applicants

We are seeking an experienced Technical Support & IT Service Delivery Manager to lead our IT support operations and ensure reliable, high-quality service delivery to our clients. This role combines technical expertise, leadership and servicemanagement, supporting mission-critical systems in a fast-growing technology company.

Required skills, qualifications and experience

• Lead and manage a technical support team (6-8 engineers)
• Oversee recruitment, training, performance management, and on-call rotas
• Establish SOPs, workflows, and escalation procedures
• Deliver reliable IT services and manage client onboarding and adoption
• Maintain POS integrations, APIs, cloud platforms, and system uptime
• Act as escalation point for complex technical and operational issues
• Coordinate with development teams on releases, fixes, and improvements Manage helpdesk, monitoring, and reporting tools
• Oversee Microsoft 365, networks, security, backups, and compliance
• Monitor KPIs and customer satisfaction to drive service quality
• Implement automation and continuous service improvements
• Maintain documentation and provide input to product development

Requirements

• Bachelor's degree (or equivalent) in Computer Science, Information Technology, Computer Engineering, or related technical discipline or equivalent professional qualification (e.g., HND in Computing).
• Minimum 4 years of experience in IT technical support, helpdesk, or IT operations roles.
• Minimum 2 years of experience in a team leadership or management capacity.
• Strong background in IT service management (ITIL).
• Experience with networking, cloud platforms, and Microsoft 365.
• Knowledge of POS systems, APIs and SaaS environments.
• Proven team leadership and stakeholder management skills.
• Excellent communication with technical and non-technical users.
• Customer-focused, proactive, adaptable and detail-oriented.