Job description
About One Acre Fund
Founded in 2006, One Acre Fund equips 5.5 million smallholder farmers to make their farms more productive. Across nine countries that together are home to two-thirds of Africa’s farmers, we provide high-quality farm supplies, tree seedlings, accessible credit, modern agronomic training, and a wide range of other agricultural services. On average, this model enables any farmer to increase their income and assets on supported land by more than 35 percent, while permanently improving their resilience. This is all made possible by our team of 9,000+ full-time staff, drawn from diverse backgrounds and professions.
To learn more, please see our Why Work Here blog post.
About the Role
You will deliver first-level remote technology support with excellent customer service, resolving inquiries quickly while driving process improvements and automation to increase scale and quality. This manager-level role manages and works with a small team of Service Desk Technicians, covering service desk operations, documentation/knowledge management, and medium-scope project work within ITSM standards. You will join IT Operations – Tech Service Desk Team, report to the Senior Service Desk Admin, and work hybrid from Nairobi or Kakamega (Kenya) or Kigali (Rwanda).
Responsibilities
- Coordinate first-level remote support across applications, hardware, and software, delivering professional assistance that minimizes business disruption.
- Monitor and respond to assigned tickets within defined Service level agreement timelines. Perform initial troubleshooting and document findings in the ticket. Escalate unresolved or complex issues according to ITSM procedures and communicate with users until resolution.
- Administer service desk tools and configurations; ensure accurate, up-to-date ticket, incident, request, and problem records.
- Improve ticket quality and communication by adding relevant context, updates, and resolution notes for customers and resolvers.
- Identify recurring incidents and problems; propose fixes, automation, and cost-reduction opportunities to improve scale/quality at the same spend.
- Build and use documentation: diagnostic scripts, user guides, templates, Known Error Database (KEDB), and knowledge-base articles.
- Lead medium-scope project work within IT Operations; contribute ideas and decisions that improve service delivery.
- Collaborate with Business/IT stakeholders (Tier 2, Incident Management, DevOps, Engineering) to resolve issues and implement changes.
- Lead and develop Service Desk Technicians through coaching, feedback, performance inputs, and skills growth.
- Report on service performance and trends; recommend process improvements and uphold organizational technology policies and baselines.
Career Growth and Development
We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.
Qualifications
Across all roles, these are the general qualifications we look for. For this role specifically, you will have:
- 2–3+ years in a Service Desk/IT support role, including some people management (e.g., team lead or supervising technicians).
- ITIL Foundation (or similar) and strong ITSM practice across incident/request/problem and change, with SLA discipline.
- Hands-on experience with Jira Service Management (queues, workflows, SLAs, reporting/metrics).
- Solid troubleshooting across applications, hardware, and software; familiarity with networks, endpoints, and account/licensing workflows.
- Proven knowledge management capability: create/maintain diagnostic scripts, KEDB entries, user guides, and clear ticket notes.
- 1+ years of experience delivering medium-scope projects, driving process improvements, and identifying automation/cost-reduction opportunities.
- Strong stakeholder communication with Business Ops, IT Ops, Tier 2, Incident Management, DevOps, and Engineering.
- Comfort working within organizational tech policies/baselines, making routine decisions in low–medium risk environments.
- Nice to have: basic scripting/automation, data skills for dashboards, and multi-country support exposure.
Preferred Start Date
As soon as possible
Job Location
Nairobi/Kakamega, Kenya, or Kigali, Rwanda
Benefits
Health insurance, paid time off
Eligibility
This role is only open to citizens or permanent residents of Kenya and Rwanda.
Application Deadline
17 February 2026. Please note that we hire on a rolling basis which means that applications are reviewed and processed on a continuous basis until a hire is made.
One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @oneacrefund.org address. Please report any suspicious communication here ([email protected]), but do not send applications or application materials to this email address.
Diversity, Equity, Inclusion (DEI), and anti-racism are deeply connected to our organization’s mission and purpose. One Acre Fund aspires to build a culture where all staff feel consistently valued, represented, and connected – so that our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.
