Managed Services Site Manager
$45,000–$48,000 year
On-sitePretoria, Gauteng, South Africa
Job Summary
Investigate and resolve complex AV/VC, Microsoft Teams Rooms, digital signage, IPTV, DSP, and delegate system incidents while serving as the technical escalation point for Tier 1 and Tier 2 on-site technicians. Direct day-to-day workload allocations, monitor task priorities, and conduct performance reviews across the on-site technical team. Act as the primary operational interface for client representatives and facilities teams, managing expectations around support response times, maintenance schedules, and high-priority event support. Ensure all activities align with the Statement of Work and SLA parameters by overseeing system health checks, routine maintenance, and ticket quality. Provide operational insights and risk assessments to department management for service review meetings and continuous improvement plans. Maintain audit-ready documentation and develop Standard Operating Procedures to mitigate service failure risks. Based in Pretoria, this client-facing leadership role requires a senior specialist with substantial enterprise AV/VC background and verified on-site team leadership experience.
Required Qualifications
- Enterprise AV/VC Background
- Substantial technical background supporting integrated video conferencing, Microsoft Teams Rooms, audio DSP platforms, control systems, and enterprise meeting venue technologies
- Verified experience leading technical personnel, coordinating daily operational workloads, and managing team outputs in a high-expectation setting
- Demonstrated background managing incident pipelines, technical escalations, and SLA governance within a structured managed services framework
- Proven capacity to communicate technical findings, operational updates, and risk registers clearly to senior client representatives and technical teams
- Microsoft Teams Rooms
- ServiceNow (or similar ITSM ticketing software)
Desired Qualifications
- AVIXA Certified Technology Specialist (CTS) or higher certification
- Technical experience supporting Crestron, Extron, Televic, AV-over-IP, Dante, or related enterprise technologies
- Background supporting managed services inside banking, financial services, government, or similar high-governance environments
- Working familiarity with Information Technology Service Management (ITSM) systems, change control protocols, and risk management governance
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