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

Job Summary

The Assistant Manager – Service Support (Asset) is responsible for ensuring provision of ICT Services in the respective unit as well as coordinating the configuration, distribution, maintenance and repairs of desktop equipment and accessories and ensuring that asset data is captured in the asset management tool.

Key Responsibilities  

1. Maintain up to date asset register/database of end user equipment in the Authority
2. Manage Configuration and deployment/ distribution of end user equipment in accordance  to KRA standards and policies.
3. Coordinate inspection for site readiness and deployment of end user equipment.
4. Identify, compile and coordinate the collection of obsolete equipment.
5. Coordinate sanitization of obsolete end user equipment for disposal purposes.
6. Coordinate procurement of spare parts for faulty end user equipment
7. Resolve within defined SLAs, incidents and service requests as assigned
8. Manage the annual preventive maintenance exercise for the station and compile reports on the same and update the asset register where necessary
9. Day-to-day operations and supervision of staff in the unit
10. Facilitate implementation of the work plans for the following corporate initiatives in the unit: Audit, Integrity, QMS and Risk Management.
11. Prepare monthly, quarterly and annual unit reports
12. Supervise, mentor, coach and promote talent growth of staff in order to support business through excellent customer service
13. Conduct performance management for direct reports to ensure that the mutual needs of the staff and Authority are being met
14. Formulate and implement work plans for the Asset management unit.
15. Respond to audit queries assigned within the stipulated deadlines.
16. Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements

Academic and Professional Qualifications

1. Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or its equivalent qualification from a recognized Institution

Required certifications

1. IT Governance e.g. ITIL OR COBIT,
2. Microsoft SharePoint Administration
3. At least one of the following certifications: CompTIA A+, CompTIA N+, MCSE or MCSA

The following certifications will be an added advantage:

• Project Management e.g. Prince2, PMP

Relevant Work Experience /Technical Skills Required

1. The post holder should have at least four (4) years’ progressive experience in a busy IT environment, with at least one (1) year managing an ICT team in a large or busy organization
2. Competence in Windows Active Directory Management Tools plus creation and deployment of Group Policy Objects
3. Conversant with process automation and experience working with automation tools such as MS SharePoint, System Center Configuration Manager(SCCM) or System Center Operations Manager (SCOM), IBM Service Management Tool (ITSM)
4. Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365.
5. Working knowledge in IT Service Management Systems. Mastery in creation of dashboards, Configuration Management, Automated workflows and Reporting
6. Working knowledge in management of ICT Assets and supporting tools
7. Knowledge and experience in setup and troubleshooting of Local Area Networks and Wide Area Networks

Competencies

The job holder must:

1. Possess excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution
2. Exhibit the ability to work well in a team and work under minimum supervision
3. Possess sharp problem solving skills
4. Display a strong customer focus character
5. Demonstrate ability to prioritize workload