Technical Team Leader – Modern Workplace

About the role

We are looking for a Technical Team Leader to head our Modern Workplace support team in Nairobi. You will coach, develop and manage a group of specialists delivering Microsoft 365 services to multiple clients, ensuring high‑quality service and client satisfaction.

Key responsibilities

• Lead, coach and develop a team of Modern Workplace support representatives, managing rosters, workload allocation and coverage.
• Conduct regular 1:1s, coaching sessions and team meetings, and step in on escalations and complex issues.
• Act as the primary day‑to‑day contact for assigned clients, building strong relationships with technical and non‑technical stakeholders.
• Monitor service performance (SLAs, CSAT, ticket trends) and drive quality improvements through reviews and coaching.
• Identify recurring issues, process gaps and champion automation, tooling and knowledge‑management enhancements.
• Maintain deep knowledge of Microsoft 365, Intune, Entra ID, Exchange Online, Teams and Windows environments, reviewing escalated technical problems and supporting incident management.

Required profile

• Minimum 2 years experience in a team‑lead or supervisory role within IT support, service desk or managed services.
• At least 3 years hands‑on IT support experience, preferably in a Modern Workplace environment.
• Proven ability to manage workload, coverage and priorities across multiple clients.
• Strong communication skills and confidence working with both technical and non‑technical stakeholders.
• Experience coaching, developing and performance‑managing team members.
• Continuous‑improvement mindset.

Required skills

• Microsoft 365
• Intune
• Entra ID
• Exchange Online
• Microsoft Teams
• Windows operating environments