We are seeking a highly skilled and versatile Senior IT Technical Manager to oversee and drive the full spectrum of our technical operations, from solutions architecture to system administration, vendor management, internal tools, and customer support advisory. This role requires a strategic thinker with hands-on technical expertise and exceptional leadership capabilities across multiple service platforms, systems, and teams.
Key Responsibilities:
Solutions Architecture
- Engage in customer and supplier meetings to understand and refine requirements.
- Lead scoping and technical discovery sessions to build tailored implementation plans.
- Develop and manage contingency plans, perform testing, and oversee solution execution.
- Provide senior technical advisory to Customer Success Consultants.
- Support the development of customer proposals, including reviews and technical input.
- Deliver ongoing training to customer-facing staff to improve knowledge and service delivery.
- Act as the senior escalation point for complex support issues, including server and supplier incidents.
- Provide guidance, training, and SOP development for support teams.
- Conduct service reconciliations, reporting, and ensure service levels are maintained.
- Lead the consultation, scoping, implementation, administration, and ongoing management of various internal platforms and client data.
- Deep knowledge of Microsoft and Kaseya will be advantageous.
- Manage supplier relationships, including:
- Handle supplier portal administration, pricing management, and escalated queries.
- Ensure accurate and timely handling of licenses, service tiers, and provisioning.
- Oversee and administer internal business platforms.
- Manage hosted server environments and internal project advisory tasks.
- Address account queries and financial reconciliations.
- Contribute to internal communication, PR, and marketing content from a tech perspective.
Skills & Competencies:
- Deep understanding of cloud platforms, managed services, and technical support frameworks.
- High-level knowledge across Microsoft ecosystems, cybersecurity platforms, networking, and unified communications.
- Strong analytical and planning skills, especially in architecture and implementation.
- Excellent leadership and mentoring ability, capable of uplifting internal support and customer success teams.
- Proven vendor management and commercial negotiation skills.
- Experience with process design, SOP development, and cross-team collaboration.
- Degrees in IT, Computer Science, or related field (preferred).
- Certifications in Microsoft, Cybersecurity, systems are highly desirable.
- Minimum 710 years of IT experience, with 5+ years in a leadership or director-level role.
Perks of the Role:
- Diverse and high-impact work across both strategy and execution.
- A role that blends architecture, management, operations, and innovation.
- Key influence in shaping the companys tech landscape and service quality.
Skills & Qualifications: Education & Experience: Bachelors degree in information technology, Computer Science, or a related field (Advantage). Minimum of 5 years of experience in IT support, infrastructure management, and security. Technical Skills: Strong expertise in managing IT infrastructure (servers, workstations, networks, cloud platforms). Proficiency in network administration, including routing, switching, firewalls, and VPNs. Hands-on experience with various operating systems (Windows, macOS, Linux) and software applications. Strong understanding of IT security principles, tools, and best practices. Experience with database management and backup solutions. Knowledge of virtualization technologies (e.g., VMware, Hyper-V) and cloud computing (AWS, Azure). Support & Troubleshooting: Expertise in diagnosing and resolving complex technical issues in a timely manner. Strong customer service orientation and ability to interact effectively with end users. Ability to provide clear instructions and support to users with varying levels of technical expertise. Soft Skills: Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Strong organizational skills with the ability to manage multiple tasks and priorities. Ability to work independently as well as part of a collaborative team. Proactive, detail-oriented, and solution-focused with a strong commitment to continuous improvement. Strong problem-solving skills. Certifications (Advantage): CompTIA A+, Network+, or Security+. Microsoft Certified Solutions Expert (MCSE) or equivalent. Cisco Certified Network Associate (CCNA) or equivalent. Certified Information Systems Security Professional (CISSP) or Certified Ethical Hacker (CEH).
