Service Desk Manager at World Vision Kenya

JOB PURPOSE:

The Service Desk Manager leads the global IT service desk function, ensuring consistent, responsive, and high-quality support for users across multiple regions and time zones. This role defines service performance standards, manages regional support teams, and fosters a culture of accountability and customer care. By leveraging best practices in ITSM, user experience, and incident management, the manager ensures timely resolution of issues, supports continuous improvement initiatives, and strengthens end-user satisfaction across field and office environments.

KEY RESPONISBILITIES:

• Manage and improve service desk processes, SLAs, and knowledge base quality.
• Coordinate multilingual and regional service desk support models.
• Analyze ticket trends to drive improvement and training initiatives.
• Ensure high user satisfaction through timely and effective communication.
• Collaborate across Global Technology & Digital (GTD) business units with TBM and ITSM leads to ensure service desk alignment with digital workplace adoption.
• Provide support, guidance, and collaboration to field office IT staff across all regions.
• Work collaboratively within Agile teams, embracing iterative delivery, continuous improvement, and adaptive planning as part of the organization's new ways of working.

KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• Demonstrated proficiency in written and verbal communication in English.
• Proven experience leading global IT support or service desk teams.
• Customer-first mindset with operational excellence.
• Hands-on with service desk platforms and reporting tools.
• Strong communication, leadership, and people development skills.
• Foundational knowledge of Agile principles and practices, with the ability to contribute effectively in cross-functional Agile teams.