Overview

We are recruiting!

Our client in the iGaming industry in Kenya is recruiting for a Service Desk Lead Engineer to join their global team in Technology to oversee and drive excellence within their Tier 2 – Global Service Desk Team. As a key technical leader, you will ensure efficient incident resolution, problem management and service request fulfilment while upholding ITIL best practices. This role is pivotal in bridging Tier 1 and Tier 3 support teams as well as implementing process improvements while maintaining high customer satisfaction through proactive support strategies. As the Service Desk Engineer Lead you will play a crucial role in mentoring engineers, managing escalations and improving service quality. You will work closely with cross-functional teams to enhance operational efficiency and drive automation in collaboration with other technical teams.

For more information and how to apply, please follow the link below.

Key Responsibilities
  • Lead and oversee the Tier 2 – IT Service Desk team, ensuring high-quality support and adherence to SLAs.
  • Act as the primary escalation point for complex technical issues before engaging Tier 3 support.
  • Ensure effective incident response, root cause analysis and problem resolution in
  • alignment with ITIL principles.
  • Work closely with Tier 1 and Tier 3 teams to establish clear escalation and de-escalation pathways.
  • Implement and maintain ITIL-based best practices in service requests, incident, problem and change management.
  • Continuously refine service management workflows to improve response times and service quality.
  • Own and optimize the Knowledge Management system, ensuring updated documentation and SOPs.
  • Drive automation and self-service improvements with the aim in reducing manual ticket resolutions.
  • Monitor, report and analyze service desk performance metrics to drive efficiency improvements.
  • Mentor, coach and develop Tier 2 engineers providing training and career growth opportunities.
  • Conduct regular performance reviews, training sessions and knowledge-sharing initiatives.
  • Foster a collaborative and high-performance culture within the service desk team.
  • Act as a key liaison between Service Desk and Business Units to ensure alignment.
  • Provide clear and proactive communications to users and stakeholders during incidents and outages.
  • Gather and analyze customer feedback to enhance service experience and engagement.
  • Contribute by presenting insights and recommendations for continuous improvement.
Requirements
  • 5+ years of experience in IT Service Desk / End-User Support with at least 2 years in a leadership role.
  • Strong experience with ITIL framework preferably ITIL v4 certified.
  • Expertise in incident, problem and change management processes.
  • Hands-on experience supporting Windows, macOS, and Linux environments.
  • Proficiency in networking basics (TCP/IP, VPN, DNS, DHCP, firewalls).
  • Familiarity with enterprise ticketing systems (ServiceNow, Jira, or similar).
  • Knowledge of PowerShell, scripting, and automation is a plus.
  • Proven ability to lead and mentor technical teams.
  • Strong problem-solving skills and the ability to handle high-pressure incidents.
  • Excellent communication skills, with the ability to translate technical concepts for non-technical stakeholders.
  • Proficient working experience with communication tools and platforms i.e. Slack, Statuspage, Google Chat and others
  • Customer-focused mindset with a passion for delivering high-quality IT support services.
  • Strong analytical skills to assess trends, identify issues and drive continuous improvement.

Qualified candidates are welcome to apply. Please be advised that only short-listed candidates will be contacted.