IT Manager
- Johannesburg, Gauteng
- Permanent
- Full-time
Start Date: ImmediateReporting to: Chief Technology OfficerAbout QuantaniteQuantanite is a customer experience (CX) solutions company partnering with high-growth businesses and leading global brands. We rethink business processes, integrating automation and human intelligence to deliver seamless customer experiences at scale.We are an ambitious, diverse team across four continents with a mandate to disrupt the CX industry through performance, innovation, and operational excellence.The OpportunityWe are seeking a seasoned IT Operations Lead to own and optimise our IT infrastructure, technical support service delivery and end-user services within our 24/7 contact center operations in Johannesburg.This role is central to ensuring stability, security, and scalability of core IT operations supporting a global user base. You’ll provide leadership across infrastructure, service desk, and system administration, while driving innovation and efficiency across our technology stack.Working Hours: Quantanite is a 24/7 business. While flexibility is expected, core hours will typically be 11:00 – 20:00 (SAST) to align with UK and US operations.Key Responsibilities
- Operational Leadership: Own day-to-day IT operations, ensuring uptime, performance, and user satisfaction across the delivery centre.
- Infrastructure Management: Oversee networks, servers, Active Directory, firewalls, cloud environments, telephony systems and agent workstations ensuring robust security and compliance.
- Service Delivery: Lead service desk and support teams to deliver against SLAs and internal KPIs; drive a culture of accountability and continuous improvement.
- Governance & Compliance: Manage PCI-DSS, ISO27001, ISO9001, and SOC-2 audits and other relevant security and data privacy standards; ensure policies, procedures, and frameworks are implemented and enforced.
- Financial Oversight: Develop and manage annual IT budgets; monitor spend, optimise vendor contracts, and ensure cost efficiency.
- Incident & Problem Management: Act as escalation point for critical technical incidents impacting operations, service delivery and agent productivity; ensure thorough root cause analysis and timely remediation plans are executed.
- Innovation & Automation: Identify and deploy automation opportunities to reduce manual overheads and streamline IT processes and overall improving end-user experience.
- Stakeholder Partnership: Collaborate with business leaders and clients, providing technical expertise and ensuring IT operations enable business outcomes and operational efficiency.
- Vendor Management: Strong vendor management skills, with a track record of negotiating and optimizing contracts for contact center specific technologies and support services. Ability to assess vendor performance against SLAs and business needs, driving improvements and accountability.
- Experience: 10–12 years in IT infrastructure and end-user services, with at least 5 years leading 24/7 operations and global support desks, preferably in a BPO or Contact Centre environment.
- Technical Depth: Proficiency in network administration, Windows/Server management, Active Directory, Desktop environments, Telephony platforms, collaboration tools and security frameworks.
- Delivery Track Record: Proven ability to lead major infrastructure projects, system upgrades, manage audits, and deliver against demanding SLAs.
- Security Focus: Working knowledge of infrastructure security, endpoint security, data privacy and compliance best practices, including experience with relevant monitoring tools.
- Leadership Style: Hands-on where needed, but able to inspire, coach, and lead cross-functional teams.
- Sector Advantage: Background in BPO or outsourcing is highly beneficial, given the scale and complexity of global service environments.
- Mindset: Innovative, resilient, commercially aware, and solutions-driven.
- Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.
- Training: Comprehensive technical and leadership training to support your growth.
- Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.
- Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.