NGO ICT Support Services Manager Job in kenya

ICT Support Services Manager

Organizational Context

Adeso, formerly known as Horn Relief, is an expanding and vibrant African based international development and humanitarian organization. 

At Adeso, we work with African communities who are yet to realize their full potential; working inside these communities to create environments in which Africans can thrive. 

Our belief that economic, social and environmental security is the bedrock of a healthy community drives the nature and intent of our programming. 

We work to prevent and overcome situations that adversely affect community well-being by: reinvigorating the economy, developing skills for life and work, providing humanitarian aid, and influencing policy.

For the past 20 years we have strengthened rural livelihoods through environmental awareness, training, technology transfer and innovative humanitarian projects in pursuit of a peaceful, self-reliant, and greener future. 

Currently, Adeso has programs in Somalia, Kenya and South Sudan. Our current donor portfolio includes the European Commission, USAID, SIDA, CIDA, UNICEF, and the Government of Netherlands, among others.

Adeso is an exciting and dynamic organization experiencing managed rapid growth. It offers sound employment conditions with opportunities for personal growth and development.

Position Summary

Adeso is seeking a qualified and committed individual to join the team as an ICT Support Services Manager for all operations in Kenya. Based in Nairobi, with travel to other field offices, the ICT Support Services Manager will be a full-time member of the Adeso team. 

The ICT Support Services Manager is expected to maintain an efficient and high-performance working environment, enabling employees to enjoy all the benefits that today’s Information and Communication Technology can bring to a dynamic and culturally diverse organization such as Adeso.

Position Purpose 

This position is responsible for managing all existing ICT Resources and providing technology support and training. 

Primary purposes include ensuring the efficient performance of the ICT Support Services Team, maintaining optimal operational conditions of all existing ICT Infrastructure, Information Management Systems and Communication Systems and also ensuring the provision of adequate technical support and training for existing systems, and new systems, as required. 

This position will also support the ICT Development Manager with the implementation of agreed new systems; and will be responsible after an agreed point for their subsequent maintenance.

Specific Roles and Responsibilities

In adherence to Adeso Policies, Donor Regulations and local law regulations, also in coordination with the ICT Development Manager and Operations Director, perform these specific roles and responsibilities:

ICT Support Services Team Management

• Provide recommendations and manage adequate staffing of the ICT Support Services Team.
• Manage efficient performance of the ICT Department staff through implementation of the Performance Monitoring Framework, including regular setting of the work objectives, performance reviews and appraisals.
• Lead, motivate and develop the capability of the ICT Support Services Team to achieve and potentially exceed the agreed work objectives.
• Manage delegation of duties and responsibilities of the ICT Support Services Team.
• Prepare and update a work-plan for the delivery and ongoing development of the Adeso’s ICT function.
• Manage day to day activities of the ICT Support Services Team, including planning, scheduling, allocation, and progress monitoring of daily activities, aimed towards achieving their work objectives.
• Manage ICT Support Services Team administrative tasks, such as staff attendance, timesheets, leave/travel planning and authorizations.
• Provide recommendations and manage training and other competence development initiatives for the ICT Support Services Team.
• Provide recommendations and manage corrective measures and disciplinary actions for the ICT Support Services Team. 

ICT Support Services Operations 

1. Develop and manage implementation of the ICT operational procedures, guidelines, induction and training materials related to the ICT Support Services function. 

2. Maintain optimal working condition of all the hardware, software and communication systems (the ICT Infrastructure) currently on line, and those implemented in the future, including: 

• Power supply and uninterrupted power supply (UPS) systems, Local Area Network, Servers hardware and software, Workstations hardware and software, Printers / Scanners / Copiers, Internet connectivity equipment, Communication equipment and any software required for the utilization and sharing of this equipment. 
• Special Software Systems such as: Files backup software, including server and workstations files backup, archiving, recovery and off-site files backup, system recovery tools for servers and workstations. E-mail systems, Web applications Internet/ Intranet systems, On-line (cloud) collaboration tools and applications, Business Applications and other Management Information Systems with associated Database systems, other software systems for special purposes. 
• Tools, cleaning equipment and other ICT related accessories (i.e. external disks, flash disks, digital cameras, GPS devices, etc). 

3. Manage and ensure efficient operation of the ICT Help-Desk function, including receiving, assessment, prioritization, scheduling of support requests, actual work on resolving problems, obtaining external (2nd level) support, progress updates, escalation, documentation, archiving and maintenance of the Knowledge Base. Provide analysis and trending information for senior management on how systems are functioning and the response of the ICT department to issues.

Manage and ensure efficient operation of the ICT Administration functions, including the management of various user accounts and security groups’ permissions and access rights, ICT Assets Management, Perpetual Billing and Replenishment of ICT related consumables, shared Contacts and Calendar management.

Manage and ensure efficient ICT related capacity development of Adeso staff, through providing technical support, guidance and trainings related to subjects such as the basic ICT competence/skills, advanced office proficiency tools use, special software and information management systems use, ICT Policies, operational procedures and guidelines on proper use of the ICT resources. Also perform ICT Induction for new Adeso staff. Where required, and in conjunction with the ICT Development Manager, provide training and support the facilitation of workshops for systems in development.

Provide support to the Logistics function in ICT related procurement tasks, such as: 

• Provide recommendations on hardware and software specifications 
• Identify and assess capacity/quality of local suppliers and service providers 
• Obtain quotations related to local ICT Infrastructure procurement 
• Follow-up with local suppliers/service providers on delivery of purchased ICT goods/services

Any other relevant duty in accordance with the Adeso Policies, delegated by the ICT Development Manager, in conjunction with the Operations Director, as may be required.

Skills and Qualifications

• Advanced University degree in an ICT related discipline. 
• Minimum 7 years relevant (ICT related) working experience, minimum 5 years in a managerial position. 
• Excellent inter-personal and general communication skills. 
• Ability to work with minimum supervision in a multi-cultural environment. 
• Fluent spoken and written English and Kiswahili. 

Any of these or equivalent professional certificates would be considered an advantage:

• Microsoft Certified Technology Specialist (MCTS)
• Microsoft Certified IT Professional (MCITP)
• Microsoft Office Specialist (MOS)
• Cisco Certified Network Associate (CCNA) or Professional (CCNP)
• Cyberoam Certified Network & Security Professional (CCNSP) or Expert (CCNSE)
• CompTIA A+, Network+, Server+, Security+, CTP+, CTT+

How to apply:

This is a challenging opportunity for a dedicated and highly motivated professional. 

If you would like to join this dynamic team and be part of building resilience and economic growth in Africa, please submit your application to jobs@adesoafrica.org, quoting the position in the email subject matter, by 31st October 2012. 

Each application should be addressed to the Human Resources Manager and include the following:

• An updated CV; and
• An application letter which should include remuneration requirements and contact information for three work-related referees.

Applications not including all of the above information will not be reviewed.

Only short-listed candidates will be contacted. Adeso is an equal opportunity employer