2,280 Helpdesk Lead jobs in Kenya

• Lead and manage a remote team of customer service and helpdesk agents.
• Oversee daily operations of the customer support helpdesk, ensuring efficiency and effectiveness.
• Monitor and manage incoming support tickets, ensuring timely resolution and adherence to SLAs.
• Provide guidance and support to team members, resolving complex customer issues.
• Develop and deliver training programs for new and existing support staff.
• Analyze customer feedback and support data to identify areas for improvement.
• Implement and refine customer support processes and policies.
• Ensure high levels of customer satisfaction through excellent service delivery.
• Prepare and present regular reports on team performance and customer support metrics.
• Foster a positive and collaborative remote team environment.

• Proven experience in a customer service leadership or helpdesk management role.
• Strong understanding of customer service principles and best practices.
• Experience with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent leadership, coaching, and team management skills.
• Exceptional problem-solving and conflict resolution abilities.
• Outstanding verbal and written communication skills.
• Ability to work independently and manage a remote team effectively.
• Strong organizational and time management skills.
• Experience in creating training materials and conducting training sessions.
• Bachelor's degree in a relevant field or equivalent experience.

• Lead and manage a remote customer service and helpdesk team.
• Oversee daily helpdesk operations, ensuring efficient ticket management and resolution.
• Develop and implement customer service policies, procedures, and quality standards.
• Train, coach, and mentor helpdesk agents to enhance their performance and skills.
• Monitor team performance metrics and SLAs, providing regular feedback and reports.
• Handle escalated customer inquiries and technical issues with professionalism and efficiency.
• Analyze support trends and identify areas for process improvement.
• Collaborate with other departments to resolve complex customer issues.
• Ensure the effective use of helpdesk software and tools.
• Foster a positive and customer-centric team environment.

• Bachelor's degree in Business Administration, Communications, or a related field; relevant certifications are a plus.
• Minimum of 5 years of experience in customer service or helpdesk support, with at least 2 years in a supervisory or leadership role.
• Proven experience managing remote support teams.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Strong analytical and problem-solving abilities.
• Ability to work independently and effectively in a remote environment.
• Customer-focused with a passion for delivering exceptional service.
• Excellent organizational and time management skills.

• Lead, train, and mentor a team of remote customer service and helpdesk agents.
• Oversee the daily operations of the customer support center, ensuring efficient ticket management and resolution.
• Develop and implement customer service policies and procedures to enhance customer satisfaction.
• Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Analyze customer feedback and identify areas for service improvement.
• Handle escalated customer issues, providing timely and effective resolutions.
• Create and maintain a comprehensive knowledge base of product information and troubleshooting guides.
• Collaborate with other departments (e.g., Product Development, Sales) to address customer issues and provide feedback.
• Ensure adherence to service level agreements (SLAs) for all support channels.
• Conduct regular team meetings and performance reviews for remote agents.
• Utilize CRM and helpdesk software to track customer interactions and manage support workflows.
• Identify training needs for the support team and develop appropriate training programs.
• Contribute to the continuous improvement of support processes and tools.

• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in customer service or helpdesk support, with at least 2 years in a supervisory or leadership role.
• Proven experience managing and motivating remote teams.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and critical thinking abilities.
• Proficiency in using helpdesk software (e.g., Zendesk, Freshdesk, ServiceNow) and CRM systems.
• Familiarity with various communication channels (phone, email, chat, social media).
• Ability to work independently, manage time effectively, and handle multiple priorities in a remote setting.
• Customer-centric mindset with a passion for delivering outstanding service.
• Experience in developing training materials and conducting virtual training sessions.
• Adaptability and ability to thrive in a fast-paced, remote work environment.

