This critical role leads our Service Desk in delivering responsive, high-impact second and third-line support across our core systems, applications and hardware. You'll champion clear, consistent processes that empower Helpdesk Analysts to resolve more issues at first contact, building a culture of continuous learning, collaboration and shared problem-solving. Acting as a senior escalation point for complex technical challenges, you’ll drive improvements to system stability, service quality and user satisfaction, while ensuring colleagues from around the world (including those working in French or Spanish) receive timely, thoughtful and effective support. At its heart, this role shapes a support function that is proactive, knowledgeable, and always focused on maximising organisational impact.
Key Responsibilities
Team Leadership: Lead the Service Desk team in delivering high-quality 2nd and 3rd line support globally.
Process Improvement: Develop and champion consistent processes to improve first-contact resolution rates.
Technical Escalation: Act as the senior point of contact for complex, multi-system technical challenges.
Service Quality: Drive continuous improvements in system stability and user satisfaction.
Global Support: Coordinate support for international teams, including multi-lingual environments (French and Spanish).
Culture Building: Foster a culture of continuous learning and shared problem-solving within the technical team.
Requirements
Education: BA/BSc/HND in Information Technology, Computer Science, or a related field.
Technical Experience: Strong hands-on experience with Microsoft Windows environments and enterprise-level administration.
Problem Solving: Proven ability to diagnose and resolve complex, multi-system issues at a senior level (second-line and beyond).
Leadership: Experience leading or guiding technical teams, ideally across multiple geographic locations.
Service Management: Comfort working within ITIL-aligned service management practices.
Communication: Well-developed communication skills with the ability to support colleagues at all organizational levels.
Technical Proficiency: Deep understanding of modern Microsoft technologies and standard service desk tools.
Preferred Qualifications
Knowledge of Microsoft 365 administration.
Familiarity with infrastructure fundamentals or IT project management methodologies.
Experience supporting teams in international development or global settings.
Interested and qualified candidates should apply online by visiting the Christian Aid recruitment portal on jobs.christianaid.org.uk. You can access the specific application page through the following link: https://www.myjobmag.co.ke/apply-now/1183201
