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  • Posted: Jan 22, 2020
    Deadline: Feb 2, 2020
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    The Kenya Revenue Authority (KRA) was established by an Act of Parliament, Chapter 469 of the laws of Kenya , which became effective on 1st July 1995 . The Authority is charged with the responsibility of collecting revenue on behalf of the Government of Kenya. A Board of Directors, consisting of both public and private sector experts, makes policy decisio...
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    Chief Manager (CM) – ICT (Service Management)

    Job Summary:

    The Chief Manager, Service Management as the head of IT Service Management Section of ICT Division, is responsible for the following functions:

    • Overall management of the 1st level support (ICT Service / Help Desk) and 2nd second level support and problem management for end users in all KRA stations;
    • Responsible for end user devices, productivity tools, inventory and support
    • Focal point for all end user computing needs

    Key Responsibilities:

    • Strategies and procedures necessary to effectively support the Authority’s corporate objectives with respect to end user compute requirements and productivity tools
    • Responsible for strategic planning, design and deployment of end user computing tools and equipment across all KRA Offices
    • Conducts research on the level of usage, means of increasing usage on productivity tools, advises management on suitable inexpensive tools for use in the Authority
    • Performs cost-benefit and return on investment analysis on productivity tools investments and advises management on suitable solutions
    • Assesses, approves, and administers all equipment, hardware, and software upgrades
    • Ensures implementation of IT best practices and KPIs for user support
    • Negotiates with service providers on favourable pricing to ensure maximum return on investments
    • Implements cost reduction strategies including leasing options as well as implementation of shared services
    • Ensure efficient ICT support to business operations in the outstations, in close liaison with other ICT Sections
    • Documents and maintains end user compute assets inventory and supporting documentation
    • Develops operational budgets for Service Management Section
    • Advices DC ICT on technical aspects pertaining to optimal utilisation of resources, cost reduction strategies and better service delivery on end user ICT services
    • Manages day-to-day operations of the IT Infrastructure Section to ensure effective technical support, target setting and performance management.

    Academic and Professional Qualifications

    • Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field.
    • Masters degree in Computer Science, Business Administration, Information Systems or related Postgraduate degree will be an added advantage.

    The following certifications will be an added advantage:

    • Cisco Certified Network Professional / Associate
    • Microsoft certifications; Certified Systems Engineer (MCSE), Microsoft Certified Solution Associate (MCSA), Microsoft Certified Solution Developer (MSSD)
    • Red Hat/Unix/Linux Certified Systems Administrator

    Relevant Work Experience Required

    • The post holder should have at least 7 years progressive experience in the IT environment, with at least 3 year’s experience at managerial level in large organisation
    • Good understanding leasing frameworks and pricing strategies
    • Excellent knowledge in Active Directory, Group Policies, centralised services for printing, document sharing and controls, implementation and administration of VDI
    • Hands-on experience and troubleshooting and problem solving on end user tools, networks and other services accessible through the corporate network
    • Knowledge in protecting user data and information in line with applicable local laws/regulations including known external data privacy practices
    • Experience in supporting IP telephony systems will be added advantage.
    • Conversant with programming Microsoft based programming and macros
    • Knowledge in budgeting and cost management

    Skills Required:

    The Job holder must:

    • Be performance driven
    • Demonstrate capacity in handling demanding leadership and management roles
    • Honest and of high integrity
    • Be resilient, focused, results oriented and a team player
    • Good understanding of the KRA’s goals and objectives.
    • Have strong analytical and problem solving skills
    • Have ability to pay attention to details and work under minimum supervision and for long hours
    • Strong interpersonal, written and oral communication skills.
    • Strong abilities to conduct research affecting business and propose suitable solutions/products
    • Ability to prioritize and proactively execute tasks under high-pressure environment and make sound decisions in emergency situations.
    • Have good negotiation skills.

    Method of Application

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