147 IT Services jobs in Kenya

Our client, a rapidly expanding tech company, is seeking an experienced and dynamic Customer Support Team Lead to manage their remote customer service and helpdesk operations. This position is critical for ensuring exceptional customer satisfaction by leading a team of support specialists, optimizing support processes, and resolving complex customer issues. You will be responsible for overseeing daily support activities, providing guidance and training to your team, and ensuring timely and effective resolution of customer inquiries via phone, email, and chat. Key responsibilities include monitoring team performance, setting KPIs, and conducting regular performance reviews. You will also be instrumental in developing and maintaining support documentation, knowledge bases, and troubleshooting guides. Escalation management and proactive problem-solving are essential to address challenging customer situations. You will collaborate with product development and engineering teams to identify and resolve product bugs or usability issues, providing valuable customer feedback. The ideal candidate will possess a Bachelor's degree in a relevant field or equivalent practical experience. A minimum of 5 years of experience in customer support or helpdesk roles, with at least 2 years in a supervisory or team lead capacity, is required. Proven experience with CRM systems (e.g., Salesforce, Zendesk) and ticketing platforms is mandatory. Strong understanding of IT support principles and troubleshooting methodologies is essential. Excellent leadership, communication, coaching, and problem-solving skills are paramount. You should be adept at motivating and developing a remote team, managing workload effectively, and maintaining high standards of service quality. Experience in the SaaS industry is a significant advantage. Join our innovative, remote-first organization and play a pivotal role in delivering outstanding customer experiences.

