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Mid-level Computers, software development and services Jobs in Ngong, Kenya
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CloudFactory , Network International, NTT Limited, Tezza Business Solutions, The Jitu.comProfession (Computers, software development and services, Mid-level)
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Seniority (Computers, software development and services)
© Fuzu Ltd
Influx. Inc
Computers + 1 more
Description
Key Responsibilities
Lead & Develop the Team
- Lead, coach and develop a team of Modern Workplace support representatives.
- Manage rosters, workload allocation and coverage across multiple clients.
- Set clear performance expectations and support team members in achieving them.
- Run regular 1:1s, coaching sessions and team meetings.
- Step in on escalations and complex customer issues when needed.
Manage Clients & Service Delivery
- Act as a key day-to-day contact for assigned clients.
- Build strong relationships with both technical and non-technical stakeholders.
- Communicate clearly about incidents, trends, risks and service improvements.
- Help ensure client SLAs and service expectations are consistently met.
Drive Quality & Improvement
- Monitor service performance, including SLAs, CSAT, ticket trends and quality scores.
- Conduct quality reviews and use findings to coach and improve the team.
- Identify recurring issues, process gaps and opportunities to improve how support is delivered.
- Champion practical improvements across processes, tooling, automation and knowledge management.
Provide Technical Oversight
- Maintain a solid working knowledge of Microsoft 365, Intune, Entra ID, Exchange Online, Teams and Windows environments.
- Review escalated technical issues and guide the team through troubleshooting.
- Support incident management and post-incident reviews.
Requirements & Qualifications
- 2+ years’ experience in a team lead, supervisor or similar role within IT support, service desk or managed services.
- 3+ years’ hands-on IT support experience, ideally within a Modern Workplace environment.
- Working knowledge of Microsoft 365, Intune, Entra ID, Exchange Online and Teams.
- Experience managing workload, coverage and priorities across a support team.
- Strong communication skills and the ability to work confidently with both technical and non-technical stakeholders.
- Experience coaching, developing and performance-managing team members.
- Strong organisational skills and the ability to manage multiple clients and priorities.
- A continuous-improvement mindset — you naturally look for ways to make processes simpler, smarter and more effective.
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