About Company
Kenya Seed Company Limited is a leading agricultural enterprise in East Africa, with a rich history spanning over 70 years. We are at the forefront of agricultural innovation, dedicated to developing, producing, and marketing high-quality certified seeds for a wide range of crops, including maize, wheat, pasture, sunflower, and various vegetables. Our mission is to enhance food security and improve the livelihoods of farmers across the region by providing superior genetic material and excellent agronomic support. Headquartered in Kitale, Trans-Nzoia County, we operate an extensive network that serves millions of farmers, contributing significantly to the economic development of Kenya and beyond. We pride ourselves on our commitment to research, sustainability, and empowering our employees to achieve their full potential. Join us in cultivating a better future.
Job Description
Kenya Seed Company Limited is seeking an experienced and visionary Director of Technical Support to lead our critical technical support operations. This pivotal role is based at our headquarters in Trans-Nzoia County and is responsible for overseeing the entire technical support ecosystem, ensuring that our internal and external stakeholders receive unparalleled service and technical guidance across all facets of our complex agricultural value chain. The Director will be instrumental in defining and executing the strategic vision for technical support, encompassing our robust IT infrastructure, sophisticated enterprise resource planning (ERP) systems, specialized internal agricultural technology applications, and various operational tools that underpin our cutting-edge seed production, advanced research, and extensive distribution efforts throughout East Africa. Your leadership will directly impact the efficiency and reliability of our core business functions and the satisfaction of our vast network of farmers.
You will lead a diverse and dedicated team of technical support professionals, fostering a culture of excellence, continuous improvement, and proactive problem-solving. Your mandate will include strategically enhancing service delivery models, meticulously optimizing support processes to dramatically improve efficiency and response times, and implementing cutting-edge tools and technologies to elevate the overall user experience for both internal employees and external partners. A key aspect of this role involves collaborating closely with product development, IT, and operations teams to proactively anticipate technical challenges, provide valuable feedback for continuous product and system enhancements, and ensure seamless integration of new technologies into our existing ecosystem.
We are looking for a leader who can not only expertly manage daily operational demands but also vigorously drive strategic initiatives, meticulously analyze performance metrics, and translate complex technical insights into actionable strategies that contribute to business growth and innovation. The ideal candidate will possess a deep understanding of technical support best practices, a proven track record of successfully managing and scaling high-performing teams, and the innate ability to navigate and simplify complex technical environments. While not strictly required, experience in the agricultural sector or a related field with significant technical components would be a distinct advantage. This is an exceptional opportunity for a dynamic and influential leader to make a significant and lasting impact on an organization vital to Kenya’s food security and agricultural future.
Key Responsibilities
- Develop and implement the strategic vision for technical support, aligning it with the company's overall business objectives.
- Lead, mentor, and develop a high-performing technical support team, fostering a culture of continuous learning and customer-centricity.
- Oversee the management of all technical support operations, including incident management, problem resolution, and service request fulfillment for internal IT systems and agricultural technologies.
- Establish and monitor key performance indicators (KPIs) for technical support, analyzing data to identify trends, improve service levels, and enhance operational efficiency.
- Collaborate cross-functionally with IT, R&D, operations, and sales teams to provide technical insights, support new product/system launches, and ensure smooth service delivery.
- Implement and optimize technical support tools, systems, and processes (e.g., ticketing systems, knowledge bases, remote support tools) to streamline operations and improve user satisfaction.
- Manage vendor relationships for external technical support services and solutions, ensuring cost-effectiveness and service quality.
- Develop and maintain comprehensive documentation, including support procedures, troubleshooting guides, and FAQs.
Required Skills
- Minimum of 10 years of progressive experience in technical support, with at least 5 years in a senior leadership or director role.
- Demonstrated expertise in IT Service Management (ITSM) frameworks (e.g., ITIL) and best practices.
- Strong leadership and team management skills, with a proven ability to motivate, develop, and retain technical talent.
- Exceptional problem-solving and analytical abilities, with a data-driven approach to decision-making.
- Excellent verbal and written communication skills, capable of articulating complex technical information to non-technical stakeholders.
- Proficiency in managing and optimizing ticketing systems (e.g., ServiceNow, Zendesk) and other support tools.
- Solid understanding of network infrastructure, operating systems (Windows, Linux), and enterprise applications.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; Master’s degree preferred.
- ITIL certification (Foundation, Practitioner, or Expert).
- Experience in the agricultural sector, manufacturing, or a related industry with complex operational technology.
- Project management certifications (e.g., PMP).
- Familiarity with cloud platforms (AWS, Azure, GCP) and virtualization technologies.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance coverage.
- Generous paid time off and public holidays.
- Professional development opportunities and training programs.
- Pension scheme and other retirement benefits.
- Subsidized healthy meals at company canteen.
- Opportunity to contribute to food security and agricultural development in Kenya.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your application includes a detailed CV and a cover letter outlining your suitability for this role and your experience as a Technical Support leader. Only shortlisted candidates will be contacted.