SLA Account Manager (IT) (JB5808)
Cape Town
R22 000 to R28 000 a month (Negotiable depending on experience)
Permanent

An established and growing IT services provider is looking for a technically capable and service-driven SLA Account Manager to join its Cape Town–based team. This role is responsible for owning client relationships within SLA agreements, managing support tickets end to end, and delivering consistent, high-quality IT support across multiple environments. The position combines hands-on Tier 2 technical support with client-facing responsibility, vendor coordination, and contribution to ongoing service improvements within an ITIL-aligned framework

Minimum Requirements:
Based in Cape Town or surrounding areas
Valid driver’s licence and ability to attend occasional on-site client visits
Strong working knowledge of Microsoft 365 administration
Solid Windows 10 / 11 desktop and laptop support experience
Experience supporting SME IT environments
Good understanding of basic networking concepts (IP addressing, DHCP, DNS, Wi-Fi, VPN)
Strong customer service orientation with clear written and verbal communication skills in English
Professional, well-presented, and confident in client-facing engagements
Detail-oriented, organised, and able to perform under pressure
Ability to work independently while contributing effectively within a team

Duties and Responsibilities:
Act as the primary technical point of contact for assigned SLA clients
Take full ownership of incidents, service requests, and problems for allocated accounts
Ensure all tickets are managed in line with contractual SLAs and internal KPIs
Proactively communicate with clients regarding progress, delays, and resolutions
Provide remote and occasional on-site Tier 2 technical support, including:
Windows desktops and laptops
Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint basics)
Azure AD / Entra ID user and group management, MFA, and password resets
Endpoint security tools including antivirus, EDR, BitLocker, and MFA enforcement
Printers, scanners, and peripheral devices
Basic networking support and VPN access
Triage, investigate, and resolve support tickets independently where possible
Escalate advanced server or infrastructure issues to internal specialist teams
Delegate appropriate tasks to junior helpdesk staff and review their work
Build and maintain trusted relationships with client stakeholders
Manage vendors and third-party suppliers in support of SLA clients
Identify recurring issues and recommend preventative actions or service improvements
Provide technical input to support renewals, upgrades, and account changes
Maintain accurate client documentation, including network diagrams and configurations
Contribute to internal knowledge bases and follow ITIL-aligned service processes

Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.

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Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
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