Service Desk Manager Jobs in Kenya
Job Description
Organization: Christian Aid
Location: Kenya (Nairobi) – Hybrid / Global Hub Options
Job Type: Permanent, Full-Time
🌍 About the Organization
Christian Aid is a global movement working to end poverty and promote dignity, equality, and justice worldwide. Partnering with local organizations, churches, and communities, Christian Aid supports sustainable development and humanitarian initiatives across multiple regions.
📌 Role Overview
The Service Desk Manager will lead the IT support function, ensuring efficient delivery of second and third-line technical support across systems, applications, and hardware. The role focuses on improving service quality, enhancing system performance, and ensuring a seamless user experience for global teams.
Professionals seeking similar IT and NGO roles in Kenya can also explore opportunities on Jobs in Kenya, where technology and development sector jobs are regularly updated.
🎯 Key Responsibilities
- Lead and manage the Service Desk team to deliver high-quality technical support
- Act as the escalation point for complex IT issues
- Improve service desk processes aligned with ITIL practices
- Support Microsoft systems, enterprise applications, and infrastructure
- Drive continuous improvement in service delivery and user satisfaction
- Ensure timely support for global teams, including multilingual users
- Promote knowledge sharing and team development
Candidates interested in exploring opportunities in Southern Africa can also visit Jobs in Lesotho, which features IT and NGO-related roles in the region.
🧑💼 Candidate Profile
Experience & Skills:
- Strong experience with Microsoft Windows environments and enterprise systems
- Knowledge of Microsoft 365 administration and IT infrastructure
- Familiarity with ITIL-based service management practices
- Proven ability to resolve complex technical issues
- Experience leading or mentoring IT support teams
Soft Skills:
- Excellent communication and stakeholder management
- Ability to work in a fast-paced, global environment
- Strong problem-solving and organizational skills
Additional Advantages:
- Experience in international or development sector environments
- Knowledge of IT project management methodologies
Job seekers looking for similar opportunities in East Africa can also check Jobs in Tanzania for IT and development-related roles.
💼 Salary & Benefits
- Competitive salary package
- Flexible and hybrid working options
- Inclusive and diverse work environment
- Work-life balance with flexible arrangements
🌐 Working Environment
This is a hybrid role that can be based in Nairobi or other global hubs including Abuja, Bogota, Dhaka, New Delhi, or UK offices. The position supports a global workforce, requiring collaboration across multiple time zones.
🤝 Diversity & Inclusion
Christian Aid is committed to creating an inclusive workplace and encourages applications from diverse backgrounds, including underrepresented groups. Applicants from all faiths or none are welcome.
📩 How to Apply
Interested candidates should apply through the official Christian Aid careers portal as early as possible due to high application volumes. Ensure all required documents and eligibility criteria are met.
⚠️ Important Information
- Right to work in the chosen location is required
- Background checks including DBS and counter-terrorism screening will be conducted
- Participation in safeguarding and misconduct disclosure processes is mandatory
This role is ideal for experienced IT professionals looking to lead impactful service delivery in a global organization committed to positive social change.
