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IT Support Team Leader Job GardaWorld
IT Support Team Leader Job. IT Jobs In Kenya
The IT Support Team Leader is responsible for overseeing day-to-day IT support operations, ensuring the delivery of high-quality technical support to end-users. This role involves managing a team of IT Support Officers, coordinating workloads, resolving escalated issues, and ensuring adherence to SLAs and ITIL processes.
Key Responsibilities:
- Technical Support & Operations
- Provide high-quality IT support to users and team members, ensuring minimal disruption to business operations.
- Monitor and maintain computer systems, network servers, and virtualization platforms.
- Troubleshoot and resolve hardware, software, and network issues, document problems and resolutions.
- Maintain and update IT documentation, user manuals, technical procedures, and IT policies.
- Team Leadership & Escalation Management
- Supervise, mentor, and support Level 1 Support Engineers, guiding them in achieving their KPIs and personal development goals.
- Act as the main escalation point for Level 2 support issues and coordinate the resolution of Level 3 incidents with relevant teams or vendors.
- Lead regular reviews and improvements of technical support processes, with a focus on service quality and efficiency.
- Ensure consistent documentation and knowledge sharing across the support team.
- Infrastructure & Systems
- Support the implementation and delivery of IT infrastructure projects and activities.
- Provide technical input and specifications for IT systems upgrades and expansions.
- Participate in capacity planning and ensure optimal system performance and availability.
- Maintain updated hardware inventories and ensure infrastructure is maintained to high operational standards, including data centers, servers, networks, and security systems.
- Continuous Improvement
- Identify and recommend improvements to systems, hardware, software, and support practices.
- Ensure the IT support function evolves to meet changing business needs and technologies.
- Drive a culture of accountability, learning, and continuous service enhancement.
Qualifications and Skills
Education
Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
Experience
- 5+ years of experience in IT support with at least 1–2 years in a leadership role
- Technical Skills
- Proficiency in troubleshooting hardware, software, and networking issues.
- Knowledge of Microsoft products (e.g., Windows OS, Office Suite, Outlook).
- Experience with IT ticketing systems and ITIL processes.
- Familiarity with networking equipment and configurations.
Soft Skills
- Excellent communication, mentoring, and technical leadership abilities.
- Structured, organized, and highly responsive under pressure.
- Strong documentation habits and process-driven mindset.
- High standards of professionalism, accountability, and customer service.
How to Apply
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