Overall purpose of the job

The Information Technology Manager will be responsible for providing innovative insights into digital applications, supporting network databases and systems, updating system hardware and software, troubleshooting for system errors, assisting team members in supporting all data security initiatives and optimizations while staying abreast of relevant upcoming IT trends across sectors by identifying and acting on opportunities to improve and update hardware, software and systems.

Specific Duties

The successful candidate will be expected to:

• Manage information technology and computer systems. Plan, organize, control and evaluate IT and electronic data operations. Identify problematic areas and implement strategic solutions in time.
• Manage IT staff and recruit, train and coach employees, communicating job expectations and appraising their performance.
• Develop and direct the IT strategy for icipe.
• Design, develop and implement IT policies, Standard Operating Procedures (SOPs) and best practice guides for the Centre. Assuring all IT activities are performed within acceptable ethical and legal parameters.
• Lead the development of and coordinate installations, upgrades and maintenance of IT systems to facilitate management and reporting of the Centre activities.
• Design and implement IT research, product development and innovation in support of key priority sectors of the Centre.
• Provide leadership on digital efforts including emerging trends like artificial intelligence and big data analytics, internet of things, adoption of best practices in cyber security and other IT applications.
• Ensure security of data, network access and backup systems and ensure business continuity for the business-critical IT applications and operations (e.g., the ERP system) at the Centre.
• Oversee and determine timeframes for major IT projects including system updates, upgrades, migrations and outages.
• Integrate IT tools to increase access to and improve the quality of training programmes.
• Lead in building IT capacity and sharing digital knowledge and experience to the Centre staff and clients.
• Advice and manage in procurement of new and replacement IT hardware and software systems and equipment.
• Manage the maintenance of currency of business systems, documentation, website and other information portals.
• Conduct regular system audits, run regular checks on server hardware, software, operating systems and network and data security.
• Prepare and oversee annual IT plans and budget and ensuring cost effectiveness.

Requirements/Qualifications

• Degree in Computer Science, Software Engineering or related field.
• Knowledge of IT research and/or business software development, including supporting digital solutions and integrating IT/digital activities into projects.
• Experience with operations support systems, business support systems and multi-domain cloud systems web design, development and operation.
• Ability to supervise, guide build capacity and lead staff and the wider community of IT users and service providers at the Centre. Expertise in data centre management and data governance.
• Hands-on experience with computer networks, network administration and network installation.
• At least 10 years’ experience working in relevant field managing IT infrastructure services.
• Proficient in computer hardware, cabling installation and support.
• Proficient in wireless technology applications and interface and IT security.
• Proficient in Microsoft Windows software, including server, office and exchange.
• Understanding of systematic approaches to deliver successful projects. 

Overall Purpose of the Job

The position is open to a career driven IT Support Technician who thrives on the variety and challenge that this type of role offers. The incumbent will be tasked with delivery of first level technical support at the ICT
office. They will provide IT desktop and technical support to all staff & partners for the delivery of a wide range of IT Services including monitoring and maintaining various computer systems, installing and
configuring hardware and software.

Specific Duties

ICT Support Staff (end-users):

• Taking user support requests and calls and taking measures to fulfil them.
• Taking staff through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
• Provide support and/or troubleshooting for application (Windows, MS Office, antivirus, finance, procurement and HR services) related issues.
• Configuration and operation of videoconferencing services (ZOOM, MS Teams) and hardware (Audio/visual systems).
• Set up new users' accounts and profiles and deal with password issues.
• Handle periodic maintenance of hardware and software (computer and printer servicing, minor repairs, and software updates).
• Installation, configuration and troubleshooting of desktop hardware.
• Provide support in setting up end-user training activities – induction training in using KONICA shared printers, basics of MS Office and ZOOM.
• Engage with external service providers as required.
• Engage with the rest of the unit for guidance on difficult issues.
• Escalate support queries as required.
• Other tasks as directed by Management.

Operational:

• Identify areas of possible improvement to processes and/or services provided to the Centre by the IT function.
• Handle IT related documentation and relevant reporting.
• Contribute towards the development and roll-out of the Helpdesk system.
• Assist in the development of a standards-based IT department.
• Assist in Asset Management processes (Hardware and Software).
• Document processes and/or services.
• Maintain office facilities including but not limited to conference rooms, meeting rooms, projectors etc.
• Manage consumable and parts (i.e., printing papers, toners).
• Maintain a neat and tidy work environment.
• Other tasks as may be assigned.

Development:

• Show initiative and enthusiasm towards personal and professional development and the development of others in the team as well as increasing their awareness and knowledge of ICT
• Rapidly establish a good working relationship with end-users and other professionals

Requirements/Qualifications

• Bachelor of Science Degree in information Technology (IT), Computer Science or related field.
• 2 years Relevant Work Experience.
• Good communication skills.
• Good level of ICT proficiency, particularly with Windows 10 and Microsoft Office.
• Knowledge on general computer repairs and hardware and software troubleshooting.
• Familiarity with networking, telephony, tele/video conferencing, smartphone hardware and software (iOS, Android, etc.) and mobile phone service technologies.

Core Competencies

• Hardware and software setup and configured.
• Internal users supported.
• External service providers supported.
• Efficient and effective helpdesk administration.