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Managed Services Client Delivery Specialist is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contract to the client.
This role supports the business and protects the company's reputation by taking responsibility for contract management for local, small and low to medium complexity contracts and works closely with cross functional teams to ensure client expectations are met and exceeded and takes responsibility for service delivery, and contract profitability for their assigned client contracts. These clients require service delivery that are often complex by nature and are typically across multiple sites and/or service offerings.
The Managed Services Client Delivery Specialist involves proactive client communication, project management, technical oversight, and problem-solving.
**Key responsibilities:**
+ Drive Client Satisfaction by ensuring services are delivered in alignment with contractual obligations, service definitions, and SLAs-building trust and reinforcing operational excellence.
+ Serve as the Client's Operational Anchor, managing inquiries, escalations, and feedback with professionalism and urgency to maintain strong, responsive relationships.
+ Translate Business Needs into Service Delivery, and working with business and client stakeholders to identify opportunities and tailor solutions that meet client objectives. This ensures that our services remain relevant, effective, and outcome-driven for the client.
+ Coordinate Cross-Functional Execution, working with commercial, finance and administration, go to market, technical and support teams to resolve incidents, stabilize environments, and uphold service quality across multiple touchpoints.
+ Ensure Contractual Integrity and Compliance, monitoring performance, managing risks, and collaborating with legal teams to uphold governance and protect business and client interests.
+ Enable Account Growth by identifying upsell and cross-sell opportunities, supporting renewal strategies, and contributing to long-term client retention.
+ Proactively engage Service Implementation and Delivery Teams to deliver services within time in relation to service onboarding and transition, modifications and decommission.
+ Deliver Strategic Insights, maintaining accurate documentation, contracting and reporting on service performance, client satisfaction, and operational risks to inform internal stakeholders and guide continuous improvement.
**Knowledge, Skills and Attributes:**
+ Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
+ Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
+ Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
+ Seasoned proficiency in project management.
+ Excellent communication, negotiation, and problem-solving skills.
+ Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
+ Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
+ Seasoned familiarity with ITIL or other IT service management frameworks.
+ Ability to work under pressure and has exceptional organizational skills and attention to detail
+ Ability to work collaboratively with cross-functional teams.
+ Adaptability and a customer-focused mindset.
+ Understanding of client contract engagements
**Academic qualifications and certifications:**
+ Bachelor's degree or equivalent qualification in Information Technology or Business or related field.
+ Relevant ITIL certification preferred.
+ Relevant project management certification (for example, PMP) is preferred.
**Required experience:**
+ Seasoned demonstrated experience in a managed services and/or support services environment.
+ Seasoned demonstrated experience in managed services - service delivery and client management.
+ Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
+ Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
+ Seasoned demonstrated experience in monitoring contract performance.
+ Seasoned demonstrated experience in managing service delivery projects for clients.
+ Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
+ Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
**Workplace type** **:**
Hybrid Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Our client is seeking an experienced Janitorial Services Supervisor to oversee cleaning and sanitation operations across multiple facilities. This role involves a blend of on-site supervision and remote administrative duties, offering a hybrid work arrangement. You will be responsible for managing a team of cleaning staff, ensuring that all cleaning and maintenance tasks are performed to the highest standards of hygiene and safety. Your duties will include developing and implementing cleaning schedules, conducting regular inspections of facilities to assess cleanliness and identify areas for improvement, and managing inventory of cleaning supplies and equipment. You will also be responsible for training new staff, enforcing company policies and procedures, and ensuring compliance with health and safety regulations. Effective communication with staff, facility managers, and senior management is essential. You will utilize reporting tools and digital platforms to track progress, manage staff performance, and report on operational efficiency. The ideal candidate will have proven experience in janitorial services or facilities management, with strong leadership, organizational, and problem-solving skills. A keen eye for detail and a commitment to maintaining a clean and safe environment are crucial. Previous supervisory experience is highly preferred. You will need to be adaptable, reliable, and possess excellent interpersonal skills to effectively lead and motivate your team. Our client values efficiency, professionalism, and a proactive approach to maintaining pristine environments. This role offers a dynamic work environment where you can contribute to the smooth operation of our facilities. Responsibilities include: - Supervise and coordinate the daily activities of the janitorial team. - Develop and maintain work schedules to ensure adequate coverage. - Inspect work sites to ensure quality standards are met and address any deficiencies promptly. - Manage cleaning supplies, equipment, and order replacements as needed. - Train new employees on cleaning procedures, safety protocols, and proper use of equipment. - Monitor employee performance and provide constructive feedback. - Ensure compliance with all health, safety, and sanitation regulations. - Communicate effectively with building occupants and management regarding cleaning services. - Maintain records of cleaning activities, inventory, and staff hours. Qualifications: - High school diploma or equivalent required; relevant certifications are a plus. - Proven experience in janitorial services or a related field. - Previous supervisory experience preferred. - Knowledge of cleaning chemicals, equipment, and safety procedures. - Strong organizational and time-management skills. - Excellent communication and interpersonal abilities. - Ability to work independently and as part of a team. - Must be reliable and punctual. If you are a dedicated and results-oriented individual with a passion for cleanliness and excellent leadership skills, we encourage you to apply.

Our client is seeking a compassionate and organized Social Services Coordinator to manage community outreach and support programs. This is a fully remote role, ideal for an individual dedicated to making a positive impact within the community. You will be responsible for connecting individuals and families with essential social services, providing guidance and support throughout their engagement. Your duties will include assessing client needs, referring them to appropriate resources such as healthcare, housing, education, and employment services, and following up to ensure successful outcomes. The ideal candidate will have a strong understanding of social welfare systems, community resources, and case management principles. Excellent interpersonal skills, empathy, and the ability to build rapport with diverse populations are essential. This remote position requires strong organizational abilities, meticulous record-keeping, and proficiency in using digital communication and case management tools. You will play a vital role in coordinating support networks and advocating for clients. We are looking for individuals who are passionate about social justice, possess strong problem-solving skills, and are committed to improving the well-being of individuals and families. Your ability to navigate complex systems and provide dedicated support will be invaluable.
Key Responsibilities:

• Assess client needs and provide appropriate referrals to social services.
• Develop and maintain relationships with community organizations and service providers.
• Coordinate support plans and case management for clients.
• Provide information and advocacy on behalf of clients.
• Maintain accurate and confidential client records.
• Monitor client progress and follow up to ensure successful outcomes.
• Organize and facilitate community support group meetings (virtually).
• Contribute to program development and improvement initiatives.

