This position is primarily responsible for ensuring daily effective, efficient, and secure operation of all IT systems within CWS Africa, managing systems, network and IT support related activities. The position requires flexibility, innovation, initiative, good communication and interpersonal skills and confidence in dealing with different types of systems and more importantly, different types of people.
This position directly supervises the Uganda IT Specialists.
Requirements
Education & Certifications:
- Bachelor’s degree in information technology related field, or four (4) additional years work experience in IT required in lieu of bachelor’s degree.
- Other advanced professional training in IT related field is required.
- Licensing/Certification: Industry certifications in IT or areas of networking or systems administration ice required. ITIL certification is an added advantage.
Experience:
- A minimum of Six (6) years of paid work experience is required.
- A minimum of Four (4) years of experience in IT related field is required.
- A minimum of One (1) year direct supervisory experience required.
- A minimum of 3 years’ experience in IT staff and systems support preferably in a Windows based environment, is preferred.
Leadership and Project Management (30%)
- Manages the day-to-day running, maintenance, administration, and development of IT facilities at CWS Africa IT hub in the Nairobi Office.
- Identify the training needs of the IT Support Specialists / officers and plan for their training.
- Mentor and coach new IT Officer / IT Specialist staff as they are onboarded into the organization.
- Conduct performance reviews and monitoring time and attendance.
- Analyzing helpdesk data to identify technology needs and staff IT training needs then plan and deliver IT training to information systems.
- Coordinate IT onboarding sessions for new hires during their orientation in coordination with the Training Department.
- Champion for Service and Support in projects and develop a strong understanding of projects impacting IT service area and ensuring service impact is minimized and agreed.
- Maintenance of the organization’s ICT resources.
- Service Desk management and end users IT support; assisting individual staff with troubleshooting and resolving computer software and hardware problems.
- Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance are achieved.
- Take ownership of the escalation process of major incidents to ensuring coordination of resolving parties, and effective communication to stakeholders.
IT Security and Compliance (10%)
- Achieves and maintains a thorough knowledge and adherence to established RSC Africa, CWS/IRP, DOS/PRM and USCIS policies and procedures regarding ICT systems management for CWS/RSC Africa.
- Follow up with the Project teams to ensure the set project controls are not breached.
- Manage and control the project risks to reduce the impact on the project delivery.
- In collaboration with the IT Security Unit;
- Implement the security compliance tasks and projects in the IT environment.
- Risk assessment and mitigation: Monitor and optimize network performance, reliability, and security. Implement measures to prevent downtime, data loss, and cyber threats.
- Respond to observed and reported IT Security risks for compliance.
- Evaluate the efficiency of controls in collaboration with the IT Security unit and continuously improve them.
- Coordinate audit-related tasks, ensuring readiness for audit testing and responses to external/internal audit findings.
- Keep abreast with local regulatory developments as well as evolving best practices in compliance control.
- Ensure there is adequate disaster mitigation strategies are in place and that there is complete backup of all Information Systems to ensure continuity in case of a failure or a disaster, including testing and providing reports per the existing policies.
Administration (35%)
- Upholds the help desk escalation process through 1st and 2nd line IT support or as per the set escalation matrix.
- Responds to escalated help desk requests within the stipulated timelines, escalates helpdesk requests to other senior IT staff when necessary and makes follow ups to ensure helpdesk SLAs are not violated.
- Analyzing helpdesk data to identify technology needs and staff IT training needs then plans, and delivers IT training to information systems users including new hires IT orientation in coordination with the Training Department.
- Provide regular updates to the project stakeholders on the progress.
- Analyzing Service Desk data to identify technology needs within the country office.
- Assists with computer equipment and software budgeting, procurement, installation, administration, support, and maintenance.
- Monitor, control, and support IT service delivery; ensuring systems, policies and procedures are in place and followed.
- Accurate reporting on IT service performance and proactively establishing service improvement activities.
Representation and Collaboration (20%)
- Travels to remote locations for monitoring of IT equipment and client support needs assessment.
- Coordinate with the respective departments on field IT support and IT staffing.
- Support and monitor the DINs installation Project across all remote processing locations in Africa.
- Works closely with the Property department to ensure that they keep an updated IT equipment inventory with functional IT equipment to support users.
- Collaborates with and supports the HQ office IT staff and other Country offices IT Staff in their tasks and various projects.
- Working with the other IT units’ specialists on various tasks and projects and when needed, covers the responsibilities of the other IT Staff.
- Accountable for the quality of IT Service and performance in the country and field offices.
- Responsible for maintaining a high level of customer/client satisfaction and finding ways to measure and improve it.
- Provides technical input and recommendations to the Country office management on all computer hardware, software and related procurement.
Additional Responsibilities (5%)
- Performs any other duties that may be assigned to enhance the effectiveness and integrity of CWS Africa ICT systems for the benefit of the refugee processing program.
- Working with the other IT units specialists on various tasks and projects and when needed, covers the responsibilities of the other IT Staff.
- Any other tasks as assigned by IT Management
