IT Support Team Lead

Do you have experience in leading, overseeing, and prioritizing the work of the IT Support Team? Are you a natural problem-solver able to troubleshoot and escalate any issues which may arise?  Sounds like the role of IT Support Team Lead could be for you! Read on to find out more!

The Company

Tiko (previously known as Triggerise) believes in a world where all youth have the power to choose where, when, and how they meet their sexual reproductive health needs. Our digital platform delivers scalable and verifiable sexual reproductive health services for young people in 5 main markets in Sub Saharan Africa - Kenya, Ethiopia, Uganda, South Africa and Burkina Faso. We work together with local communities and use nudges like reminders, discounts, and reward points to encourage our users to access and use sexual and reproductive health services. We also support our users in becoming micro-entrepreneurs and adding value to their economies.

Tiko has offices in South Africa, Kenya, Ethiopia, the Netherlands and Portugal. Globally, our team consists of 160 enthusiastic, international colleagues. Whether you are working from our biggest office in Nairobi, the fast-growing office in South Africa, or from home, our people are young and our culture is global and dynamic. Our work environment is fast-paced, informal, and friendly. You can learn more about what being part of Tiko is like here.

We are open to remote work for this position and will happily accept applicants from anywhere in Portugal, South Africa, and Kenya. The Job

The IT Support Team Lead oversees and prioritizes the support team's work, ensuring technical support is provided to the internal organization. You are responsible for setting up, troubleshooting, and escalating any issues with software and hardware within the organization.

Responsibilities:

• You coordinate the IT support team's tasks and participate in cross-team projects involving your team. You design and implement processes and policies to ensure a smooth IT support experience.

• You install and configure laptops and other organisational hardware. You ensure updates are available, provide advice and support for installations, grant employees access to relevant accounts, and revoke access when they leave.

• You assist employees in resolving technical issues through remote, phone, and long-distance support. You escalate unresolved issues and act as the liaison with supplier support, maintaining logs of support requests and their resolutions.

• You manage the organisation's hardware stocks, balancing availability and cost. You oversee software licenses, collaborate with procurement to ensure high-quality purchases at competitive prices, and maintain a comprehensive overview of IT assets and licenses.

• You lead and develop the individuals in your team. You mentor them if needed.

• We expect you to actively participate in meetings and projects. We also expect you to continue to develop yourself and keep abreast of new developments.

About you
You are a hands-on leader who develops and mentors your team members as needed. You maintain a high-level perspective on complex projects while keeping an eye on the details. You suggest changes to processes and tools, continually innovating and improving our IT Support. You are proficient in managing both Macs and Windows PCs.

Requeriments:

• At least 5 years of experience in a similar role.
• Minimum of 2 years of experience leading a support team.
• Proficient in setting standards for hardware requirements, maintenance, and replacement of assets.
• Knowledgeable in Google Workspace (Professional Google Workspace Administrator certification is a plus).
• Skilled in using remote monitoring administration tools (e.g., NinjaOne, Pulseway).
• Strong experience in NetSuite administration (mandatory).
• You are fluent in English.

The Rewards

At Tiko we believe in being open, also when it comes to salaries. The monthly salary brackets for this position is €2,525 - €3,150 gross in Portugal, R48,900 - R61,180 gross in South Africa, and Ksh285,730 - Ksh357,160 gross in Kenya, plus benefits. We will offer you a salary in this bracket depending on your level of experience and how it relates to your future colleagues.

In addition to your monthly salary, we also offer:

• A personal development budget.
• Unlimited holidays, if you can make it work with your team you’re good to go.
• Growth opportunities.
• A product to help shape as we grow, to leave your mark on how we do things.
• A vision that we trust that you will do your job without us having to invent unnecessary rules and regulations.

The Details

Interested? Click Apply for This Job! Want more information? Check out our website tikoafrica.org or contact our Global Recruiter. We only accept applications through the apply links, not by email.

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Tiko prioritizes integrity in our workplace and respects your privacy.

Tiko is committed to preventing any type of unwanted behaviour by its employees at work, including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct. This is why we will do reference and background screening checks on successful candidates before hiring. Tiko also participates in the Inter Agency Misconduct Disclosure Scheme_. As part of this scheme, we will request information from your previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during your employment, or incidents under investigation when you left employment. By applying for this position, you confirm you have read and understood these recruitment procedures.
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We value your privacy and understand the importance of safeguarding your personal data. We invite you to review our privacy notice for the recruitment process to understand how we collect, use, and protect your personal data during the recruitment process. Click here to view the document. By applying for this position, you acknowledge that you have read and understood our privacy notice.