Position details

Job title: IT Support Team Leader

Department: IT

Location: Nairobi, Kenya

Reporting to: Regional IT Support Manager

Job Summary

The IT Support Team Leader is responsible for overseeing day-to-day IT support operations, ensuring the delivery of high-quality technical support to end-users. This role involves managing a team of IT Support Officers, coordinating workloads, resolving escalated issues, and ensuring adherence to SLAs and ITIL processes.

Key Responsibilities:

Technical Support & Operations

• Provide high-quality IT support to users and team members, ensuring minimal disruption to business operations.
• Monitor and maintain computer systems, network servers, and virtualization platforms.
• Troubleshoot and resolve hardware, software, and network issues, document problems and resolutions.
• Maintain and update IT documentation, user manuals, technical procedures, and IT policies.

Team Leadership & Escalation Management

• Supervise, mentor, and support Level 1 Support Engineers, guiding them in achieving their KPIs and personal development goals.
• Act as the main escalation point for Level 2 support issues and coordinate the resolution of Level 3 incidents with relevant teams or vendors.
• Lead regular reviews and improvements of technical support processes, with a focus on service quality and efficiency.
• Ensure consistent documentation and knowledge sharing across the support team.

Infrastructure & Systems

• Support the implementation and delivery of IT infrastructure projects and activities.
• Provide technical input and specifications for IT systems upgrades and expansions.
• Participate in capacity planning and ensure optimal system performance and availability.
• Maintain updated hardware inventories and ensure infrastructure is maintained to high operational standards, including data centers, servers, networks, and security systems.

Continuous Improvement

• Identify and recommend improvements to systems, hardware, software, and support practices.
• Ensure the IT support function evolves to meet changing business needs and technologies.
• Drive a culture of accountability, learning, and continuous service enhancement.

Qualifications and Skills

Education

Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).

Experience

5+ years of experience in IT support with at least 1–2 years in a leadership role

Technical Skills

• Proficiency in troubleshooting hardware, software, and networking issues.
• Knowledge of Microsoft products (e.g., Windows OS, Office Suite, Outlook).
• Experience with IT ticketing systems and ITIL processes.
• Familiarity with networking equipment and configurations.

Soft Skills

• Excellent communication, mentoring, and technical leadership abilities.
• Structured, organized, and highly responsive under pressure.
• Strong documentation habits and process-driven mindset.
• High standards of professionalism, accountability, and customer service.

Working Conditions

• May require occasional travel to other office locations.

• Must be available for on-call support outside regular business hours.

Company Overview

GardaWorld is a global leader in security services, providing tailored solutions across over 35 countries. Based in Montreal, Canada, the company offers services including physical security, cash management, risk management, and cybersecurity to protect people, assets, and infrastructure.

Mission:

To provide reliable, innovative security solutions that ensure safety and peace of mind worldwide.

Vision:

To be the global partner of choice in security services, setting the standard for innovation and professionalism.

Values:

• Integrity: Honesty and transparency in all actions
• Vigilance: Proactive risk monitoring
• Excellence: High-quality service
• Innovation: Continuous improvement
• Respect: Fostering a culture of inclusion and collaboration