• Lead and manage a remote customer service and helpdesk team, providing guidance and support.
• Develop and implement efficient customer support processes, workflows, and service level agreements (SLAs).
• Monitor team performance and individual agent productivity, providing regular feedback and coaching.
• Ensure prompt and accurate resolution of customer inquiries, issues, and technical problems via multiple channels.
• Manage the utilization and effectiveness of customer support software and ticketing systems.
• Train new and existing team members on product knowledge, support procedures, and customer service best practices.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with other departments to address recurring issues and enhance product/service offerings.
• Develop and maintain comprehensive knowledge base articles and FAQs for customers and internal use.
• Handle escalated customer issues and ensure their satisfactory resolution.
• Stay updated on industry trends in customer service and helpdesk management.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 6 years of experience in customer service or helpdesk support, with at least 3 years in a leadership or supervisory role.
• Proven experience managing remote customer service teams and operations.
• Strong understanding of customer support principles, methodologies, and best practices.
• Proficiency with helpdesk software (e.g., Zendesk, ServiceNow) and CRM systems.
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Ability to motivate and manage a remote team effectively.
• Strong organizational and time management skills, with the ability to prioritize tasks in a remote environment.
• A passion for delivering outstanding customer experiences.
• While the role is remote, familiarity with the customer base and technical support needs within the Kisumu, Kisumu, KE region would be beneficial.

• Lead, mentor, and manage a remote team of customer service representatives and helpdesk agents.
• Develop and implement comprehensive customer support policies, procedures, and SLAs.
• Oversee daily operations of the helpdesk, ensuring efficient ticket management and prompt issue resolution.
• Train new team members on products, services, support tools, and customer service best practices.
• Monitor and analyze key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores (CSAT), and first contact resolution (FCR).
• Identify trends in customer inquiries and issues, recommending and implementing solutions to improve product and service offerings.
• Act as an escalation point for complex customer issues, providing advanced troubleshooting and resolution.
• Collaborate with other departments (e.g., Product, Engineering, Sales) to address systemic customer issues and improve the overall customer experience.
• Develop and maintain a comprehensive knowledge base for internal and external use.
• Conduct regular team meetings and one-on-one performance reviews to foster engagement and professional development.
• Ensure adherence to all company policies and data privacy regulations.
• Continuously seek opportunities to enhance the customer support experience and team efficiency.

• Lead and manage a remote team of customer service and helpdesk representatives.
• Oversee the resolution of escalated customer technical issues and inquiries.
• Develop and implement customer support policies and procedures.
• Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
• Train and mentor helpdesk staff on technical issues and customer service best practices.
• Maintain and improve knowledge base articles and troubleshooting guides.
• Collaborate with engineering and product teams to address recurring issues.
• Ensure adherence to service level agreements (SLAs).
• Analyze support data to identify trends and recommend process improvements.
• Manage helpdesk software and tools to optimize efficiency.

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• Minimum of 5 years of experience in customer service and technical support, with at least 2 years in a leadership role.
• Proven experience managing remote support teams.
• Strong technical troubleshooting skills across various hardware and software platforms.
• Excellent understanding of helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
• Proficiency in CRM systems and customer service methodologies.
• Strong analytical and problem-solving skills.
• Exceptional communication, interpersonal, and leadership abilities.
• Ability to work independently and manage priorities effectively in a remote setting.
• ITIL certification is a plus.

Standort
Dresden

Jobkategorie
IT-Service

Fachgebiet
IT-Support

Geschäftsbereich
ITK

Karrierelevel
Berufseinsteiger/Absolvent

Professional

Zeitmodell
Teilzeit, Vollzeit

Vertrag
unbefristet

PDF zum Download

Das erwartet dich

• Annahme telefonischer Meldungen sowie von E-Mails und Erstellung von Tickets aus diesen in unserem Ticketsystem
• Qualifizierung von erstellten und direkt über das Ticketsystem erhaltenen Tickets hinsichtlich Tickettyp, Dringlichkeit und Verantwortlichkeit
• Lösung technischer Probleme im First-Level-Support oder Klassifizierung von Anfragen vor der Zuweisung in Teams des Second-Level-Support
• proaktiver Kundensupport aus Monitoring-Systemen
• Verwaltung und Ausgabe von technischen Ressourcen

Das bringst du mit

• erfolgreich abgeschlossene Berufsausbildung im IT – Bereich und / oder mindestens 2-jährige Berufserfahrung im IT-Service Desk
• erste Erfahrung in der telefonischen Kundenbetreuung und der Arbeit mit Ticketsystemen sind wünschenswert
• idealerweise Erfahrungen mit Netzwerken (Routing & Switching), Microsoft-Betriebssystemen oder Linux-Betriebssystemen und Erfahrungen mit marktüblicher Hard- und Software
• gute analytische Fähigkeiten, hohe Eigenorganisation, kundenorientiertes Denken und Handeln sowie verbindliches Auftreten
• Belastbarkeit, Flexibilität, Teamgeist
• gute Kommunikationsfähigkeiten und sicheres Ausdrucksvermögen in Deutsch und idealerweise auch in Englisch
• ständige Weiterbildungsbereitschaft
• Bereitschaft zu Schicht – und Wochenenddiensten

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world's largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you're a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.

