Manager for Technical Office at Solidicon

Solidicon

  • Kenya
  • Permanent
  • Full-time
  • 8 days ago
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…Manager for Technical OfficeAbout Solidicon:
  • We're seeking a proactive and experienced Technical Manager to guide and support our teams, mainly technical support team, ensuring smooth operations, high-quality customer interactions, and the professional development of team members.
Role Overview:
  • As the Location Manager for the Technical Office, you will play a dual role: leading the support team (and other local technical teams) while actively participating in technical support activities. You'll serve as a key escalation point, coach team members, oversee ticket management, and ensure alignment with SLAs and company standards. You will also be responsible for fostering a positive and collaborative office environment that supports both performance and well-being.
Key Responsibilities:
  • Supervise day-to-day activities of the teams located in the office and ensure even workload distribution
  • Keep management apprised of activity through structured reporting
  • 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 2 years 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
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