{"id":3011462,"url":"https://alion.io/job/ioco-technical-support-manager","title":"Technical Support Manager","company":{"id":57386,"name":"iOCO","domain":"ioco.tech","url":"https://alion.io/company/ioco","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Simplify","truth_index":{"grade":"A","score":87,"open_postings":7,"ghost_share":0,"stale_share":0.714,"repost_share":0,"time_to_fill_p50_days":20,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johannesburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":25000,"max_usd":64000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":70},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-21T15:30:36Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-23T21:23:40Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Are you a strong technical leader passionate about driving service excellence and high-performing teams? We are seeking an experienced Technical Support Manager to oversee industrial IT and MES support operations, lead and develop technical teams, and ensure exceptional service delivery in line with SLA requirements. The role involves managing client and vendor relationships, resolving escalated technical issues, strengthening IT/OT processes, and driving continuous improvement across service operations. The ideal candidate combines strong technical expertise, strategic thinking, and proven leadership skills to optimise performance, control costs, and enhance customer satisfaction.\nWhat you'll do:\nTeam & Performance ManagementProvide line management for support teams, ensuring performance management, coaching, and mentoring.\nManage team dynamics, promote collaboration, and resolve interpersonal challenges.\nFacilitate recruitment in collaboration with HR to secure top talent.\nLead employee development through training, knowledge sharing, and strategy roadmaps.\nDemonstrate strong leadership, setting direction and motivating teams.\n\nService & Operations ManagementTake accountability for SLA compliance and service quality, ensuring delivery within contracted targets.\nLead daily/weekly/monthly operational meetings, reporting on progress, challenges, and goals.\nProvide accurate operational feedback and reports to the Operations Manager.\nEnforce effective change management processes to minimize risk and ensure stability.\nFacilitate structured problem-solving and troubleshooting to resolve recurring issues.\nOversee customer satisfaction management, ensuring positive engagement and service outcomes.\nManage senior standby duties, providing escalation support where required.\n\nVendor & Stakeholder ManagementManage relationships with 3rd party vendors and suppliers, ensuring contractual and performance compliance.\nBuild, maintain, and strengthen client relationships at operational and management levels.\nAct as escalation point for customer concerns, ensuring timely resolution.\nAlign communication and collaboration with internal business units and external partners.\n\nProcess, Compliance & GovernanceDesign, maintain, and enforce operational processes and procedures to improve productivity and service delivery.\nImprove, implement, and align MES and IIT processes, procedures, and work instructions across sites to standardize and improve effectiveness.\nEnsure full compliance with corporate, company, and regulatory policies and standards.\nManage cost within budget, identifying opportunities for efficiency and savings.\n\nStrategic & Technical ContributionResearch and evaluate new or enhanced technologies to improve service quality and efficiency.\nDevelop and propose application/technical/architectural solutions for customer requests, quotations, and proposals.\nSupport continuous improvement initiatives to enhance service delivery, quality, and team performance.\nContribute to capacity and resource planning to ensure scalability and stability of services.\n\nYour Expertise:\n10+ Years of Experience in Industrial IT and/or MES\n2+ Years of operations team leader experience\nQualifications:\nEssential Qualifications:Grade 12\nBachelor’s degree or diploma in Computer Science or Computer Data Processing\n\nPreferred Qualifications:ITIL Certification\n\n Soft Skills:Technical SkillsStrong understanding of MES/OT support environments and IT/OT integration.\nKnowledge of SLA management, vendor management, and change management frameworks (e.g., ITIL).\nAbility to design, review, and oversee operational processes and procedures.\nAwareness of architectural design considerations in MES/OT solutions. \n\nLeadership & Soft SkillsProven leadership and mentoring capability with experience managing diverse teams.\nStrong problem-solving and troubleshooting skills.\nExcellent communication and interpersonal skills, with ability to engage at all levels.\nCustomer-oriented mindset with focus on service quality and satisfaction.\nAbility to manage cost, budgets, and resource allocation effectively.\nStrategic thinking with a continuous improvement mindset.\n\nOther information applicable to the opportunity:\nPermanent Position\nLocation: Johannesburg\nWhy work for us?\nConnected Industrial Eco-systems:\nThe organisation provides Industrial OT solutions to drive sustainability of our communities. With a community of specialist OT system integrators who span across all industry segments in Sub Saharan Africa and OEM partnerships we are able to Design and Build as well as Optimize Industrial connectivity. Connecting people with trusted information and insights to drive responsible use of the world’s resources.\nOne of the leading Tech companies in the country:\nThe organisation fosters an inclusive work culture, we collaborate and solve together.\nGreat career development, an opportunity to work on great technology which creates value for our communities.\nValues based organisation , with bold and courageous people centred leadership.\nOpportunity to harness your skills and be innovative.\niOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.","description_format":"text","description_chars":5361,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-10-21T15:30:36Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":20,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/ioco-technical-support-manager","json_url":"https://alion.io/job/ioco-technical-support-manager.json","meta":{"generated_at":"2026-10-24T00:28:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":700,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":57386},"rest":"https://alion.io/mcp/rest/get_company?id=57386"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fioco-technical-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fioco-technical-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fioco-technical-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ioco-technical-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fioco-technical-support-manager"}]}