Job Overview/Summary:
In the Global Service Desk Manager
role you will be at the forefront of driving IT support across multiple regions, ensuring exceptional service delivery. This role offers you the chance to lead a diverse and ambitious team, fostering a culture of collaboration and accountability. Your ability to successfully to provide top-notch customer service will be crucial in maintaining IRC's esteemed reputation in providing help to our clients.

Major Responsibilities
People Management

• Manage daily operations, and provide leadership, direction, and guidance to the team across regions globally. This includes hiring, training, scheduling, and evaluating performance.
• Develop a culture of accountability, ensuring roles and responsibilities are clearly defined and met.
• Identify skills gaps and coordinate training programs, cross-training initiatives, and upskilling opportunities to ensure team readiness and continuous growth.
• Coordinate with the Director of User Services, managing team resources emphasizing talent development, coaching, training, and team morale.
• Ensure that customer inquiries and issues are resolved promptly and professionally, following established procedures and standards.
• Manage staffing levels, shift coverage, and on-call schedules to ensure support coverage and service continuity across time zones.
• Foster a positive team culture by promoting open communication, collaboration, and recognition, while addressing morale or workload concerns promptly.
• Participate in hiring processes, onboarding new staff, and ensuring new team members are equipped with the tools, knowledge, and support needed to succeed.
• Ensure team objectives align with broader IT and business strategies, and track progress toward departmental KPIs and service excellence benchmarks.

Processes

• Drive process improvement by finding opportunities in workflow areas and work with others to implement change.
• Track key metrics to improve team efficiency and customer satisfaction, while leading initiatives to close performance gaps.
• Facilitate global Tech Support meetings to resolve recurring issues and drive continuous improvement.
• Track and analyze key performance metrics (e.g., SLA adherence, ticket volume trends, resolution times)
• Develop and execute action plans to address recurring issues, reduce ticket backlog, and streamline support processes through automation and standardization.
• Organize and lead regular problem-solving sessions with global Technical Support teams to align practices, resolve systemic issues, and promote knowledge sharing.
• Document and refine support procedures for unified support, and in compliance with ITIL.
• Support the rollout of new tools, processes, and policies by planning communication, training, and adoption strategies across regional teams.

Support

• Provide Tier 2 and Tier 3 technical support and solve complex and escalated issues across hardware, software and network environments, ensuring minimal disruption to end users.
• Act as the primary escalation point for critical incidents and blocking issues, ensuring timely resolution and clear communication with users, stakeholders, and partners.
• Deliver high-touch, white-glove support to senior leadership, especially in handling high-priority incidents, outages, or critical technical concerns.
• Work closely with infrastructure, security, applications, and service delivery teams to ensure system stability, continuous improvement, and alignment of support processes.
• Monitor, triage and coordinate responses to urgent tickets, service outages, and security-related incidents in collaboration with internal IT teams and external vendors.
• Support cross-team projects and implementation of IT initiatives and strategies, such as security enhancements, rollouts, infrastructure changes, and other tasks as determined by management.
• Ensure a high level of customer satisfaction by addressing concerns promptly, following up on resolutions, and maintaining transparent communication throughout the support process.
• Identify support process gaps and drive initiatives to improve response times, resolution quality, and knowledge documentation.

Administration

• Track KPIs across global regions and identify trends or anomalies.
• Provide executive summaries and insights for leadership.
• Support team communication by preparing reports and publishing regular newsletters for the Helpdesk team
• Assist with budgeting for tools, software, training, and staffing needs.
• Oversee onboarding processes for new Helpdesk staff globally.
• Track and schedule regular training sessions or certifications for the team.
• Ensure alignment to ITIL, SOPs, or other applicable service management frameworks.
• Support audit preparation by providing relevant documentation and records.
• Create and maintain global shift schedules to ensure continuous coverage.
• Track time-off requests, holidays, and coverage planning.
• Support coordination and documentation of major incident responses.
• .Lead the creation of comprehensive technical and user-friendly public-facing documentation to enhance customer self-help capabilities, streamline processes, and ensure consistency in service delivery.

