Manager Intervention – Enterprise Technical Support

About the role

The Manager, Intervention – Enterprise Technical Support leads the technical intervention team within Telkom Kenya’s Enterprise Technical Support Business Unit. The role focuses on building a high‑performing team through up‑skilling programmes, ensuring service standards are met, and driving continuous improvement of ticket resolution and field support processes.

Key responsibilities

• Design and deliver technical up‑skilling programmes for Intervention Engineers.
• Provide first‑line technical support to the call‑center team and resolve tickets within SLA.
• Manage escalated technical issues, coordinate resolutions, and communicate escalations to line management.
• Support field engineers on‑site, linking them with back‑office teams as needed.
• Monitor individual and team performance, enforce KPIs, and conduct regular performance reviews.
• Analyse recurring network incidents and field faults, sharing findings with field managers for permanent fixes.
• Collaborate with internal engineering teams to identify root causes and support solution implementation.
• Coordinate resource planning with the Head of Enterprise Support to optimise team productivity.

Required profile

• Minimum 3 years of relevant experience in enterprise technical support or a similar field.
• Senior‑level leadership experience with a proven ability to coach, mentor and develop technical teams.
• Strong analytical mindset with experience in incident analysis and process improvement.
• Excellent communication skills for interacting with internal teams, field engineers and customers.
• Ability to work under pressure and meet strict SLA and KPI targets.

Required skills