Description:
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, SonicWall, 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 st