IT Helpdesk Manager
- Cape Town, Western Cape
- Permanent
- Full-time
Cape Town - Western Cape - South AfricaWe are seeking a skilled and resilient Control Room Manager to lead a Tier 1 team responsible for 24/7 monitoring of IT systems, security platforms, and operational infrastructure. This is a critical leadership role tasked with ensuring system uptime, incident escalation, and seamless team performance across rotating shifts.You will combine hands-on technical expertise with strong leadership skills, problem-solving abilities, and a calm demeanour under pressure. This role offers the opportunity to play a central role in critical operations where uptime, accuracy, and resilience are non-negotiable.Minimum Requirements:
- 3+ years experience in a Control Room, IT Ops Centre, or SOC environment
- 12 years in a supervisory or lead role in a 24/7 operation
- Strong grasp of incident escalation workflows and real-time monitoring
- Proficient with tools such as Zabbix, PRTG, or SolarWinds
- Technical knowledge of networks, firewalls, VPNs, CCTV/NVR systems
- Zabbix Certified Specialist
- CompTIA A+/N+
- PSIRA Control Room Operations Certificate
- Manage shift schedules and ensure SLA adherence
- Oversee incident response and technical escalations (Tier 2)
- Ensure accurate logging and reporting of alarms and incidents
- Drive SOP compliance, stakeholder communication, and continuous improvement