Job Description

Role Overview
The IT Manager at Keen is responsible for owning, managing, and continuously improving the company's entire IT infrastructure and technology environment. This role ensures that Keen's systems are secure, reliable, scalable, and aligned with business needs, enabling teams to work efficiently and without disruption.
The IT Manager will act as the strategic and operational owner of IT, overseeing vendors, infrastructure, platforms, security, and internal IT support, while managing and developing the IT Coordinator who handles day-to-day support activities.
Role Overview
The IT Manager at Keen is responsible for owning, managing, and continuously improving the company's entire IT infrastructure and technology environment. This role ensures that Keen's systems are secure, reliable, scalable, and aligned with business needs, enabling teams to work efficiently and without disruption.
The IT Manager will act as the strategic and operational owner of IT, overseeing vendors, infrastructure, platforms, security, and internal IT support, while managing and developing the IT Coordinator who handles day-to-day support activities.
Key Responsibilities
IT Infrastructure & Network Management

• Own and manage Keen's full IT infrastructure, including networks, hardware, software, and cloud-based services.
• Manage relationships with Internet Service Providers (ISPs), ensuring stable, high-performance connectivity at all times.
• Proactively assess connectivity performance and make recommendations on ISP selection, redundancy, and failover solutions.
• Monitor and maintain network health, including switches, access points (APs), firewalls, and related infrastructure.
• Ensure uptime, performance, and reliability across all office and remote working environments.
• Maintain a comprehensive Asset Register, ensuring all hardware and software licenses are tracked, tagged, and audited regularly

Platform & Systems Ownership

• Own and administer Microsoft 365 environment including and not limited to Microsoft Intune and Microsoft Entra (Azure AD) environments.
• Ensure devices, users, and applications are correctly installed, configured, secure, and up to date.
• Manage device lifecycle processes (onboarding, offboarding, replacements, upgrades).
• Maintain system patching, updates, and compliance policies across all devices.

Vendor & Third-Party Management

• Engage, evaluate, and manage all IT vendors and service providers.
• Ensure Keen receives best-in-class solutions, coverage, and value for money.
• Negotiate contracts, manage renewals, and ensure vendors meet agreed SLAs.
• Identify opportunities to consolidate tools, improve efficiency, or reduce costs.
• Manage the IT budget (OPEX and CAPEX), tracking spend against forecasts and optimizing software licensing to prevent wastage.

Security, Compliance & Risk Management

• Own IT security best practices across the business.
• Implement and maintain security policies, access controls, and data protection measures.
• Monitor risks, vulnerabilities, and incidents, and take corrective action where required.
• Ensure compliance with relevant data protection and security standards appropriate to Keen's operations.

Day-to-Day IT Operations

• Oversee daily IT operations and ensure smooth functioning of all systems.
• Proactively identify and resolve infrastructure or system issues before they impact the business.
• Maintain documentation for systems, processes, and configurations.
• Provide escalation support for complex technical issues when required.
• Establish SLA's and implementing/managing ticket systems.]

Team Leadership & People Management

• Manage, support, and develop the IT Coordinator, who handles day-to-day IT administration and user support.
• Set clear priorities, workflows, and performance expectations for the IT function.
• Coach and upskill the IT Coordinator to improve service delivery and technical capability.
• Implement or refine IT support workflows (ticketing systems) to track response times, identify recurring issues, and measure service performance.

Strategy & Continuous Improvement

• Develop and maintain Keen's IT roadmap aligned with business growth and strategy.
• Recommend and implement improvements to systems, tools, and infrastructure.
• Ensure IT can scale with the business as Keen grows.
• Partner with leadership to understand operational needs and translate them into IT solutions.

Requirements
Required Skills & Experience

• Proven experience in an IT Manager, IT Lead, or similar role.
• Strong knowledge of networking concepts (switches, APs, firewalls, ISPs, redundancy).
• Hands-on experience with Microsoft Intune and Microsoft Entra (Azure AD).
• Experience managing vendors and third-party service providers.
• Solid understanding of IT security, device management, and access control.
• Proven experience in desktop support for Microsoft Windows, Apple Mac, Android and iOS devices.
• Experience managing or mentoring junior IT staff.
• Strong problem-solving and troubleshooting skills.
• Ability to balance strategic thinking with hands-on execution.

Nice-to-Have / Advantageous

• Experience in a creative, digital, or agency environment.
• Exposure to cloud-first or hybrid IT environments.
• Experience with IT budgeting and cost optimisation.
• Familiarity with remote and hybrid workforce setups.

Key Competencies & Behaviours

• Ownership and accountability for outcomes.
• Proactive and solution-oriented mindset.
• Strong communication skills, able to translate technical concepts for non-technical teams.
• Calm, structured, and reliable under pressure.
• Continuous improvement and growth mindset.

Reporting Line

• Reports to: [Insert Role - e.g. Head of Operations / COO / Managing Director]
• Manages: IT Coordinator

Success in This Role Looks Like

• Minimal downtime and reliable IT systems across the business.
• Secure, well-managed devices and platforms.
• Proactive IT improvements that support team productivity.
• Strong vendor partnerships and cost-effective IT solutions.
• A well-supported and high-performing internal IT function.

Benefits

• Competitive full-time compensation

• Collaborative office space and culture
• Medical allowance
• Exposure to a fast-growing global client in the SaaS/tech space
• Birthday leave + professional development budget
• Join a supportive, resourceful, and global team that values action, clarity, and empathy

This is a full-time position working from 3:00 pm to 12:00 am SAST. This is an in-office role, based at our Wembley Square, Cape Town location. Reliable commuting to and from the office is required.

Skills Required