Service Centre Unit Lead (L2) at Apeiro Kenya

About the role

• This is an internal opportunity open exclusively to current Apeiro L2 National Service Desk Agents. The Service Centre Unit Lead is a senior operational role that builds on the Agent position — you will continue to handle incidents and service requests while additionally taking on responsibility for coordinating your shift unit, driving quality standards, and providing leadership support to your team.

What you'll do

• Receive, analyze, and resolve incidents escalated from the Level 1 Call Centre (147).
• Conduct root cause analysis for functional and operational issues affecting TaifaCare platforms.
• Resolve configuration, access, workflow, and data-level issues without requiring technical escalation.
• Coordinate escalation to Level 3 technical teams when system-level intervention is required.
• Validate resolution effectiveness with county teams and end users before closing tickets.
• Maintain detailed documentation of troubleshooting steps, resolution actions, and incident outcomes.
• Process access provisioning, role configuration requests, and approved system-level changes.
• Maintain a comprehensive audit trail for all service requests and ensure timely fulfilment within defined SLAs.
• Maintain effective communication with Level 1 Call Centre agents and county support teams on escalated cases
• Provide regular status updates to users and stakeholders on open incidents and service requests.
• Coordinate daily activities and ticket workflows within the assigned unit or shift team.
• Conduct shift briefings and handover meetings to ensure continuity of service.
• Monitor team workload distribution and assist with ticket balancing across the support unit.
• Provide guidance and support to team members handling complex incidents.
• Monitor ticket quality, resolution accuracy, and documentation standards across the unit.
• Conduct quality checks on resolved tickets to ensure compliance with SOPs and SLA requirements.
• Track unit SLA compliance across all priority levels (P1–P4) and report on performance indicators, including First Contact Resolution (FCR), Mean Time to Resolution (MTTR), and escalation rates.
• Take the lead on P1 critical and high-impact P2 incidents by coordinating multi-team response and validating resolutions before closure.
• Participate in post-incident reviews and lessons-learned sessions for major incidents.
• Serve as the primary liaison between the support unit and the Service Delivery Manager, providing shift status updates and performance reports.
• Review knowledge base articles developed by team members and support the development and maintenance of Standard Operating Procedures (SOPs).
• Champion continuous improvement of support processes and facilitate knowledge sharing within the support unit.
• Participate in the on-call rotation for after-hours P1 incident support.
• Ensure team adherence to information security, data protection, and confidentiality policies.

What we're looking for

• Minimum of 2–3 years of experience in IT service desk, application support, technical support, or healthcare technology support environments.
• At least 1 year of hands-on experience providing Level 2 support, handling escalated incidents, troubleshooting functional and operational issues, and coordinating with Level 1 and Level 3 teams.
• Experience working in an SLA-driven service desk environment with exposure to incident management, ticket prioritization, escalation, and resolution tracking.
• Demonstrated experience supporting enterprise applications, healthcare information systems, or digital health platforms.
• Experience conducting root cause analysis, resolving complex incidents, and maintaining detailed troubleshooting and resolution documentation.
• Experience handling P1/P2 incidents and coordinating multi-team responses is an advantage.
• Demonstrated consistent performance against agreed Key Performance Indicators (KPIs) during the period of service.
• Bachelor’s degree in Information Technology, Computer Science, Health Informatics, or a related field.
• Hands-on working knowledge of Apeiro platforms, including Provider Portal, SHA ERP, eClaims, and related systems.
• Familiarity with HMIS systems (L5/L6), Practice 360, and Konvergenz ecosystem workflows.
• Understanding of the TaifaCare support hierarchy (L0–L4) and established escalation pathways.
• Proficiency in the CRM and ticketing systems used within the National Service Desk.
• Strong root cause analysis and structured troubleshooting skills.
• Demonstrated ability to guide, mentor, and support peers within a team environment.
• Strong written and verbal communication skills, with the ability to engage effectively with both technical and non-technical audiences.
• Proven reliability in SLA-driven environments, with a high level of personal accountability and ownership.
• Ability to remain calm, decisive, and effective under pressure, particularly when managing P1 and P2 incidents.
• Strong commitment to accurate documentation, knowledge sharing, and continuous improvement.