About the role:
We’re looking for a Team Lead – Modern Workplace Support to lead a team delivering IT support across multiple client accounts.
You’ll be responsible for day-to-day team performance, service quality and client relationships. Our clients range from highly technical enterprises with established IT teams to smaller organisations that rely heavily on our expertise, so you’ll need to be comfortable communicating with both technical and non-technical stakeholders.
You need a genuine understanding of modern workplace technology. Be confident guiding your team through technical issues and escalations.
Key Responsibilities
Lead & Develop the Team
Lead, coach and develop a team of Modern Workplace support representatives.
Manage rosters, workload allocation and coverage across multiple clients.
Set clear performance expectations and support team members in achieving them.
Run regular 1:1s, coaching sessions and team meetings.
Step in on escalations and complex customer issues when needed.
Manage Clients & Service Delivery
Act as a key day-to-day contact for assigned clients.
Build strong relationships with both technical and non-technical stakeholders.
Communicate clearly about incidents, trends, risks and service improvements.
Help ensure client SLAs and service expectations are consistently met.
Drive Quality & Improvement
Monitor service performance, including SLAs, CSAT, ticket trends and quality scores.
Conduct quality reviews and use findings to coach and improve the team.
Identify recurring issues, process gaps and opportunities to improve how support is delivered.
Champion practical improvements across processes, tooling, automation and knowledge management.
Provide Technical Oversight
Maintain a solid working knowledge of Microsoft 365, Intune, Entra ID, Exchange Online, Teams and Windows environments.
Review escalated technical issues and guide the team through troubleshooting.
Support incident management and post-incident reviews.
Requirements & Qualifications
2+ years’ experience in a team lead, supervisor or similar role within IT support, service desk or managed services.
3+ years’ hands-on IT support experience, ideally within a Modern Workplace environment.
Working knowledge of Microsoft 365, Intune, Entra ID, Exchange Online and Teams.
Experience managing workload, coverage and priorities across a support team.
Strong communication skills and the ability to work confidently with both technical and non-technical stakeholders.
Experience coaching, developing and performance-managing team members.
Strong organisational skills and the ability to manage multiple clients and priorities.
A continuous-improvement mindset — you naturally look for ways to make processes simpler, smarter and more effective.
Nice-to-Haves / Bonus Points
Experience working in an MSP, managed services or outsourced support environment.
ITIL certification.
Microsoft certifications such as MS-900, MD-100/101 or equivalent.
Experience with PSA, RMM or service management platforms such as ServiceNow, ConnectWise, Autotask, Freshservice, Zendesk or similar.
Experience presenting to senior or non-technical business stakeholders.
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Minimum qualifications
BA/BSc/HND
Requirements
Use the link(s) below to apply on company website.
Technical Team Leader
Technical Support Agent- SaaS & Integrations
https://www.myjobmag.co.ke/apply-now/1325907
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