Website SA Support Abroad
Remote | Full Time | South Africa | US Business Hours
About the Role
We are looking for an experienced IT Service Manager to lead a remote service delivery team for a US-based managed services company. This is a fully remote position suited to a technically strong, client-focused professional who thrives in a fast-paced environment and takes ownership of results.
Key Responsibilities
• Manage the day-to-day activities of the remote service delivery team
• Oversee and optimize the dispatch process for all service requests
• Drive problem investigations and ensure fast, effective resolution
• Manage the remote monitoring and management (RMM) system — Kaseya, Datto or LabTech
• Administer the Professional Services Automation (PSA) tool — Datto
• Ensure all services are delivered to agreed SLA standards
• Provide accurate reports and metrics to senior management and clients on an agreed schedule
• Design, document and maintain process documentation for the service delivery team
• Handle service scheduling, escalation management and client satisfaction
• Identify trends and develop strategies to address them proactively
• Mentor and develop junior technical support engineers
• Build strong client relationships and participate in pre and post-sales meetings
Requirements
Essential:
• 3 to 8 years of IT service management or IT support leadership experience
• Strong knowledge of IT applications, processes, software and infrastructure
• Proven experience managing a service delivery or helpdesk team
• Experience with RMM or PSA tools — Kaseya, Datto, LabTech, ConnectWise or similar
• Excellent client service and communication skills — written and verbal
• Strong organizational skills with experience tracking service calls, SLAs and documentation
• Ability to multi-task, prioritize and adapt quickly
• Ability to work independently with a high level of self-management
• Available to work US business hours (EST) from South Africa
Advantageous:
• Microsoft certifications — MCP, MCSA or MCITP
• Cisco CCNA, VMware VCP, Citrix CCEA or SonicWALL CSSA
• Bachelor’s or associate degree in a computer-related field
• Experience working with US-based clients or in a remote capacity
• Willingness to occasionally be available outside standard hours when required
Please read company details below for application process for this post.
IT Service Manager
A Message to Our Candidates At SA Support Abroad our goal is not just to place you — it's to place you well. We want you to land a role where you can thrive, grow and succeed for the long term. Here's how our process works: Once we receive your application we carefully review every candidate and shortlist the best three for each position. If you make the shortlist you will be asked to complete two short videos: An introductory video — telling us a little about yourself, your experience and what makes you great. We keep this on file and it may be used to put you forward for this or any future position that suits your profile, and really helps us to get to know you. A client interview video — where you answer five to six specific questions provided by the client. This replaces the traditional first interview and gives you the chance to make a strong first impression in your own time and space. To ensure we put you forward for roles that work for you financially, please share your salary expectation. We ask that you give us a realistic range rather than a fixed number — this helps us find the best possible match for both you and our clients. We are in your corner. We will do everything we can to represent you at your very best and find you an opportunity that genuinely works for your life and your career. SA Support Abroad — World class talent. Personally handled.