Remote IT Manager

IT Lab is a leading technology and managed services provider in the UK, ranked within the top five European and top 50 global managed services suppliers and operates out of offices in London, Manchester and Cape Town and, via its global partners, in 13 countries across the world. The award-winning company provides a range of services including 24/7 support, cloud services, ERP software implementation, technology transformation and change projects, strategic consulting and analytics.

We are a dynamic and fast growing company that truly values and is reliant upon our people, our culture and our commitment to excellence we call Service Obsession. Being the best means having the best people, and getting the best people means being the best place to work.

A core part of our business is our Cape Town operations centre from which we provide 24/7 support to our predominantly UK based clients and their global operations via a 1st – 3rd line service desk, 365 days per year. This operation is planned to expand significantly in the coming years. This expansion is to not only accommodate growth in our service desk, but also an expanding remit to broaden our local service capability.

To support our growth, we are now seeking to recruit an experienced Remote IT Manager to join our Managed Services Function. This person will be responsible for delivering in-depth RCA across a wide spectrum of technologies in collaboration with other engineers in the Managed Services team.

The Role

Reporting to the Managed Services Team Leader, the Remote IT Manager will assume a virtual IT Manager role for a number of clients’ IT systems where service delivery and NOC monitoring has been outsourced.

As well as providing a proactive and preventative element to the Managed Services team, the Remote IT Manager is also expected to act as a technical escalation point. They will be responsible for documenting weekly and monthly reports and health checks for IT Lab clients, developing a proactive approach to managing our clients’ IT infrastructure.

Key Duties and Responsibilities:

Triaging existing tickets aligned to specific NOC and Managed Service deliverables
Identify repetitive trends in line with various ticket issue types per client
Provide root cause analysis and proactive support, internally and to the client
Resolve ongoing client issues in relation to disk space working with commercial teams to determine strategy to prevent impact
Collaborate with other team members in other technical areas of the business to deliver improved health checks on clients infrastructure
Required skills and capabilities

The ideal candidate will have/be:

A strong record in providing 3rd line support and delivering proactive and effective remediation
Solid experience of working on complex problems across the full Microsoft Stack primarily
Clear and effective decision making, sound judgement, proactive planning
Flexible, calm and approachable, ‘can do’ attitude
Excellent customer relations skills to understand client/client representatives concerns and requirements
Ability to work well within team, supporting other team members
Ability to work within timelines and ensure Team deliverables are met
High level of attention to detail
Ability to make quick and effective decisions


Technical (Essential):



Thorough advanced Windows server configuration and troubleshooting knowledge
Experienced troubleshooting using monitoring toolsets (e.g. SolarWinds, Nagios, ScienceLogic, Zabbix)
Good configuration and troubleshooting knowledge of multiple backup solutions (Backup Exec, VEEAM, DPM, Ahsay)
Excellent virtualisation knowledge and experience, including high-availability and replication using Hyper-V and VMware
Good knowledge of network topologies, routing and NAT
Solid understanding of MS Exchange and Office365
Knowledge and experience of working with firewalls and endpoint security solutions
Knowledge and experience working with cloud platform technologies


Desired, but not essential:

Basic administration and troubleshooting on Linux platforms
Experience troubleshooting infrastructure supporting third party applications
Good working experience in a SQL environment
Knowledge and working experience using PowerShell
Location and environment

This role will be based in our Cape Town Offices; however, you will work amongst a wider Managed Services function split between Cape Town, London and Manchester.

Our culture is non-hierarchical and one which stems from a work hard, but have fun environment. We like to laugh, we like to do things together and among all the challenges of growing a fast-paced business, we endorse people being themselves, allowing them to focus on outcomes and substance rather than form. We’re proud of our employee engagement and have successfully been listed in the Sunday Times “Best Companies to Work for” for six years and with our group companies, 11 of the last 13 years.

We’re also pleased with our number 80 ranking in the Sunday Times Tech Track 100 which tracks the fastest growing technology companies in the UK.

If you think you are a result oriented, positive, strategic thinker then the Lab is the place for you.

The Package

Beautiful offices based in Century City, Cape Town
Package dependent on experience
22 days’ annual leave
Pension and Medical Aid scheme
Continual professional development plans
Working for an established UK based employer with predominantly UK based clients
Free breakfast daily, lunches paid for on Friday (and a whole array of other benefits!)
Working 40-45 hours per week, between 7am -7pm (based on UK time), Monday – Friday


Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.



IT Lab is an equal opportunities employer and is committed to attracting and retaining the best talent.


Apply Here http://bit.ly/2Pcne3R

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