Technical Solutions Manager

SUMMARY:
A dynamic ICT Company in Menlyn, Pretoria is currently seeking a Technical Solutions Manager.

POSITION INFO:
Key Responsibilities:

• Supervise and coordinate ICT technicians and support engineers
• Allocate and prioritise service requests, installations and projects
• Monitor team productivity, performance, and SLA adherence
• Provide mentoring, coaching, and technical guidance
• Do installation costings and quotations
• Must have own vehicle and a valid driver's license
• Must be fully bilingual - Afrikaans and English

• Oversee installation, configuration, and support of:
•  
• Network infrastructure (routers, switches, firewalls, Wi-Fi)
• CCTV
• Access Control
• VoIP and PABX systems
• Cloud solutions (e.g., Microsoft 365, hosted services, backups)
• End-user computing (desktops, laptops, mobile devices)

• Ensure timely resolution of incidents, service requests, and escalations
• Maintain high system uptime and service reliability

• Act as the primary escalation point for complex ICT issues
• Troubleshoot and resolve advanced networking and systems problems
• Support major incident management and root cause analysis
• Ensure proper documentation of issues and resolutions

• Assist in planning and executing ICT projects and rollouts
• Ensure installations meet design specifications and client requirements
• Coordinate with internal teams and third-party vendors

• Ensure compliance with SLAs (response and resolution times)
• Analyse recurring issues and implement preventative measures
• Drive improvements in first-time fix rates and service efficiency

• Provide technical support and advisory services to clients
• Participate in client meetings where required
• Ensure a high level of customer satisfaction and professionalism

• Ensure accurate task updates, reporting, and documentation
• Track asset management, licensing, and configurations
• Provide reports on performance, incidents, and service trends

• Ensure adherence to IT security policies and best practices
• Maintain backup, disaster recovery, and cybersecurity standards
• Ensure compliance with company policies and relevant regulations
• Monitor team performance, productivity, and efficiency
• Conduct performance reviews and identify training needs
• Build and maintain strong relationships with key clients

• SLA compliance MTTR (response and resolution times)
• Task resolution rates and backlog management
• System uptime and reliability
• First-time fix rate
• Customer satisfaction scores
• Team productivity and utilisation