Assistant Manager (ICT)– Service Support at Kenya Revenue Authority (KRA)

Purpose of the job:

Managing and coordinating ICT service support 

Key Responsibilities of the job:

• Resolve end user work tickets, complex incidents and service requests as assigned within defined SLAs.
• Management of IT end user devices (configuration, deployment, update inventory and perform preventive maintenance in accordance to KRA standards and policies)
• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.
• Management of Performance, Audit and Integrity programmes

Academic qualification:

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, or any other IT related field from a recognized university.
• Post Graduate degree in related field is an added advantage.

 Professional Qualifications

• Certification in any of the following; IT Governance, ITIL, CompTIA A+, CompTIA N+, MCSE/MCSA
• Project Management certification is an added advantage
• Membership in a recognized IT related professional body. 

Work experience:

• Minimum four (4) years’ experience in IT service support in a large or busy organization with at least one (1) year in a supervisory role.
• Competence in Windows Active Directory Management, MS SharePoint, System Centre Configuration Manager(SCCM) or System Centre Operations Manager (SCOM) Tools, network management and of Group Policy Objects
• Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365.
• Troubleshooting server side relay issues up to and including secure email gateways and smart hosts.

Key Competencies:

• Resilience, Focus, result oriented and a team player
• Strong analytical, diagnostic, decision making and problem solving skills
• Attention to details and ability to work under minimum supervision.
• Proactivity and strong interpersonal skills