At Solidicon, we're more than just a game development studio; we set hearts racing around the world, one thrilling game at a time. Our journey is fueled by a deep-seated passion for technology and an unwavering commitment to innovation. We believe in pushing the boundaries of the digital realm to create immersive experiences that are not just engaging...
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Technical Support Team Lead
- Job TypeFull Time
- QualificationBA/BSc/HND , Diploma , MBA/MSc/MA , Others
- Experience5 years
- LocationNairobi
- Job FieldICT / Computer 
- Salary RangeKSh 100,000 - KSh 150,000/month
About Solidicon:
We’re seeking a proactive and experienced Team Lead to guide and support our technical support team, ensuring smooth operations, high-quality customer interactions, and the professional development of team members.
Role Overview:
As the Team Lead – IT Support, you will play a dual role—providing technical assistance while leading the support team to deliver exceptional service. You’ll act as one of the primary escalation points, coach team members, oversee ticket management processes, and ensure alignment with SLAs and company standards. This role is ideal for someone who thrives in a fast-paced, collaborative environment and is passionate about team success and operational excellence.
Key Responsibilities:
- Supervise day-to-day activities of the IT Support team and ensure even workload distribution
- Provide hands-on technical support to customers via written communication channels
- Act as the first point of escalation for complex technical issues or client concerns
- Monitor and manage support tickets to ensure timely and quality resolution
- Train, mentor, and onboard new team members, and conduct regular performance evaluations
- Develop and maintain internal documentation and knowledge bases for team use and customer reference
- Collaborate with management on process improvements, tooling upgrades, and KPI reviews
- Ensure 24/7 coverage and efficient shift scheduling to maintain service continuity
- Foster a supportive and positive work environment that promotes team collaboration and learning
- Track and report team performance against SLAs and KPIs
Requirements:
- Higher education in IT or equivalent industry experience
- Minimum 3 years of hands-on IT support experience, with at least 1 year in a leadership or senior role
- Excellent troubleshooting skills with Windows OS, logs analysis, cloud-hosted services, and infrastructure maintenance
- Strong verbal and written communication skills in English (French is a plus)
- Experience with ticketing systems, documentation tools, and ITSM practices
- Demonstrated ability to lead by example, coach others, and manage priorities under pressure
- Willingness to work 8-hour shifts as part of a rotating 24/7 schedule
What We Offer:
- Permanent contractor contract
- On-site work in a modern, well-equipped office
- Competitive and motivating salary structure (base + performance-based variable)
- Opportunity to influence the direction and growth of a dynamic support team
- Supportive environment focused on continuous learning and career growth
Join Solidicon and be a part of shaping the future of IT support. Your leadership will make a difference.
Method of Application Interested and qualified candidates should apply using the Apply Now button below.
