Job Objective:\u00a0<\/p>\n
We are seeking a highly driven and experienced Service Desk Team Leader to oversee the Service Desk function within our Network Operations Centre (NOC). This role is responsible for delivering exceptional first-line support, ensuring strict SLA compliance and leading effective incident and escalation management across enterprise and hyperscale client environments. The successful candidate will act as the central escalation and coordination point between Clients, Operations, Engineering, IT and Project teams, driving service performance, operational excellence and continuous improvement initiatives.<\/p>\n
Reporting Line:\u00a0Director, Operations<\/p>\n
Key Duties and Responsibilities<\/p>\n
The Service Desk Team Leader will provide strategic direction, operational oversight and performance governance of all Service Desk activities, ensuring efficient ticket lifecycle management, structured escalation control and superior client engagement.<\/p>\n
\tLead, mentor and performance-manage the Service Desk team, establishing clear KPIs aligned to MTTR, MTTA, SLA compliance and client satisfaction targets
\n\tOwn and govern the Incident Management lifecycle in accordance with ITIL best practices, ensuring timely triage, prioritization, escalation and resolution of all incidents and service requests
\n\tAct as the primary escalation authority for critical, high-impact and complex incidents, coordinating cross-functional technical teams to restore service within agreed SLAs
\n\tOversee structured internal and external communications during major incidents, ensuring transparency, accuracy and executive-level reporting where required
\n\tEnsure high standards of ticket quality, data integrity, categorization accuracy and documentation completeness within the ticketing system
\n\tMonitor real-time service performance dashboards and proactively manage risks to SLA adherence
\n\tProduce accurate operational reports and performance analytics for senior leadership review
\n\tDrive continuous improvement initiatives, including workflow optimization, automation of repetitive tasks and integration of monitoring tools to enhance efficiency
\n\tIdentify systemic service gaps and implement corrective and preventive measures to improve reliability and reduce repeat incidents
\n\tCollaborate closely with Engineering, IT, Client Services and Project teams to strengthen operational alignment and enhance overall NOC performance
\n\tSupport change governance processes by assessing operational risks related to planned network activities<\/p>\n
Minimum Qualifications<\/p>\n
\tBachelor\u2019s degree in Information Technology, Telecommunications, Computer Science or related field
\n\tITIL Foundation certification (mandatory)
\n\tNetworking certifications such as JNCIA, CCNA<\/p>\n
Experience and Skills<\/p>\n
\tMinimum five years experience in Service Desk or NOC operations within telecom, ISP or carrier-grade environments
\n\tAt least two years in a supervisory or team leadership capacity
\n\tProven experience managing critical incidents in SLA-driven, 24\/7 operational environments
\n\tStrong understanding of transport and IP technologies (OTN, DWDM, SDH, Ethernet, IP\/MPLS)
\n\tExperience with enterprise ticketing platforms (e.g., ServiceNow, NetSuite, Remedy or equivalent)
\n\tStrong analytical capability with ability to interpret operational data and performance trends
\n\tExcellent communication, stakeholder management, and executive reporting skills<\/p>\n
\u00a0Attributes<\/p>\n
\tClient focused, relationship builder
\n\tIntegrity, honest with highest ethical standards
\n\tBoundless, passionate, and flexible
\n\tPersonal excellence, accuracy, and attention to detail
\n\tCollaborative, achieve results through teamwork and partnerships
\n\tStrategic thinker with strong operational execution capability
\n\tAccountable, decisive, and performance-driven
\n\tClient-centric and service excellence oriented
\n\tResilient and composed under pressure
\n\tDetail-oriented with a continuous improvement mindset
\n\tCollaborative and able to influence cross-functional stakeholders<\/p>\n
Apply Through:<\/p>\n
jobs.talenthr.io<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/jobs.talenthr.io","_company_name":"West Indian Ocean Cable Company (WIOCC)","_company_website":"http:\/\/www.wiocc.net","_company_tagline":"Firmly established as Africa\u2019s carriers\u2019 carrier, award-winning capacity wholesaler WIOCC provides international and African telcos and ISPs with unrivalled high-speed, resilient and diverse capacity into, within and out of Africa. In November 2012 (at Africa Com), WIOCC won the Best Pan-African... read more Initiative Award for building an unparalleled, diversity-rich, high-capacity African network which seamlessly links more than 50,000km of terrestrial fibre and in excess of 40,000km of submarine cable - with landings all around the continent. WIOCC\u2019s unrivalled network gives carriers access to affordable, reliable, high-speed connectivity to and from over 400 locations across 30 African countries, as well as to 100 cities in 29 countries in Europe and more than 700 cities in 70 countries globally. To address the proliferation of international and terrestrial links, and the challenge this presents to carriers and ISPs looking to improve their own network resilience and performance (by building in additional diversity), WIOCC developed an attractive one-stop-shop, end-to-end managed service solution. Simpler and much more convenient than having to deal direct with multiple operators, WIOCC\u2019s one-stop-shop solution shields customers from much of the complexity associated with delivering reliable high-performance international connections into, out of and within Africa.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[699,693,700],"job-types":[687],"class_list":{"0":"post-91878","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/91878","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=91878"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=91878"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=91878"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=91878"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}