Service Desk Team Lead

IT & Telecom

Overview

Lead IT support services for IRC Kenya's User Support Team

You have:

• Bachelor’s degree or equivalent experience in Information Technology (IT), Computer Science, Information Systems, or a related field is usually preferred.
• ITIL Fundamental vr4 Certification.
• 2-4 years of Technical Support Experience with knowledge/training on standard methodologies or IT frameworks, such as ITIL.
• 1-2 years of experience managing groups of 5+ related to the Service Desk industry.
• Proficiency with Microsoft Office products including Word, Outlook, PowerPoint, Project, and Excel.
• Advanced knowledge of Active Directory, network-shared printers, and drive experiences.
• Demonstrating in-depth knowledge of support experience with Office 365, Security, anti-virus tools, Azure environment, and Security.

Job Description

IRC is seeking for a dedicated lead to provide excellent IT support services at IRC Kenya, Nairobi within the User Support Team. Reporting directly to the Director User Support.

Responsibilities of the Process:

• Measure, monitor, and work to drive down incident levels.

• Monitor call queues and address backlog technically and appropriately.

• Monitor service desk performance and analyze data on important measures (e.g., first call resolution, response times, customer satisfaction) and share findings with the manager and collaborators.

• Perform Incident and Request Queue Management and assign the tickets as appropriate.

• Conduct quality evaluations of the service provided to ensure exceptional standards.

Team Monitoring:

• Work directly with the team to achieve expected performance and provide follow-up and development to team members.

• Guide, mentor, and train service desk team members by creating an environment that promotes performance, quality, empowerment, integrity, and extraordinary customer service.

• Communicate team goals and identify areas for new training or skill checks.

• Lead workforce for the team, including coverage for vacations and holidays.

• Conduct biweekly one-on-ones with each team member.

• Provide feedback and coaching sessions to the team.

• Process all disciplinary actions.

• Conduct regular check-ins and Performance Reviews.

Day-to-day Activities, but not limited to:

• Find opportunities to improve support procedures, tools, and user satisfaction, aligning service delivery with organizational goals.

• Contribute to the success of the business and assist in improving the overall customer experience within the team.

• Provide feedback to improve work performance and customer satisfaction.

• Assist management in establishing, maintaining, and continuously improving operational processes, policies, and procedures.

• Handle the most complicated customer inquiries or complaints by advancing them.

• Address advanced technical issues and work closely with IT teams to ensure that issues are resolved quickly and effectively.

• Research, resolve, and respond to complex questions received regarding blocking issues by current standards.

• Attend all operational and project (ad-hoc) related scheduled meetings as required.

• Provide timely, consistent, and high-quality support for technical issues to enhance end-user satisfaction.

• Actively participate in technicians' recruitment process.

• Conduct problem meetings to research problems, identify solutions, and document those solutions.

Requirements:

Personal Competencies

• Capacity for Planning and Organizing.

• Attitude that prioritizes the needs of the customer.

• Self-motivated, driven by achieving goals.

• Adaptability: Ability to adapt to changing circumstances or environments. Show the ability to learn from experience and improve the fitness of the learner as a competitor.

• Ability to inspire, guide, and influence the team toward achieving goals. Superb interpersonal skills are vital to interact effectively with customers and employees of all levels within the organization.

• Effective Communication skills.

• Capable of making advised, confident decisions, sometimes under pressure, while considering the team's input.

• Quick to identify and address challenges that the team may face, showing both analytical skills and creativity to find effective solutions while balancing short-term and long-term impacts.

• Recognizing and managing one's own emotions while understanding and responding to the emotions of team members, fostering a supportive environment.

• Able to manage one's own time and help the team stay on track, setting clear priorities and deadlines.

• Committed to developing team members' skills, and providing guidance, feedback, and support to help them reach their potential.

Technical Competencies:

Academic:

• Bachelor’s degree or equivalent experience in Information Technology (IT), Computer Science, Information Systems, or a related field is usually preferred.

• ITIL Fundamental vr4 Certification.

• MS 0365 Fundamentals (desirable).

• CompTIA A+ (desirable).

• HDI (Help Desk Institute) Certifications (desirable).

Experience:

• Proficiency with Microsoft Office products, including Microsoft Word, Outlook, PowerPoint, Project, and Excel.

• 2-4 years of Technical Support Experience. Knowledge/Training on standard methodologies or IT frameworks, such as ITIL (Information Technology Infrastructure Library).

• 1-2 years of experience managing groups of 5+ related to the Service Desk industry.

• Experience with the most common critical metrics.

• Advanced knowledge of Active Directory, network-shared printers, and drive experiences.

• Demonstrating in-depth knowledge of support experience with Office 365, Security, anti-virus tools, Azure environment, and Security.

Working Environment:

• The position will work in the Nairobi, Kenya Office. This is a hybrid position, a combination of the remote and in-office position.

• Standard office work environment. Ability to work as part of a geographically dispersed team. Flexibility to work extended shifts, including weekends.

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Qualifications

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Potential interview questions

Added 1 year ago - Updated 1 year ago - Source: rescue.org