IT Helpdesk Manager

ICT
Cape Town – Western Cape – South Africa

We are seeking a skilled and resilient Control Room Manager to lead a Tier 1 team responsible for 24/7 monitoring of IT systems, security platforms, and operational infrastructure. This is a critical leadership role tasked with ensuring system uptime, incident escalation, and seamless team performance across rotating shifts.
 
You will combine hands-on technical expertise with strong leadership skills, problem-solving abilities, and a calm demeanour under pressure. This role offers the opportunity to play a central role in critical operations where uptime, accuracy, and resilience are non-negotiable.
 
Minimum Requirements:
  • 3+ years’ experience in a Control Room, IT Ops Centre, or SOC environment
  • 1–2 years in a supervisory or lead role in a 24/7 operation
  • Strong grasp of incident escalation workflows and real-time monitoring
  • Proficient with tools such as Zabbix, PRTG, or SolarWinds
  • Technical knowledge of networks, firewalls, VPNs, CCTV/NVR systems
 
Preferred Certifications:
  • Zabbix Certified Specialist
  • CompTIA A+/N+
  • PSIRA Control Room Operations Certificate
 
Technical Responsibilities:
  • Manage shift schedules and ensure SLA adherence
  • Oversee incident response and technical escalations (Tier 2)
  • Ensure accurate logging and reporting of alarms and incidents
  • Drive SOP compliance, stakeholder communication, and continuous improvement