Service Team Leader Jobs Kenya

IT Team Leader Job Vacancies in Kenya

Our Client is an IT Company currently recruiting a Service Desk Operations Team Leader.

Team Leader Job Summary:

Exists to ensure a professional and service – oriented work environment by monitoring employee performance and taking the necessary actions to motivate when required.

Using effective communication skills, the team leader must liaise and supervise effectively.

He/She must be well versed in all aspects of running a modern IT Service Desk on aspects like but not limited to team leadership, process documentation and improvement, reporting, information communications technology and terminology as well as organizational procedures in regard to Service Desk and back office operations.

Roles and Responsibilities Oversee Operations:

Managing call volumes, e.g., peak times and ensuring adequate resources have been assigned to manage as such. Monitoring Call Pickup, Call Abandonment, Call Disconnection and Call duration.

Being resourceful in finding information considering industry trends and historical data, thereby making improvement suggestions.

Providing timely notification to management of negative trends, urgency of issue, or extent of required follow up.

Determining if problem requires action from a higher level of authority and ensuring the relevant authority is aware in a timely manner, through Phone call, text message and if necessary documented on mail.

Monitors productivity of the team of technical support engineers in conjunction with the supervisors.

Review call center data to monitor the length of time customers remain on hold and resolve pick up and resolution barriers.

Identifying training and refresher opportunities for team and self.

Carrying out technical and soft skill training for supervisors and agents.

Coaching team members to improve performance.

Conducting team meetings:

Ensuring that supervisors are dutifully engaged and responsibilities catered for.

Monitors service calls to observe employee demeanor,technical accuracy, and conformity to support policies.

Demonstrating knowledge of individual audiences and their specific information needs.

Confirming understanding by paraphrasing or repeating to ensure understanding.

Adjusting voice and style to engage audience, e.g., pronunciation, rate, tone, word choice to ensure concepts and details are understood.

Composing written communication as well as of major KPI’s of call center on daily, weekly and monthly basis and recommendations.

Explaining the team performance metrics to the team members.

Ensuring reports are accurate and sufficiently detailed with proper summaries.

Responsible for keeping positive morale in call center.

Must be able to bring calm to a high stress environment.
Requirements for Team Leader Jobs in Kenya


Degree in Business and OR Information Technology Related courses.

Ability to read, analyzes, and interprets periodical reports, and technical procedures

Ability to write reports, business correspondence, procedure and work instruction manuals.

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret and develop a variety of instructions furnished in written, oral, diagram, or schedule form.

Able to motivate staff through leadership.

Able to handle high stress environment positively.

Ability to create good and strong work ties cross departmentally

If you feel you fit the above role, please send your CV only quoting the job title on the email subject to jobs@alternatedoors.co.ke

N.B: We do not charge any fee for receiving your CV in our database nor for interviewing.

Only candidates short-listed for interview will be contacted.

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