The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises, helping to restore health, safety, education, economic wellbeing, and power to people devastated by conflict and disaster. Founded in 1933 at the call of Albert Einstein, the IRC is one of the world’s largest international humanitarian non-governmental organizations (INGO), at work in more than 40 countries and 29 U.S. cities helping people to survive, reclaim control of their future and strengthen their communities. A force for humanity, IRC employees deliver lasting impact by restoring safety, dignity and hope to millions. If you’re a solutions-driven, passionate change-maker, come join us in positively impacting the lives of millions of people world-wide for a better future.
IRC is seeking for a dedicated lead to provide excellent IT support services at IRC Kenya, Nairobi within the User Support Team. Reporting directly to the Director User Support.
Responsibilities of the Process:
• Measure, monitor, and work to drive down incident levels.
• Monitor call queues and address backlog technically and appropriately.
• Monitor service desk performance and analyze data on important measures (e.g., first call resolution, response times, customer satisfaction) and share findings with the manager and collaborators.
• Perform Incident and Request Queue Management and assign the tickets as appropriate.
• Conduct quality evaluations of the service provided to ensure exceptional standards.
Team Monitoring:
• Work directly with the team to achieve expected performance and provide follow-up and development to team members.
• Guide, mentor, and train service desk team members by creating an environment that promotes performance, quality, empowerment, integrity, and extraordinary customer service.
• Communicate team goals and identify areas for new training or skill checks.
• Lead workforce for the team, including coverage for vacations and holidays.
• Conduct biweekly one-on-ones with each team member.
• Provide feedback and coaching sessions to the team.
• Process all disciplinary actions.
• Conduct regular check-ins and Performance Reviews.
Day-to-day Activities, but not limited to:
• Find opportunities to improve support procedures, tools, and user satisfaction, aligning service delivery with organizational goals.
• Contribute to the success of the business and assist in improving the overall customer experience within the team.
• Provide feedback to improve work performance and customer satisfaction.
• Assist management in establishing, maintaining, and continuously improving operational processes, policies, and procedures.
• Handle the most complicated customer inquiries or complaints by advancing them.
• Address advanced technical issues and work closely with IT teams to ensure that issues are resolved quickly and effectively.
• Research, resolve, and respond to complex questions received regarding blocking issues by current standards.
• Attend all operational and project (ad-hoc) related scheduled meetings as required.
• Provide timely, consistent, and high-quality support for technical issues to enhance end-user satisfaction.
• Actively participate in technicians’ recruitment process.
• Conduct problem meetings to research problems, identify solutions, and document those solutions.
Requirements:
Personal Competencies
• Capacity for Planning and Organizing.
• Attitude that prioritizes the needs of the customer.
• Self-motivated, driven by achieving goals.
• Adaptability: Ability to adapt to changing circumstances or environments. Show the ability to learn from experience and improve the fitness of the learner as a competitor.
• Ability to inspire, guide, and influence the team toward achieving goals. Superb interpersonal skills are vital to interact effectively with customers and employees of all levels within the organization.
• Effective Communication skills.
• Capable of making advised, confident decisions, sometimes under pressure, while considering the team’s input.
• Quick to identify and address challenges that the team may face, showing both analytical skills and creativity to find effective solutions while balancing short-term and long-term impacts.
• Recognizing and managing one’s own emotions while understanding and responding to the emotions of team members, fostering a supportive environment.
• Able to manage one’s own time and help the team stay on track, setting clear priorities and deadlines.
• Committed to developing team members’ skills, and providing guidance, feedback, and support to help them reach their potential.
Technical Competencies:
Academic:
• Bachelor’s degree or equivalent experience in Information Technology (IT), Computer Science, Information Systems, or a related field is usually preferred.
• ITIL Fundamental vr4 Certification.
• MS 0365 Fundamentals (desirable).
• CompTIA A+ (desirable).
• HDI (Help Desk Institute) Certifications (desirable).
Experience:
• Proficiency with Microsoft Office products, including Microsoft Word, Outlook, PowerPoint, Project, and Excel.
• 2-4 years of Technical Support Experience. Knowledge/Training on standard methodologies or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
• 1-2 years of experience managing groups of 5+ related to the Service Desk industry.
• Experience with the most common critical metrics.
• Advanced knowledge of Active Directory, network-shared printers, and drive experiences.
• Demonstrating in-depth knowledge of support experience with Office 365, Security, anti-virus tools, Azure environment, and Security.
Working Environment:
• The position will work in the Nairobi, Kenya Office. This is a hybrid position, a combination of the remote and in-office position.
• Standard office work environment. Ability to work as part of a geographically dispersed team. Flexibility to work extended shifts, including weekends.
Standard of Professional Conduct: The IRC and the IRC workers must adhere to the values and principles outlined in the IRC Way – our Code of Conduct. These are Integrity, Service, Accountability, and Equality.
Commitment to Gender, Equality, Diversity, and Inclusion: The IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. The IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of the IRC persons in any work setting. We aim to increase the representation of women, people that are from country and communities we serve, and people who identify as races and ethnicities that are under-represented in global power structures.
How to apply
https://careers.rescue.org/us/en/job/req56856/Service-Desk-Team-Lead