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Lead Service Desk Engineer Job Opening In Nairobi – Now Hiring PRI


Job description

Overview

We are recruiting!


Our client in the iGaming industry in Kenya is recruiting for a Service Desk Lead Engineer to join their global team in Technology to oversee and drive excellence within their Tier 2 – Global Service Desk Team.

As a key technical leader, you will ensure efficient incident resolution, problem management and service request fulfilment while upholding ITIL best practices.

This role is pivotal in bridging Tier 1 and Tier 3 support teams as well as implementing process improvements while maintaining high customer satisfaction through proactive support strategies.

As the Service Desk Engineer Lead you will play a crucial role in mentoring engineers, managing escalations and improving service quality.

You will work closely with cross-functional teams to enhance operational efficiency and drive automation in collaboration with other technical teams.


For more information and how to apply, please follow the link below.


Key Responsibilities

  • Lead and oversee the Tier 2 – IT Service Desk team, ensuring high-quality support and adherence to SLAs.

  • Act as the primary escalation point for complex technical issues before engaging Tier 3 support.

  • Ensure effective incident response, root cause analysis and problem resolution in

  • alignment with ITIL principles.

  • Work closely with Tier 1 and Tier 3 teams to establish clear escalation and de-escalation pathways.

  • Implement and maintain ITIL-based best practices in service requests, incident, problem and change management.

  • Continuously refine service management workflows to improve response times and service quality.

  • Own and optimize the Knowledge Management system, ensuring updated documentation and SOPs.

  • Drive automation and self-service improvements with the aim in reducing manual ticket resolutions.

  • Monitor, report and analyze service desk performance metrics to drive efficiency improvements.

  • Mentor, coach and develop Tier 2 engineers providing training and career growth opportunities.

  • Conduct regular performance reviews, training sessions and knowledge-sharing initiatives.

  • Foster a collaborative and high-performance culture within the service desk team.

  • Act as a key liaison between Service Desk and Business Units to ensure alignment.

  • Provide clear and proactive communications to users and stakeholders during incidents and outages.

  • Gather and analyze customer feedback to enhance service experience and engagement.

  • Contribute by presenting insights and recommendations for continuous improvement.
  • Requirements

  • 5+ years of experience in IT Service Desk / End-User Support with at least 2 years in a leadership role.

  • Strong experience with ITIL framework preferably ITIL v4 certified.

  • Expertise in incident, problem and change management processes.

  • Hands-on experience supporting Windows, macOS, and Linux environments.

  • Proficiency in networking basics (TCP/IP, VPN, DNS, DHCP, firewalls).

  • Familiarity with enterprise ticketing systems (ServiceNow, Jira, or similar).

  • Knowledge of PowerShell, scripting, and automation is a plus.

  • Proven ability to lead and mentor technical teams.

  • Strong problem-solving skills and the ability to handle high-pressure incidents.

  • Excellent communication skills, with the ability to translate technical concepts for non-technical stakeholders.

  • Proficient working experience with communication tools and platforms i.e. Slack, Statuspage, Google Chat and others

  • Customer-focused mindset with a passion for delivering high-quality IT support services.

  • Strong analytical skills to assess trends, identify issues and drive continuous improvement.
  • Qualified candidates are welcome to apply.

    Please be advised that only short-listed candidates will be contacted.

    Required Skill Profession

    Computer Occupations


    • Job Details

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