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.<\/p>\n
Key Responsibilities<\/p>\n
\tOversee day-to-day operations of the Nairobi team
\n\tCreate and manage schedules for all WNS staff (Kenya and CR teams)
\n\tEnsure high productivity and performance of the Kenya and CR staff
\n\tMonitor, run reports, and make real-time adjustments to improve efficiency
\n\tTrack time and utilization of Kenya staff (in Atera or PSA tool)
\n\tGenerate monthly billable hours reports, organize data, and prepare information for invoicing
\n\tHandle travel logistics for the team when required (client visits, training, etc.)<\/p>\n
Additional Important Responsibilities (Recommended Additions)<\/p>\n
Team Leadership & Development<\/p>\n
\tCoach, mentor, and develop the technical team (Senior Network Admin, Desktop Support Tech, etc.)
\n\tConduct regular one-on-one meetings and performance reviews
\n\tIdentify training needs and organize skill development (UniFi, SonicWall, Watchguard, Atera, etc.)<\/p>\n
Process Improvement & Quality Control<\/p>\n
\tDevelop, document, and enforce standard operating procedures (SOPs) and best practices
\n\tImprove workflows for ticket handling, documentation, and client handovers
\n\tEnsure consistent high-quality documentation in the knowledge base<\/p>\n
Client Service & Escalation Management<\/p>\n
\tAct as the main escalation point for the Nairobi team with the US team\/clients
\n\tMonitor client tickets and SLAs to ensure timely resolution and high satisfaction
\n\tFacilitate daily\/weekly sync meetings between Kenya and US teams<\/p>\n
Tools & Technology Management<\/p>\n
\tOversee proper use of Atera, Office 365, UltaTel, and other tools
\n\tEnsure all technicians follow security protocols and best practices<\/p>\n
Reporting & Performance Analytics<\/p>\n
\tTrack key performance indicators (KPIs) such as ticket resolution time, first-time fix rate, utilization %, and client satisfaction
\n\tPrepare weekly and monthly operational reports for the Owner (Lance)<\/p>\n
Compliance & Administration<\/p>\n
\tEnsure all contractors follow their agreements, maintain proper timesheets, and meet professionalism standards
\n\tSupport onboarding of new team members
\n\tAssist with office operations and coworking space management (if needed)<\/p>\n
Continuous Improvement<\/p>\n
\tIdentify opportunities to reduce costs and increase efficiency
\n\tWork closely with the Owner on scaling the Nairobi team<\/p>\n
Apply Through:<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"World Network Systems","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"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!","_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":[704,715,708],"job-types":[1244],"class_list":{"0":"post-94383","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time-onsite"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/94383","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=94383"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=94383"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=94383"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=94383"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}