IT Team Manager

About the job

What being part of the Sigma Family means for you IT Team Manager 📍 Cape Town (Office Based) Inspire People. Enhance Services. Deliver Results. Are you an experienced IT leader with a passion for service excellence, team development, and continuous improvement? At Sigma, we're seeking an exceptional IT Team Manager to lead and develop our on-site IT team, driving operational excellence and delivering outstanding IT services. You'll manage and coach on-site engineers, act as the technical authority for the team, and oversee Service Desk performance to ensure effective and efficient support across the business. This is a key role within Sigma IT, where you'll build strong relationships with stakeholders across the organisation, drive continuous improvement, and ensure IT services remain aligned to Sigma's business requirements. Your leadership will play a critical role in enhancing service delivery, developing team capability, and enabling business success through technology. Why Sigma? For four consecutive years, Sigma has been recognised by the Sunday Times Best Places to Work , voted for by our people. We believe in #ImproveEverythingAlways and create an environment where ambitious leaders can thrive, grow and make a real impact. What you'll get 📈 Career development and opportunities to apply for internal promotions following your probationary period. 🏆 Monthly, Quarterly, and Annual awards with marvelous prizes. 💆‍♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected. 🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint. 📁 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you. 🚗 Transportation Benefits – Accommodate by making your traveling journey to work easier with the amazing shuttle services that we offer our employees. 🍕 Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day! 💅 💪 Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey! 💖 Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most. 🤓 Your Vision, Our Mission, All Done Where You Work - We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience! 💻 Join communities and collaborate with your colleagues on our internal Social Media platform. 💙 The opportunity to be a part of an equal, diverse, and inclusive workplace – all A bit more about the Opportunity... What Your Day-to-Day Will Look Like As our IT Team Manager, you'll take ownership of the day-to-day management of the Service Desk and on-site engineering team, ensuring the delivery of efficient, high-quality IT support services while driving continuous improvement across the function. You'll: - Manage and co-ordinate the processing of incoming calls and tickets to ensure the courteous, timely, and effective resolution of incidents and requests. - Ensure ticket handling and escalation policies and procedures are consistently followed. - Act as an escalation point, providing co-ordination and support to on-site engineers and IT Operations Managers during high-severity incidents. - Provide communications to customers in preparation for planned work and unplanned outages. - Work closely with IT colleagues to resolve incidents and support problem management activities. - Ensure processes are carried out in accordance with agreed standards and procedures. - Identify recurring incidents and underlying problems impacting service delivery. - Analyse trends in incidents and service requests, providing input for projects, upgrades, and problem management initiatives. - Manage the on-site engineers' rota to ensure appropriate resource coverage, escalating any gaps to the Senior IT Service Manager. - Manage technical escalations for on-site engineers relating to incidents and problem records. - Coordinate with the wider IT department on project-related activities and deliverables. - Provide reporting on call volumes, incident trends, and Service Desk performance across the wider IT team. - Contribute to Service Level reporting for management and key stakeholders. - Identify and support opportunities to improve services, processes, and the overall customer experience. What amazing People will bring to the role Who We're Looking For You’re a customer-focused IT leader who combines strong technical expertise with people leadership to deliver exceptional IT services. You build strong relationships, develop team capability, and thrive in a fast-paced environment where priorities can shift quickly. You are passionate about continuous improvement, knowledge sharing, and ensuring the highest standards of service delivery. You'll ideally bring: - A minimum of 5 years’ experience in IT support and service delivery within a complex enterprise environment. - Strong technical expertise across Windows 11, Microsoft 365, Active Directory, Microsoft Entra ID, and Microsoft Intune. - Hands-on experience supporting endpoint, identity, access, configuration, and Microsoft 365 services. - Proven ability to diagnose complex incidents and act as an escalation point for endpoint, identity, and infrastructure issues. - Experience leading technical teams or workstreams, setting priorities, allocating activities, providing technical guidance, and supporting delivery. - Experience delivering technical projects or service improvements, coordinating resources, risks, dependencies, actions. - Working knowledge of ITSM, including incident, request, SLA, KPI, and ticket queue m

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