Responsible to: Technical Manager & Directors 

Gross Salary 150K

Our client is an IT company dealing with Cloud Solutions, Back-up, Hosting and IT security. They are seeking to hire a Technical Team Lead, who will be responsible for leading and managing the performance of the company’s services in a professional and client-focused manner, ensuring that service levels are achieved in line with contracts and that client expectations are met or exceeded. 

Hiring Organization: Corporate Staffing
Location – Locality: Nairobi
Location – Region: Kenya
Industry: IT
Job Type: Full Time
Salary: KES
Date Posted: 08/10/2024

Job Purpose:

  • To take responsibility for the resolution of all client service requests. 
  • To manage critical client incidents, including appropriate communication and escalation. 
  • To take responsibility for the client support team’s application of company policies and procedures. 
  • To develop the capability of the support team. 
  • To monitor, measure, and report on team and individual performance. 
  • To develop account management service relationships and conduct service reviews with clients to measure and improve client service and loyalty. 
  • To contribute towards the improvement of the company’s effectiveness, efficiency, and overall performance.

Team management: 

  • Inspiring team members to perform and give their best 
  • Demonstrating, supporting and encouraging a culture of making the client first priority and client service quality 
  • Holding regular team meetings and updates and encouraging a culture of two-way feedback  Managing and analyzing individual and team performance 
  • Monitoring and implementing performance monitoring KPIs 
  • Developing and implementing team and individual motivation strategies 
  • Conducting team member appraisals 
  • Identifying team member training and development needs 
  • Defining and implementing employee training structure 
  • Managing disciplinary activities 
  • Monitoring communication to ensure that team members communicate with clients, and colleagues, in a professional and effective manner at all times 
  • Coaching client service techniques, including call handling  
  • Reviewing and coaching on ticket content and accuracy 
  • Developing team competence through group and one-to-one coaching and weekly training
  • Managing our client and procedure knowledge base 
  • Recruiting and inducting new team members 
  • Managing the team availability and absences

Operations management: 

  • Managing and supervising BAU activities of the team to ensure that client service level agreements are met and service quality standards are maintained. 
  • Monitoring work quality, call quality and project quality including the use of client follow-up calls 
  • Managing escalations to resolution 
  • Providing support for technical issues 
  • Managing Out of Hours emergency work 
  • Managing Out of Hours project work 
  • Managing client ticket escalations to ensure appropriate and timely responses, involving T1,T2,T3, field and directors where necessary 
  • Project managing complex/large/sensitive work 
  • Prioritising client work and team member workloads without compromising service levels
  • Scheduling, allocating and balancing workload across team members 
  • Monitoring completion of jobs and providing assistance when required 
  • Supporting production of client infrastructure change management plans/schedules
  • Resourcing the team to support peaks and troughs in workload effectively 
  • Ensuring clear ownership and resolution of client jobs 
  • Managing coordination of office and field-based engineers 
  • Ensuring understanding within the team of contracted services by client and how to handle out-of-scope requests 
  • Promoting proactive client service delivery 
  • Ensuring proactive monitoring of client sites to identify and prevent potential issues before they occur 
  • Ensuring proper application of operational procedures

Process improvement: 

  • Developing, promoting and maintaining best practice procedures and other documentation as required to ensure efficient and consistent service 
  • Troubleshooting areas of poor performance and offering solutions to resolve issues both in the immediate future and for the longer term 
  • Conducting root cause analysis of new major/critical incidents, identifying solutions or workarounds, to mitigate future incidents 
  • Recommending and implementing operational process improvements 

Company operations: 

  • Participating in operational reviews and management meetings 
  • Presenting weekly/monthly information reports to management in respect of service SLAs and KPIs, project and ticket statuses and improvements 
  • Identifying to management any matters relating to the health and safety of both staff and clients 
  • Supporting management in the development and implementation of technology and systems to maximize performance 
  • Communicating and facilitating change management activities 
  • Coordinating with sales on equipment purchases

Account management: 

  • Contributing to the building of positive and productive client relationships 
  • Planning effective account management activities 
  • Ensuring that client reviews are conducted in line with contracts 
  • Conducting client reviews and maintaining communication with clients 
  • Defining and implementing client reporting 
  • Managing the resolution of client complaints

Mandatory Technical Skillset and Knowledge Requirements: 

  • Microsoft Windows Server 2012 upwards 
  • Active Directory & Group policies advanced administration 
  • VMWare vSphere and Venter 6.0 upwards  
  • Microsoft Hyper-V Server Virtualization 
  • Microsoft Office365 advanced administration
  • Microsoft Exchange 2010 upwards administration 
  • Microsoft PowerShell scripts 
  • Microsoft DFS setups and troubleshooting 
  • Sophos Firewall advanced knowledge and in-depth experience 
  • Advanced knowledge of Cisco, Switches and Routers. 
  • Experience with Sophos & Bitdefender Endpoint security, 
  • Veeam Backup & Replication in depth experience 
  • Datto or equivalent experience of a RMM Platform 
  • Advanced knowledge in networking and connectivity solutions
  • Third Party Applications and service knowledge such as SAP, SAGE, Enquest, KRA Itax & Etims, etc. 
  • ITIL certification or

Preferred Certifications and Qualifications 

  • Microsoft Certifications such as 365 administrator, server administrator, Azure administrator
  • CompTIA A+, Network+ or equivalent 
  • Sophos Firewall Engineer or Architect 
  • Cisco CCNA or CCNP 
  • Service management and support certifications such as ITIL or ITSM Security Certifications such as CEH, CISSP, and CompTIA Security + would be an added advantage.
  • VMware Certified Professional (VCP)