We deliver technology that works for businesses — and the people who drive them. From device procurement and zero-touch deployment to fully managed Apple platform services, we enable mid-to-large enterprises across Financial Services, Healthcare, Education, and Creative industries to scale, innovate, and operate with confidence.

Our team combines deep Apple ecosystem expertise with enterprise-grade service delivery, partnering with clients as a trusted extension of their IT function.

The Technical Operations Manager is responsible for the day-to-day leadership and performance of iStore Business’s managed services and technical operations function. This role ensures that Apple platform services are delivered to clients at consistently high standards, that operational processes are scalable and efficient, and that the technical team is equipped, motivated, and aligned to business objectives.

This is a hands-on leadership role that bridges technical execution with operational strategy — ideal for someone who thrives at the intersection of Apple technology, service delivery, and team management.

• Own and manage the end-to-end delivery of Apple managed services across the client portfolio, ensuring SLA compliance and client satisfaction
• Oversee device lifecycle management including procurement coordination, zero-touch enrolment (Apple Business Manager), MDM deployment (Jamf Pro / Microsoft Intune), and ongoing support
• Monitor service performance dashboards, identify trends, and drive continuous improvement initiatives
• Manage incident escalation, root cause analysis, and problem resolution to minimise client impact
• Coordinate scheduled maintenance, patching, and security updates across managed environments

• Lead, mentor, and develop a team of technical engineers and support specialists
• Define clear roles, responsibilities, and performance targets; conduct regular performance reviews
• Build a culture of accountability, technical excellence, and client-first thinking
• Identify skills gaps and coordinate training, certifications, and professional development (Apple, Jamf, Microsoft, ITIL)
• Manage team capacity planning and resource allocation across projects and BAU operations

• Design, document, and refine operational processes, runbooks, and standard operating procedures
• Implement and optimise ITSM tooling (ticketing, asset management, monitoring, reporting)
• Drive automation of repetitive tasks to increase efficiency and reduce human error
• Ensure operational readiness for new client onboarding and service transitions
• Maintain accurate asset registers, configuration management databases, and client documentation

• Serve as a senior technical point of contact for key managed service clients
• Participate in regular service reviews with clients, presenting performance data and improvement plans
• Collaborate with the sales and solutions team to scope new managed service engagements and provide accurate effort estimates
• Identify upsell and cross-sell opportunities within the existing client base
• Contribute to proposals, RFP responses, and technical due diligence for prospective clients

• Ensure all managed environments adhere to security best practices and client compliance requirements
• Support clients in meeting regulatory standards relevant to their industry (POPIA, FICA, HPCSA, PAIA)
• Maintain and test business continuity and disaster recovery procedures
• Coordinate vulnerability assessments and remediation with internal and external security teams

• Relevant degree or diploma in Information Technology, Computer Science, or related field
• Minimum 5–7 years of experience in IT operations or managed services, with at least 2 years in a leadership or management capacity
• Demonstrable experience managing Apple device fleets in enterprise environments (macOS, iOS, iPadOS)
• Strong working knowledge of Apple Business Manager, Jamf Pro, and/or…