Qualifications:

• Bachelor's degree in Social Work, Sociology, Psychology, or a related field.
• Minimum of 3 years of experience in social services, case management, or community outreach.
• Knowledge of local social service resources and support systems.
• Strong communication, interpersonal, and active listening skills.
• Proficiency in case management software and Microsoft Office Suite.
• Ability to work independently and manage workload effectively in a remote setting.
• Empathy, patience, and a commitment to client advocacy.

Our client is looking for a dynamic and customer-focused Guest Services Coordinator to join their team in **Nyeri, Nyeri, KE**. This hybrid role will involve both on-site guest interaction and remote administrative duties, ensuring a seamless and memorable experience for all visitors. You will be the first point of contact for guests, handling inquiries, managing reservations, and coordinating various guest services. Responsibilities include responding to guest requests promptly and courteously, resolving any issues or complaints efficiently, and maintaining a high level of professionalism at all times. You will also be responsible for managing front desk operations, including check-in and check-out processes, and ensuring accurate record-keeping. In your remote capacity, you will assist with administrative tasks, update guest databases, and support the management team with reports and scheduling. The ideal candidate possesses excellent communication and interpersonal skills, with a passion for delivering outstanding customer service. Previous experience in a similar role within the hospitality industry is highly desirable. You should be proficient in using hotel management software and possess strong organizational abilities. A proactive attitude and the ability to multitask in a fast-paced environment are essential. You will work closely with housekeeping, maintenance, and food and beverage departments to ensure all guest needs are met. This role offers a fantastic opportunity to grow within the hospitality sector and contribute to the success of a reputable establishment.

Our client, a leading hospitality establishment, is looking for a dynamic and experienced Guest Services Manager to oversee all aspects of guest relations and front-desk operations. This role is crucial in ensuring a seamless and memorable experience for all visitors. You will be responsible for leading a team of front desk agents, concierges, and bell staff, providing them with training, guidance, and motivation to deliver exceptional service. Your primary goal will be to uphold the company's high standards of hospitality and guest satisfaction.

Key responsibilities include managing guest check-ins and check-outs, handling guest inquiries and complaints efficiently, and resolving issues to ensure guest loyalty. You will also be involved in developing and implementing service improvement initiatives, analyzing guest feedback, and making recommendations for enhancements. This role requires strong leadership skills, a passion for customer service, and the ability to work under pressure in a fast-paced environment. You will be expected to foster a welcoming and professional atmosphere for all guests.

The ideal candidate will have a proven track record in hotel management or a similar customer-facing role within the hospitality sector. Excellent communication, problem-solving, and organizational skills are essential. You should be adept at managing multiple tasks simultaneously and possess a keen eye for detail. A deep understanding of hotel operations and guest service best practices is required. You will work closely with other departments, such as housekeeping and food and beverage, to ensure coordinated service delivery. The ability to anticipate guest needs and exceed expectations is paramount.

Responsibilities:

• Manage front desk operations and ensure smooth guest check-in/check-out process.
• Lead, train, and motivate the guest services team.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Develop and implement strategies to enhance guest satisfaction and loyalty.
• Monitor guest feedback and identify areas for service improvement.
• Ensure the cleanliness and presentation of the lobby and reception areas.
• Collaborate with other hotel departments to ensure seamless service delivery.
• Manage room inventory and reservations effectively.
• Prepare daily reports on front office operations.
• Maintain a high level of product knowledge and local information to assist guests.

Qualifications:

• Proven experience as a Front Office Manager or Guest Services Manager in the hospitality industry.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Familiarity with hotel management software (PMS).
• Customer-centric approach with a passion for service excellence.
• Ability to work flexible hours, including weekends and holidays.
• A diploma or degree in Hospitality Management or a related field is preferred.

Join our team and be part of an organization that prides itself on delivering exceptional guest experiences. We offer a rewarding career path and a dynamic work environment.

