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ICT Manager

Salary rangeConfidential | Contract type: Permanent

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Job Summary

  • Minimum of 5 years relevant professional experience in ICT support services and ICT Management.
Desirable qualifications, skills and experience
  • Degree in Computer Science; with professional Information Systems qualifications, Microsoft would be preferable
  • Experience of managing ITIL Service Desk processes
  • Experience in user desktop support, in particular Office 365 and cloud
  • Experience in Microsoft Exchange/Outlook, Ms Teams
  • Knowledge of NTEs, VPNs and global communication methods
  • Experience in structured cabling in particular CAT6, etc.
  • Good working knowledge of networking and PC infrastructure


Specific tasks include:
  • Efficiently carry out day-to-day responsibility for the management of ICT support services within the BHC.
  • Hold full accountability for managing complex  large-scale corporate IT project
  • Effectively oversee the availability and reliability of ICT systems and infrastructure ensuring that staff receives quality services in line with the business plan for the year.
  • Allow flexible Cross-HMG working through IT infrastructure enhancement.
  • Implement, manage and maintain an ICT Business Continuity Plan (BCP)
  • Manage and carry out ad-hoc support e.g. equipment moves
  • Liaise with UK service desks by escalating faults which cannot be resolved locally to include logging, reporting and following up
  • Manage and monitor the service level agreement for the ICT support section.
Information Management role
Specific tasks include:
  •  Provide expertise and promote best practice on a range of information management issues working in collaboration with the UK Knowledge Transformation Division (KTD) leads.
  • Responsible for the general management of the shared areas including changing permissions.
  • Be in charge of team sites creation while ensuring ownership delegation.
  • Provide advice to staff in their Departments on how to utilize technology and in particular, office 365 and Cloud.
ICT Training
Specific tasks include:
  • Oversee and provide induction training to new users on DFID and BHC systems as required
  • Identify training needs and schedule regular training on ICT systems for users
  • Act as training coordinator for information and knowledge management within FCDO Nairobi.
Inventory and ICT Budget Management
Specific tasks include:
  • Ensure that an up-to-date inventory of all ICT equipment is maintained.
  • Report on performance of local Service maintenance contracts – SLAs.
  • Provide appropriate specifications (TORs) for purchases of new ICT equipment, standalone systems e.g. printers and participate in the evaluation of bids as required and ensuring Value for Money
  • Monitor ICT budget, to include accurate budgeting and forecasting.
  • Manage the ECHO IP Phones, Mobiles phones, Mobile lines both data and voice usage while ensuring value for money
ICT Security
Specific tasks include: 
  • Ensure ICT Security Procedures are followed i.e. Sign SOPS,etc
  • Manage and maintain an ICT Business Continuity Plan (BCP).
Line Management and Other Tasks:
  • Hold and lead regular meetings with staff give regular and quality feedback on performance as well as offering coaching and mentorship during 1-1s meeting in areas requiring improvement.
  • Promote good communication across the team as well as customer response
  • As the team lead, effectively influence and build a team, support and manage positive change
  • Manage and provide leave and absence cover as required.
  • Conduct MTR and Appraisals for IT staffs half year and end year respectively.
  • Build and maintain a constructive interface between the ICT support section and other sections in FCDO and, external service providers.
  • Build and maintain a working relation with regional FCDO staff.

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 5 years
Required languages: English (Spoken: fluent | Written: fluent)
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