MKPOA Jobs,Head of Global Service Desk in Nairobi



Job Summary

The Head of Global Service Desk will be responsible for building and managing M-KOPA’s new Global Services Desk which will form an essential part of supporting our staff and customers across Africa and beyond. This will encompass operational support, service desk, monitoring and issue resolution. This will include both internal and external services provided by M-KOPA for staff and customers in addition to monitoring and supporting services from external providers used by M-KOPA.



The HoD – Global Service Desk will be accountable for:·Monitoring and optimizing service delivery and staffing levels for the service desk and NOC (operations centre.)·Developing and improving service management processes driving continuous improvements.·Monitoring and driving improvement across departmental KPIs in support of its Key Objectives and Results.·Drive service desk processes and measures in support of the goal of ISO standards.·Mentor and train global service desk members in ITIL methodologies.·Lead the new Technical Security Team as a horizontal across M-Kopa’s Technical Operations Department.



  • Has served in at least two similar roles in their past career·Has managerial experience for more than 20 team members or more·A proven record in ITIL roles, like Problem or Incident Manager·Experience in leading an “Operational Team”·Experience within a mobile operator and/or banking industries·Experience of running a service delivery capability in the context of a cloud-service platform


  • Proven understanding of ISO 9001 and 27001 ·Experience in IT-Security
    ·Experience in Microsoft Azure

Qualifications and Education Requirements

  • A minimum academic qualification of a university degree and tertiary associated qualifications within the field of Computer sciences.·ITIL Practitioner Level

General Information

Salary range Not specified
Additional information Not specified
Job start date Sunday, March 5, 2017
Contract type Permanent
Job type Full Time
Location Nairobi
Area of work Computers, software development
Seniority Senior manager (department head)

Job Requirements

Required education

Bachelor’s degree

Required relevant work experience

5 years

Required skills

  • Operating systems
  • Cloud architectures and services
  • Information security
  • Enterprise Resource Planning – ERP system (use of)
  • Service Level Agreement (SLA)
  • Computer, laptop maintenance and repair
  • System and network security
  • IT equipment installation and configuration
  • Personnel management
  • ITIL

Required languages

  • English

(Spoken: fluent | Written: fluent)