Service Desk Team Lead at IRC

Job ID: req56856
Location: Nairobi, Nairobi Municipality
Country: Kenya
Category: Operations & Administration Support
Employee Category: Fixed Term
Job Type: Full-time
Work Arrangement: Hybrid
Open To Expatriates: No
Currency: Kenyan Shilling
Compensation: Monthly

About IRC:

The International Rescue Committee (IRC) is one of the world’s largest humanitarian organizations, dedicated to helping people affected by conflict and disaster rebuild their lives. Since its founding in 1933 by Albert Einstein, IRC has provided essential services to vulnerable communities across more than 40 countries and 29 U.S. cities. IRC works to restore health, safety, education, and economic well-being to people devastated by crises, helping them reclaim control over their futures and strengthen their communities.

We are committed to offering solutions-driven, compassionate support that ensures lasting impact. Our employees work with resilience, innovation, and a sense of purpose to bring hope, dignity, and safety to millions worldwide. If you’re a passionate changemaker ready to make a difference, come join us at IRC.

Position Overview:

IRC is seeking a dedicated Service Desk Team Lead to oversee the day-to-day operations of the User Support Team in Kenya, Nairobi. The role will focus on providing high-quality IT support services to all IRC staff and ensuring that the Service Desk team operates smoothly and effectively. Reporting directly to the Director of User Support, this position is crucial in maintaining operational performance and service standards.

As a Service Desk Team Lead, you will have a key role in improving service delivery, mentoring team members, and managing incident and request queues. The position also involves ensuring a high standard of customer service and effective IT issue resolution.

Key Responsibilities:

Service Desk Management:

• Measure and monitor incident levels to drive improvements and reduce recurring issues.

• Monitor and manage service desk queues, addressing backlogs and ensuring timely responses.

• Oversee service desk performance, including tracking key metrics like first call resolution, response times, and customer satisfaction, while regularly communicating findings to the team and management.

• Perform effective Incident and Request Queue Management by appropriately assigning tickets and prioritizing tasks.

Team Monitoring and Development:

• Directly oversee and guide the team to achieve performance goals, providing follow-up and mentoring as needed.

• Create an environment that promotes performance, quality, empowerment, and extraordinary customer service.

• Conduct biweekly one-on-one meetings with team members to monitor progress, provide feedback, and address challenges.

• Offer coaching sessions, focusing on individual and team development while ensuring team members have the skills necessary to meet goals.

• Handle disciplinary actions and manage performance reviews, ensuring a productive and positive work atmosphere.

Operational Excellence:

• Identify opportunities for improving IT support procedures, tools, and workflows, aligning service delivery with IRC’s strategic goals.

• Actively contribute to the business’s success by improving customer experience and identifying areas for enhancement in service delivery.

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

• Handle complex customer inquiries or complaints and escalate them as needed, ensuring resolution and customer satisfaction.

• Collaborate with IT teams to resolve advanced technical issues promptly and effectively.

• Organize and participate in regular operational and ad-hoc project meetings.

Recruitment and Problem Resolution:

• Support the recruitment process for technicians and service desk staff, ensuring the right fit for the team.

• Lead problem meetings to identify, research, and resolve operational challenges, ensuring the team has the necessary support to succeed.

Required Qualifications:

Personal Competencies:

• Strong capacity for planning and organizing work efficiently.

• Customer-centric attitude with a focus on delivering excellent service.

• Self-motivated and goal-driven, with a passion for team success.

• Adaptability to changing environments and the ability to learn from experience.

• Strong interpersonal and communication skills, able to work well with colleagues at all levels.

• Capable of making informed, confident decisions, particularly under pressure.

• Analytical mindset with the creativity to find solutions to challenges.

• Strong time-management skills and the ability to meet deadlines while balancing short- and long-term goals.

• A commitment to developing team members’ skills through ongoing feedback and guidance.

Technical Competencies:

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

• Certifications:

  • ITIL Foundation v4 Certification.

  • MS 0365 Fundamentals (desirable).

  • CompTIA A+ (desirable).

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

• Experience:

  • Proficiency in Microsoft Office products (Word, Excel, Outlook, PowerPoint, Project).

  • 2-4 years of experience in technical support, with knowledge of best practices in IT frameworks like ITIL.

  • 1-2 years of experience leading teams of 5+ people in a service desk environment.

  • Experience with key performance metrics such as first-call resolution and incident management.

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

  • Familiarity with support tools and technologies like Office 365, Azure, and Security/Antivirus tools.

Working Environment:

• This is a hybrid position based in Nairobi, Kenya with a combination of remote and in-office work.

• Standard office work environment with a collaborative team.

• Flexibility to work extended shifts, including weekends, depending on the needs of the organization.

Commitment to Diversity, Equity, and Inclusion:

IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity, and respect. We prohibit and will not tolerate discrimination, harassment, retaliation, or bullying of any kind. IRC aims to increase the representation of women, people from the communities we serve, and those who identify with underrepresented races and ethnicities.

How to Apply:

If you are passionate about IT support and are looking to take on a leadership role in a dynamic, international environment, apply for the Service Desk Team Lead position at IRC Kenya. This is a fantastic opportunity to make an impact and contribute to IRC’s mission of providing life-saving services across the globe.

For more information and to apply, visit the IRC job listing here.

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