About the Company

World Network Systems is an IT services company offering managed IT services, hotel IT support, network cabling, cloud computing solutions, outsourced IT support, PC deployment, and WiFi installation services for businesses of different sizes. The live vacancy was publicly listed on April 15, 2026.

Job Summary

The Operations Manager will be responsible for the smooth day-to-day running of the Nairobi support hub. The role focuses on maximizing team productivity, ensuring high-quality service delivery to US clients, optimizing internal processes, and supporting the growth of the Kenya operations.

Key Responsibilities

Oversee day-to-day operations of the Nairobi team
Create and manage schedules for all WNS staff across the Kenya and CR teams
Ensure high productivity and performance of the Kenya and CR staff
Monitor operations, run reports, and make real-time adjustments to improve efficiency
Track time and utilization of Kenya staff using Atera or PSA tools
Generate monthly billable hours reports, organize data, and prepare information for invoicing
Handle travel logistics for the team when required, including client visits and training

Additional Important Responsibilities

Team Leadership and Development

Coach, mentor, and develop the technical team including the Senior Network Admin and Desktop Support Technician
Conduct regular one-on-one meetings and performance reviews
Identify training needs and organize skill development in areas such as UniFi, SonicWall, Watchguard, and Atera

Process Improvement and Quality Control

Develop, document, and enforce standard operating procedures and best practices
Improve workflows for ticket handling, documentation, and client handovers
Ensure consistent high-quality documentation in the knowledge base

Client Service and Escalation Management

Act as the main escalation point for the Nairobi team with the US team and clients
Monitor client tickets and SLAs to ensure timely resolution and high satisfaction
Facilitate daily and weekly sync meetings between Kenya and US teams

Tools and Technology Management

Oversee proper use of Atera, Office 365, UltaTel, and other tools
Ensure all technicians follow security protocols and best practices

Reporting and Performance Analytics

Track KPIs such as ticket resolution time, first-time fix rate, utilization percentage, and client satisfaction
Prepare weekly and monthly operational reports for the Owner, Lance

Compliance and Administration

Ensure all contractors follow their agreements, maintain proper timesheets, and meet professionalism standards
Support onboarding of new team members
Assist with office operations and coworking space management where needed

Continuous Improvement

Identify opportunities to reduce costs and increase efficiency
Work closely with the Owner on scaling the Nairobi team.

Qualifications

Diploma qualification
At least 3 years of experience
Strong operations, team management, reporting, scheduling, process improvement, and service delivery coordination capability
Experience working with IT support environments, client-facing service teams, and productivity tools will be an advantage.

Method of Application

Interested and qualified candidates should apply using the Apply button on the employer’s or job listing portal.