Website World Network Systems
Welcome to World Network Systems, your trusted IT partner for businesses of all sizes. Our team specializes in managed IT services, including hotel IT support, network cabling, and cloud computing solutions. Whether you need an outsourced IT department or assistance with PC deployment and WiFi insta… read morellation, we are here to help you streamline your technology and boost your productivity today!
Position Overview The Operations Manager will be responsible for the smooth day-to-day running of the Nairobi support hub. This role focuses on maximizing team productivity, ensuring high-quality service delivery to US clients, optimizing processes, and supporting the growth of the Kenya operations.
Key Responsibilities
Oversee day-to-day operations of the Nairobi team
Create and manage schedules for all WNS staff (Kenya and CR teams)
Ensure high productivity and performance of the Kenya and CR staff
Monitor, run reports, and make real-time adjustments to improve efficiency
Track time and utilization of Kenya staff (in Atera or PSA tool)
Generate monthly billable hours reports, organize data, and prepare information for invoicing
Handle travel logistics for the team when required (client visits, training, etc.)
Additional Important Responsibilities (Recommended Additions)
Team Leadership & Development
Coach, mentor, and develop the technical team (Senior Network Admin, Desktop Support Tech, etc.)
Conduct regular one-on-one meetings and performance reviews
Identify training needs and organize skill development (UniFi, SonicWall, Watchguard, Atera, etc.)
Process Improvement & Quality Control
Develop, document, and enforce standard operating procedures (SOPs) and best practices
Improve workflows for ticket handling, documentation, and client handovers
Ensure consistent high-quality documentation in the knowledge base
Client Service & Escalation Management
Act as the main escalation point for the Nairobi team with the US team/clients
Monitor client tickets and SLAs to ensure timely resolution and high satisfaction
Facilitate daily/weekly sync meetings between Kenya and US teams
Tools & Technology Management
Oversee proper use of Atera, Office 365, UltaTel, and other tools
Ensure all technicians follow security protocols and best practices
Reporting & Performance Analytics
Track key performance indicators (KPIs) such as ticket resolution time, first-time fix rate, utilization %, and client satisfaction
Prepare weekly and monthly operational reports for the Owner (Lance)
Compliance & Administration
Ensure all contractors follow their agreements, maintain proper timesheets, and meet professionalism standards
Support onboarding of new team members
Assist with office operations and coworking space management (if needed)
Continuous Improvement
Identify opportunities to reduce costs and increase efficiency
Work closely with the Owner on scaling the Nairobi team
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