Service Desk Manager
2025-07-04T10:35:44+00:00
World Vision Kenya
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_8131/logo/wv.png
https://www.wvi.org/kenya
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Nonprofit, and NGO
Computer & IT
2025-05-17T17:00:00+00:00
Kenya
8
JOB PURPOSE:
The Service Desk Manager leads the global IT service desk function, ensuring consistent, responsive, and high-quality support for users across multiple regions and time zones. This role defines service performance standards, manages regional support teams, and fosters a culture of accountability and customer care. By leveraging best practices in ITSM, user experience, and incident management, the manager ensures timely resolution of issues, supports continuous improvement initiatives, and strengthens end-user satisfaction across field and office environments.
KEY RESPONISBILITIES:
- Manage and improve service desk processes, SLAs, and knowledge base quality.
- Coordinate multilingual and regional service desk support models.
- Analyze ticket trends to drive improvement and training initiatives.
- Ensure high user satisfaction through timely and effective communication.
- Collaborate across Global Technology & Digital (GTD) business units with TBM and ITSM leads to ensure service desk alignment with digital workplace adoption.
- Provide support, guidance, and collaboration to field office IT staff across all regions.
- Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization's new ways of working.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- Demonstrated proficiency in written and verbal communication in English.
- Proven experience leading global IT support or service desk teams.
- Customer-first mindset with operational excellence.
- Hands-on with service desk platforms and reporting tools.
- Strong communication, leadership, and people development skills.
- Foundational knowledge of Agile principles and practices, with the ability to contribute effectively in cross-functional Agile teams.
KEY RESPONSIBILITIES: Provide support, guidance, and collaboration to field office IT staff across all regions to ensure consistent service delivery and alignment with global standards. Manage and maintain cloud-based databases (e.g., Azure SQL, Amazon RDS, PostgreSQL, MySQL) across production and non-production environments. Implement and monitor backup, high availability, and disaster recovery strategies. Optimize database performance through indexing, tuning, and automation. Ensure database security and compliance with organizational and regulatory requirements. Collaborate with developers, architects, and infrastructure teams to support application performance and scalability. Implement Infrastructure as Code (IaC) practices for consistent and automated database deployments. Conduct proactive monitoring and capacity planning using ITOM tools. Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization's new ways of working.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE: Bachelor’s degree in programming/systems, computer science, information systems, or mathematics, specialized training, certification or equivalent work experience. Has a broad level of understanding surrounding information systems and application and/or web standards. Preference will be given to candidates with experience in Terraform and Azure DevOps. Familiarity with GitHub Actions, Ansible, or scripting tools such as PowerShell or Python is highly desirable. Security-first mindset is essential in all aspects of cloud infrastructure and operations. Strong understanding of IT Operations Management (ITOM) and database observability. Experience with public cloud platforms (Azure, AWS) and cloud-native database services. Problem-solving skills with a value-driven mindset, focusing on service optimization and reliability. Customer-centric approach—understanding how database performance impacts end-user experience and business outcomes. Strong scripting and automation skills (e.g., PowerShell, Terraform, Python) for DevOps integration.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE: Bachelor’s degree in programming/systems, computer science, information systems, or mathematics, specialized training, certification or equivalent work experience. Has a broad level of understanding surrounding information systems and application and/or web standards. Preference will be given to candidates with experience in Terraform and Azure DevOps. Familiarity with GitHub Actions, Ansible, or scripting tools such as PowerShell or Python is highly desirable. Security-first mindset is essential in all aspects of cloud infrastructure and operations. Strong understanding of IT Operations Management (ITOM) and database observability. Experience with public cloud platforms (Azure, AWS) and cloud-native database services. Problem-solving skills with a value-driven mindset, focusing on service optimization and reliability. Customer-centric approach—understanding how database performance impacts end-user experience and business outcomes. Strong scripting and automation skills (e.g., PowerShell, Terraform, Python) for DevOps integration.
No Requirements
JOB-6867ae80e3b0b
Vacancy title:
Service Desk Manager
[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Computer & IT]
Jobs at:
World Vision Kenya
Deadline of this Job:
Saturday, May 17 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Friday, July 4 2025, Base Salary: Not Disclosed
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JOB DETAILS:
JOB PURPOSE:
The Service Desk Manager leads the global IT service desk function, ensuring consistent, responsive, and high-quality support for users across multiple regions and time zones. This role defines service performance standards, manages regional support teams, and fosters a culture of accountability and customer care. By leveraging best practices in ITSM, user experience, and incident management, the manager ensures timely resolution of issues, supports continuous improvement initiatives, and strengthens end-user satisfaction across field and office environments.
KEY RESPONISBILITIES:
- Manage and improve service desk processes, SLAs, and knowledge base quality.
- Coordinate multilingual and regional service desk support models.
- Analyze ticket trends to drive improvement and training initiatives.
- Ensure high user satisfaction through timely and effective communication.
- Collaborate across Global Technology & Digital (GTD) business units with TBM and ITSM leads to ensure service desk alignment with digital workplace adoption.
- Provide support, guidance, and collaboration to field office IT staff across all regions.
- Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization's new ways of working.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- Demonstrated proficiency in written and verbal communication in English.
- Proven experience leading global IT support or service desk teams.
- Customer-first mindset with operational excellence.
- Hands-on with service desk platforms and reporting tools.
- Strong communication, leadership, and people development skills.
- Foundational knowledge of Agile principles and practices, with the ability to contribute effectively in cross-functional Agile teams.
Work Hours: 8
Experience: No Requirements
Level of Education: bachelor degree
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