GardaWorld is seeking an experienced and motivated IT Support Team Leader to manage and oversee daily IT support operations in Dar es Salaam, Tanzania. IT Jobs at GardaWorld 2025, This role is pivotal in ensuring seamless technical support for end-users, maintaining infrastructure reliability, and leading a team of IT support professionals. IT Support Team Leader at GardaWorld May 2025
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As a key member of the IT department, you will be responsible for managing support workflows, resolving complex technical issues, maintaining service-level agreements (SLAs), and driving operational excellence in line with ITIL practices.
Location: Dar es Salaam, Tanzania
Business Unit: Corporate
Department: IT
Career Area: Operations and Administration
Reporting to: Regional IT Support Manager
Employment Type: Full-Time
Key Responsibilities
1. Technical Support & Service Operations
- Deliver high-quality technical support across all business units to minimize downtime and enhance user productivity.
- Monitor, maintain, and optimize IT systems, including network servers, desktops, laptops, and virtualization platforms.
- Diagnose and resolve software, hardware, and network problems; document resolutions and maintain IT knowledge bases.
- Ensure adherence to IT policies, technical standards, and best practices.
2. Team Leadership & Escalation Management
- Supervise, coach, and guide a team of Level 1 IT Support Engineers to achieve individual and team KPIs.
- Act as the primary escalation point for Level 2 support, coordinating Level 3 issue resolution with internal teams or external vendors. IT Support Team Leader at GardaWorld May 2025
- Drive regular performance reviews, feedback sessions, and team improvement initiatives.
- Promote consistent documentation, knowledge sharing, and standardization of support processes.
3. Infrastructure & Systems Management
- Support the planning and delivery of IT infrastructure initiatives.
- Contribute technical specifications and recommendations for system upgrades and hardware/software deployments.
- Monitor system performance and support capacity planning.
- Maintain an up-to-date inventory of IT assets and ensure infrastructure—including data centers, networks, and servers—meets operational standards.
4. Continuous Improvement & Innovation
- Identify opportunities for enhancing IT support delivery, tools, and systems.
- Foster a proactive, solution-oriented support culture focused on continuous service improvement.
- Stay updated with emerging technologies and evolving user needs to guide strategic IT enhancements.
Qualifications and Requirements
Education
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
Experience
- Minimum of 5 years in IT support roles, including 1–2 years in a leadership or supervisory capacity.
Technical Proficiencies
- Strong troubleshooting skills in hardware, software, and network environments.
- Proficient in Microsoft technologies (Windows OS, Office 365, Outlook, etc.).
- Experience with ITSM/ticketing systems and ITIL framework.
- Familiarity with networking devices and configurations (routers, switches, firewalls).
Soft Skills
- Excellent leadership, communication, and team-building abilities.
- Strong organizational and time-management skills.
- Process-driven with a focus on documentation and quality assurance.
- Committed to delivering outstanding customer service.
Working Conditions
- May involve occasional travel to regional offices or project sites.
- Availability for after-hours support and on-call duties as needed.
About GardaWorld
GardaWorld is a global leader in security and risk management, operating in over 35 countries. Headquartered in Montreal, Canada, GardaWorld delivers integrated solutions in physical security, cash logistics, crisis response, and cybersecurity. Our Mission: To deliver trusted and innovative security services that ensure the safety of individuals and assets worldwide. Our Vision: To be the global partner of choice for security solutions—setting the benchmark in service excellence and innovation. Core Values:
- Integrity – Acting with honesty and transparency
- Vigilance – Proactively anticipating and managing risk
- Excellence – Delivering superior services and solutions
- Innovation – Driving continuous improvement
- Respect – Fostering collaboration and inclusion
At GardaWorld, we believe in building a safer world. We value diversity and encourage applications from all qualified individuals, regardless of background
