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  • Posted: Apr 29, 2021
    Deadline: Not specified
  • The Kenya Revenue Authority (KRA) was established by an Act of Parliament, Chapter 469 of the laws of Kenya , which became effective on 1st July 1995 . The Authority is charged with the responsibility of collecting revenue on behalf of the Government of Kenya. A Board of Directors, consisting of both public and private sector experts, makes policy decisio...
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    Manager – Service Support (Southern Region)

    Department:     Corporate Support Services

    Division:           Information and Communication Technolog

    Job Summary:

    • The Manager Service Support is responsible for coordinating and managing ICT user support and asset management in the Region of responsibility.

    Key Responsibilities: 

    • Define and regularly review incident and service request classification, prioritization schemes and criteria for problem registration to ensure consistent approaches for handling, informing users and conducting trend analysis.
    • Review the unit’s KPIs, procedures and processes to guarantee their relevance as well as ensure continual improvement.
    • Ensures all IT Services in the region are serving users and Taxpayers at all times
    • Support the business in ensuring key systems, networks, scanners are functioning as required in Kilindini and other areas
    • Liaise with key government agencies and resolve IT related issues/challenges and optimize on provision of IT services.
    • Set performance targets for direct reports and ensure that they are achieved.
    • Develop the annual work plan for the Service Support unit.
    • Coordinate with the KRA Regional and Station Managers to ensure that ICT services are provided promptly.
    • Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.
    • Prepare monthly, quarterly and annual sectional reports
    • Develop, mentor, coach and promote talent growth among staff in order to support business through excellent customer service
    • Conduct performance management in the unit to ensure that the mutual needs of the staff and Authority are being met.
    • Coordinate Corporate initiatives within the unit such as Audit, Integrity, QMS and Risk Management

    Academic and Professional Qualifications    

    • Bachelor’s Degree in Computer Science, Information Technology or any other IT related field
    • Master’s degree in Computer Science, Business Administration or related Postgraduate degree will be an added advantage 

    The following certifications will be an added advantage:

    • IT Governance & Service Level Management i.e. ITIL, COBIT or equivalent
    • Microsoft certifications; Certified Systems Engineer(MCSE), Microsoft Certified Solution Associate(MCSA), Microsoft Certified Solution Developer (MCSD)
    • Business Systems Analysis i.e. CBAP Certification / Training
    • Project Management i.e. PMP or Prince 2

    Relevant Work Experience/ Technical Skills Required         

    • The post holder should have at least five (5) years’ progressive experience in a busy IT environment, with at least two (2) years’ at entry-level management in a large or busy organization
    • Competence in Windows Active Directory Management Tools plus creation and deployment of Group Policy Objects
    • Conversant with process automation and experience working with automation tools such as MS SharePoint, System Center Configuration Manager(SCCM) or System Center Operations Manager (SCOM)
    • In-depth knowledge and experience in setup and troubleshooting of complex Local Area Networks and Wide Area Networks
    • Proficiency in IT Service Management Systems. Mastery in creation of dashboards, Configuration Management, Automated workflows and Reporting
    • Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365. Troubleshooting server side relay issues up to and including secure email gateways and smart hosts.


    The job holder must:

    • Possess strong leadership and managerial skills
    • Have strong analytical and problem solving skills
    • Capable of making decisions in complex situations
    • Display excellent communication and interpersonal skills
    • Exhibit exceptional organizational and administrative skills
    • Possess good negotiation skills
    • Have good business knowledge

    Method of Application

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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Average Salary at Kenya Revenue Authority (KRA)
KSh 71K from 35 employees

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