ICT Support Services
Manager
Organizational Context
Adeso, formerly known as Horn Relief, is an expanding and vibrant African based international development and humanitarian organization.
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.
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 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
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
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:
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
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.
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
Only short-listed candidates will be contacted. Adeso is an equal opportunity employer