Key Working Relationships
Position Reports to:
Director User Services

Position directly supervises:
Yes

Indirect Reporting:
N/A

Other Internal And External Contacts
The team lead will work independently and in a team setting daily. They will interact with vendors as needed.

Internal:
Team Leads, Technicians, System Engineers, Desktop Engineers, Network Engineers, Project Managers

External:
Vendors: Phone Vendor, Printer Vendor, MAC Support, Microsoft Support, and others as needed.

Job Requirements

• Education: Bachelor's degree in computer science, information technology, or a related field, or equivalent work experience.
• Five years of demonstrable experience in IT support, including at least two years in a supervisory or managerial role. Ideally, this experience should have been gained in organizations with over 1,000 users across multiple locations.
• Certificates or Licenses: ITIL Foundation, Administering Windows Server Hybrid Core Infrastructure (AZ-900),

Azure Fundamentals (AZ-800), CompTIA A+, CompTIA Network+
Work Experience

• Skilled in applying and running the ServiceNow ticketing system, including performance reporting, issue management, staff usage, and workflow process automation.
• Comprehensive knowledge of using Azure, O365 Administration, ADManager, Security, antivirus tools, etc.
• Proficient with services and products such as Microsoft Office 365, Windows 11, Mac OS, and PowerBI Pro.
• Good understanding of ITIL Service Management principles and practices.
• Ability to create and analyze metrics and statistics to identify trends.
• Experience in mentoring and handling meaningful discussions with calmness and clarity; ability to handle stressful environments.
• Solid skills in documentation, organization, and time management.
• Must be dedicated and know when to seek guidance; attention to detail is crucial.
• Flexibility, agility in changing priorities quickly, and capability to manage multiple tasks.
• Superb communication and interpersonal abilities, and ability to communicate effectively with both technical and non-technical audiences.
• Capability to continuously learn new technologies and apply them to meet customer needs.
• Proficiency in working autonomously while also engaging with colleagues across functions within a team.
• Stay updated on technology trends, developments, and standard methodologies.
• Audiovisual equipment support experience, including platforms like Zoom and Microsoft Teams.

Working Environment
:
This is hybrid position. Standard office work environment. Ability to work as part of a geographically dispersed team. Flexibility to work shifts, occasional work on weekends.

Compensation
(
Pay Range: US based $111,686 - $21,377 or Nairobi based ( 481,950- 567,000
Kenyan Shilling
) Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience, and skills relative to the defined job requirements.

Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.

Cookies:

Compensation: Posted pay ranges apply to US-based candidates. Ranges are based on various factors including the labor market, job type, internal equity, and budget. Exact offers are calibrated by work location, individual candidate experience and skills relative to the defined job requirements.

US Benefits: We offer a comprehensive and highly competitive set of benefits. In the US, these include: 10 sick days, 10 US holidays, 20-25 paid time off days depending on role and tenure, medical insurance starting at $1 3 per month, dental starting at 6.50 per month, and vision starting at 5 per month, FSA for healthcare and commuter costs, a 403b retirement savings plans with immediately vested matching, disability & life insurance, and an Employee Assistance Program which is available to our staff and their families to support counseling and care in times of crisis and mental health struggles.

Equal Opportunity Employer: IRC is an Equal Opportunity Employer. IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status, disability or any other characteristic protected by applicable law.

• Lead, train, and mentor a team of customer service representatives.
• Manage and resolve escalated customer inquiries and complaints.
• Monitor team performance and service level agreements (SLAs).
• Implement and improve customer service processes and workflows.
• Ensure high levels of customer satisfaction and service quality.
• Provide direct customer support as needed.
• Analyze customer feedback to identify trends and areas for enhancement.
• Collaborate with other departments to resolve customer issues effectively.
• Foster a positive and productive team environment.

• Proven experience in customer service or helpdesk roles, with at least 1-2 years in a leadership capacity.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in CRM systems and helpdesk ticketing software.
• Ability to motivate and guide a team towards achieving goals.
• Customer-centric mindset and commitment to service excellence.
• Familiarity with service management best practices.
• Ability to work effectively in a team and manage multiple priorities.
• High school diploma or equivalent required; further education or certifications are a plus.