Our client, a renowned hospitality establishment, is seeking a dedicated and customer-focused Guest Services Manager to oversee operations in **Nyeri, Nyeri, KE**. This role is integral to ensuring an exceptional guest experience from arrival to departure. You will be responsible for managing the front desk operations, supervising guest services staff, handling guest inquiries and complaints, and implementing service standards that exceed expectations. The ideal candidate will have a strong background in hospitality management, outstanding leadership qualities, and a passion for delivering superior customer service. You will work closely with other departments, including housekeeping, F&B, and operations, to ensure seamless coordination and guest satisfaction. Key responsibilities include training and developing staff, managing reservations and check-in/check-out processes, resolving guest issues promptly and professionally, and implementing initiatives to enhance the overall guest journey. You will also be responsible for monitoring guest feedback and implementing improvements based on reviews and surveys. This position requires excellent communication, problem-solving, and interpersonal skills, with the ability to remain calm and efficient under pressure. Join a team committed to excellence and contribute to the reputation of a leading hospitality provider.

Our client is seeking a reliable and detail-oriented Janitorial Services Supervisor to manage cleaning operations at their facilities in **Embu, Embu, KE**. This role is crucial for maintaining a clean, safe, and hygienic environment for employees and visitors. The supervisor will be responsible for overseeing a team of cleaning staff, developing work schedules, ensuring the proper use of cleaning equipment and supplies, and maintaining high standards of cleanliness across all assigned areas.

Key Responsibilities:

• Supervising and coordinating the daily activities of the janitorial staff.
• Developing and implementing cleaning schedules and assigning tasks to team members.
• Conducting regular inspections of facilities to ensure cleanliness and identify areas needing attention.
• Ensuring that all cleaning staff are properly trained on cleaning procedures, safety protocols, and the use of equipment and chemicals.
• Monitoring inventory of cleaning supplies and equipment, and ordering replacements as needed.
• Ensuring compliance with health, safety, and environmental regulations related to cleaning operations.
• Responding promptly to cleaning requests and addressing any issues or concerns raised by staff or management.
• Maintaining a high standard of hygiene and sanitation throughout the premises.
• Providing guidance and support to the cleaning team, fostering a positive work environment.
• Managing employee performance, including providing feedback and conducting performance reviews.
• Ensuring the proper care and maintenance of cleaning equipment.
• Developing and implementing effective cleaning methods and procedures.
• Record-keeping of cleaning activities, supply usage, and staff attendance.
• Liaising with management on cleaning needs and operational improvements.

Required Qualifications:

• Proven experience in janitorial services or cleaning operations.
• Previous supervisory or team lead experience is highly desirable.
• Strong understanding of cleaning chemicals, equipment, and techniques.
• Knowledge of health and safety regulations in a cleaning context.
• Excellent organizational and time management skills.
• Good communication and interpersonal skills.
• Ability to lead and motivate a team.
• Attention to detail and a commitment to high standards of cleanliness.
• Ability to perform physical tasks associated with cleaning.
• Basic computer skills for record-keeping and communication.

This hybrid role requires on-site presence for supervision and inspections, with some flexibility for administrative tasks. Join our client and ensure a pristine environment for their operations.

Our client, a leader in cloud computing solutions, is seeking a highly skilled Senior Technical Support Engineer to provide exceptional remote support to their clientele. This fully remote position is crucial for resolving complex technical issues related to our client's cloud infrastructure and services, ensuring high levels of client satisfaction and operational uptime. You will be responsible for troubleshooting, diagnosing, and resolving advanced technical problems across various cloud platforms, including (mention specific cloud platforms, e.g., AWS, Azure, GCP). The ideal candidate will possess a deep understanding of cloud architecture, networking, operating systems, and database management. You will also be responsible for creating and maintaining technical documentation, knowledge base articles, and best practice guides to empower clients and internal support teams. This role requires excellent analytical, problem-solving, and communication skills, with the ability to explain complex technical concepts clearly to clients with varying levels of technical expertise. You will collaborate with engineering and product development teams to identify and escalate product bugs or feature requests. Experience with scripting languages (e.g., Python, Bash) for automation and diagnostics is highly desirable. This is a challenging and rewarding remote role that offers the opportunity to work with cutting-edge cloud technologies and make a significant impact on client operations. A Bachelor's degree in Computer Science, Information Technology, or a related field, along with at least 5 years of experience in technical support or systems administration, with a strong focus on cloud services, is required.