Technical Operations Manager

iStore Business is an Apple Premium Business Partner and end-to-end IT solutions provider. We deliver technology that works for businesses — and the people who drive them. From device procurement and zero-touch deployment to fully managed Apple platform services, we enable mid-to-large enterprises across Financial Services, Healthcare, Education, and Creative industries to scale, innovate, and operate with confidence.

Our team combines deep Apple ecosystem expertise with enterprise-grade service delivery, partnering with clients as a trusted extension of their IT function.

Role Purpose

The Technical Operations Manager is responsible for the day-to-day leadership and performance of iStore Business’s managed services and technical operations function. This role ensures that Apple platform services are delivered to clients at consistently high standards, that operational processes are scalable and efficient, and that the technical team is equipped, motivated, and aligned to business objectives.

This is a hands-on leadership role that bridges technical execution with operational strategy — ideal for someone who thrives at the intersection of Apple technology, service delivery, and team management.

Key Responsibilities

Service Delivery & Operations

• Own and manage the end-to-end delivery of Apple managed services across the client portfolio, ensuring SLA compliance and client satisfaction
• Oversee device lifecycle management including procurement coordination, zero-touch enrolment (Apple Business Manager), MDM deployment (Jamf Pro / Microsoft Intune), and ongoing support
• Monitor service performance dashboards, identify trends, and drive continuous improvement initiatives
• Manage incident escalation, root cause analysis, and problem resolution to minimise client impact
• Coordinate scheduled maintenance, patching, and security updates across managed environments

Team Leadership & Development

• Lead, mentor, and develop a team of technical engineers and support specialists
• Define clear roles, responsibilities, and performance targets; conduct regular performance reviews
• Build a culture of accountability, technical excellence, and client-first thinking
• Identify skills gaps and coordinate training, certifications, and professional development (Apple, Jamf, Microsoft, ITIL)
• Manage team capacity planning and resource allocation across projects and BAU operations

Process & Systems Optimisation

• Design, document, and refine operational processes, runbooks, and standard operating procedures
• Implement and optimise ITSM tooling (ticketing, asset management, monitoring, reporting)
• Drive automation of repetitive tasks to increase efficiency and reduce human error
• Ensure operational readiness for new client onboarding and service transitions
• Maintain accurate asset registers, configuration management databases, and client documentation

Client Engagement & Commercial Awareness

• Serve as a senior technical point of contact for key managed service clients
• Participate in regular service reviews with clients, presenting performance data and improvement plans
• Collaborate with the sales and solutions team to scope new managed service engagements and provide accurate effort estimates
• Identify upsell and cross-sell opportunities within the existing client base
• Contribute to proposals, RFP responses, and technical due diligence for prospective clients

Security, Compliance & Risk

• Ensure all managed environments adhere to security best practices and client compliance requirements
• Support clients in meeting regulatory standards relevant to their industry (POPIA, FICA, HPCSA, PAIA)
• Maintain and test business continuity and disaster recovery procedures
• Coordinate vulnerability assessments and remediation with internal and external security teams

Requirements

Qualifications & Experience

• Relevant degree or diploma in Information Technology, Computer Science, or related field
• Minimum 5–7 years of experience in IT operations or managed services, with at least 2 years in a leadership or management capacity
• Demonstrable experience managing Apple device fleets in enterprise environments (macOS, iOS, iPadOS)
• Strong working knowledge of Apple Business Manager, Jamf Pro, and/or Microsoft Intune for Apple device management
• Experience with ITSM frameworks (ITIL) and service delivery in an MSP or enterprise context
• Proven track record of managing SLA-bound service contracts and client relationships

Technical Competencies

• Deep understanding of the Apple ecosystem: macOS, iOS, iPadOS, Apple silicon, Apple Business Manager, Volume Purchase Programme
• Proficiency with MDM platforms: Jamf Pro (preferred), Microsoft Intune, Mosyle, or Kandji
• Working knowledge of Microsoft 365 administration, Azure AD / Entra ID, and identity management
• Familiarity with endpoint security solutions, zero-trust architecture principles, and network fundamentals
• Experience with scripting and automation (Bash, Python, or Swift for macOS management)
• Understanding of cloud infrastructure concepts (AWS, Azure, or GCP)

Leadership & Soft Skills

• Strong people management skills with a track record of building and developing high-performing technical teams
• Excellent communication and presentation skills — comfortable engaging with C-suite executives and technical engineers alike
• Analytical and mindset; able to translate operational metrics into actionable improvements
• Calm and decisive under pressure; experienced in managing major incidents and client escalations
• Commercial awareness — understands how technical operations contribute to business growth and profitability

Advantageous

• Apple Certified Support Professional (ACSP) or Apple Certified IT Professional (ACITP) certification
• Jamf Certified Administrator (JCA) or Jamf Certified Expert (JCE)
• ITIL Foundation or ITIL Managing Professional certification
• Experience working with clients in Financial Services, Healthcare, Education, or Creative industries
• Familiarity with Addigy, Mosyle, or other Apple-focused management tools
• Experience with configuration-as-code or infrastructure-as-code practices
• Prior experience at an Apple Premium Partner, Apple Authorised Reseller, or Apple-focused MSP