Service Desk Team Lead

Service Desk Team Lead – Help Desk Support Position at IRC Kenya

Entry Level Help Desk Careers to Senior Leadership Opportunity

The International Rescue Committee (IRC) is seeking an experienced Service Desk Team Lead to manage their IT support operations in Nairobi, Kenya. This hybrid position combines remote work flexibility with on-site leadership responsibilities.

About IRC’s Service Desk Operations

Founded in 1933, IRC operates globally in over 40 countries, providing humanitarian aid and support. Their IT service desk plays a crucial role in maintaining operational efficiency across their mission-critical work.

Work From Home IT Support Opportunities

This hybrid role offers:

• – Flexible work arrangements combining remote and office-based schedules
• – Leadership of a dynamic help desk team
• – Opportunity to impact global humanitarian operations

Service Desk Analyst Leadership Responsibilities

Team Management

• – Guide and mentor service desk team members
• – Conduct performance reviews and training sessions
• – Manage workforce scheduling and coverage
• – Lead quality assurance initiatives

Technical Oversight

• – Monitor and optimize service desk metrics
• – Manage incident response and request queues
• – Implement service improvement initiatives
• – Coordinate with global IT teams

Front Desk Operations & Requirements

Required Qualifications

• – Bachelor’s degree in IT, Computer Science, or related field
• – ITIL Fundamental v4 Certification
• – 2-4 years technical support experience
• – 1-2 years managing 5+ team members
• – Proficiency in Microsoft Office 365 suite

Technical Competencies

• – Advanced knowledge of Active Directory
• – Experience with Azure environments
• – Security and anti-virus tools expertise
• – Network and printer management skills

Working Environment & Benefits

• – Location: Nairobi, Kenya
• – Work Type: Hybrid arrangement
• – Hours: Full-time with flexible scheduling
• – Competitive salary in Kenyan Shillings

Application Process

Qualified candidates interested in this front desk management position should apply through IRC’s career portal. This role offers significant growth potential within IRC’s global IT operations.

IRC is an equal opportunity employer committed to creating a diverse and inclusive work environment.