Assistant Manager – Service Desk

Kenya Revenue Authority is Hiring an Assistant Manager – Service Desk

Are you looking for job opportunities in Kenya Revenue Authority (KRA)? KRA is inviting qualified professionals to apply for the position of Assistant Manager – Service Desk. This is a permanent and pensionable role, subject to successful completion of a six-month probationary period. If you’re passionate about IT support, service delivery, and want to contribute to one of Kenya’s most respected public institutions, this career opportunity might be for you.

About the Role

The Assistant Manager – Service Desk will play a critical role in managing shared services, ensuring fulfillment of service requests, and supporting central IT planning. The position reports directly to the Manager – Service Desk and requires a proactive, innovative, and detail-oriented professional with strong leadership skills.

Job Responsibilities

Main Duties and Key Responsibilities:

• Define incident and service request classification systems for consistent handling and trend analysis.
• Gather and report system disruption/resumption data via hotspot reports and internal communication.
• Review and enhance KPIs, processes, and procedures to ensure continual improvement.
• Collaborate across departments to ensure IT service requests are effectively managed and resolved.
• Generate monthly trend and performance reports including SLA compliance and KPI achievements.
• Promote continuous improvement and mentorship within the Service Desk unit.
• Ensure effective coordination between service desk staff and management while setting performance goals and maintaining internal standards.
• Ensure compliance with ISO 9001:2015 and ISO 27001:2013, as well as data security protocols.

Job Requirements

Minimum Qualifications:

• Bachelor’s Degree in Computer Science, ICT, Business IT, Computer Forensics, Intelligence Management or a relevant equivalent qualification from a recognized institution.
• At least 4 years of relevant work experience, with a minimum of 1 year in a supervisory position.
• Experience with Windows Active Directory, GPO creation and deployment.
• Working knowledge of automation tools like MS SharePoint, SCCM, SCOM, or IBM ITSM.

Preferred Certifications:

• Microsoft SharePoint Administration
• Project Management (Prince2, PMP, or MCSE)
• CompTIA A+, N+
• Membership to a relevant professional body (where applicable)
• Completion of a Management Course (minimum 4 weeks) from a recognized institution

Technical Skills Required:

• Help Desk support, ticketing systems, and VPN client experience
• VDI implementation and administration
• LAN troubleshooting and IT support
• Asset tracking, procurement and vendor management
• Security and data governance best practices
• Asset reporting, analytics, and lifecycle management

Key Competencies:

• Innovative Thinking and Adaptability
• Strong Organizational and Problem-Solving Skills
• Customer-Centric Mindset
• Professionalism, Integrity, and Ethical Judgement
• Resilience in high-pressure environments

Why Join Kenya Revenue Authority?

KRA is one of the top employers in Kenya, known for its structured work environment, training opportunities, and long-term career growth. This opportunity to join the organization as an Assistant Manager opens doors to meaningful public service and a solid career path.

How to Apply for KRA Careers

Application Procedure:

1. Visit the KRA e-recruitment portal.
2. Click on the “Register” button and follow the instructions. A confirmation email will be sent to your email address.
3. After confirming your email, log in to your account and complete your profile in the “Applicant Cockpit”.
4. Navigate to the “Employment Opportunities” tab to view open job vacancies at KRA.
5. Select the “Assistant Manager – Service Desk” position and click “Apply”.
6. Ensure all mandatory fields are completed and submit your application by clicking “Send Application Now”.

Important Notes:

• Only complete applications submitted via the official KRA portal will be considered.
• Kenya Revenue Authority does not charge any fees at any stage of the recruitment process.
• If you encounter technical issues during registration or login, contact [email protected].

Explore More Job Opportunities at KRA

If you’re looking for Kenya Revenue Authority job opportunities, KRA careers, or latest KRA job vacancies, visit the official KRA careers portal regularly for updated listings. Whether you’re an IT professional, finance expert, or administrative talent, KRA offers diverse career paths across various departments.

Start Your Career Journey with KRA Today

Make a difference in Kenya’s tax and revenue landscape by joining a high-impact institution. Apply now for the Assistant Manager – Service Desk role and take the next step in your professional growth with KRA.