ICT Manager at British High Commission Nairobi

Job Description (Roles and Responsibilities)  

The ICT Manager is responsible for the management of ICT support services within the Foreign, Commonwealth and Development Office (FCDO) - Nairobi. The post holder will oversee the availability and reliability of ICT systems and infrastructure including but not restricted to servers, workstations and laptops, printers, e-mail, Network hardware, cabling infrastructure, Uninterrupted Power Supplies, Audio-Visual and telecommunication devices.  He/She will also be responsible for ICT Security, IT Training, Information Management, and local ICT budget monitoring, covering procurement and contract management as well as offering technical advice, and guidance to staff.  The job holder will also be required to work with other ICT teams based regionally and in the UK as and when required.

The jobholder reports to the Deputy Director Corporate Services and will work closely with the other members of the Corporate Services Team.

Main Duties and Responsibilities

ICT Manager Job Description

Systems Support

Specific tasks include:

• Efficiently carry out day-to-day responsibility for the management of ICT support services within the BHC.
• Hold full accountability for managing complex  large-scale corporate IT project
• Effectively oversee the availability and reliability of ICT systems and infrastructure ensuring that staff receives quality services in line with the business plan for the year.
• Allow flexible Cross-HMG working through IT infrastructure enhancement.
• Implement, manage and maintain an ICT Business Continuity Plan (BCP)
• Manage and carry out ad-hoc support e.g. equipment moves
• Liaise with UK service desks by escalating faults which cannot be resolved locally to include logging, reporting and following up
• Manage and monitor the service level agreement for the ICT support section.

Information Management role

Specific tasks include:

•  Provide expertise and promote best practice on a range of information management issues working in collaboration with the UK Knowledge Transformation Division (KTD) leads.
• Responsible for the general management of the shared areas including changing permissions.
• Be in charge of team sites creation while ensuring ownership delegation.
• Provide advice to staff in their Departments on how to utilize technology and in particular, office 365 and Cloud.

ICT Training

Specific tasks include:

• Oversee and provide induction training to new users on DFID and BHC systems as required
• Identify training needs and schedule regular training on ICT systems for users
• Act as training coordinator for information and knowledge management within FCDO Nairobi.

Inventory and ICT Budget Management

Specific tasks include:

• Ensure that an up-to-date inventory of all ICT equipment is maintained.
• Report on performance of local Service maintenance contracts – SLAs.
• Provide appropriate specifications (TORs) for purchases of new ICT equipment, standalone systems e.g. printers and participate in the evaluation of bids as required and ensuring Value for Money
• Monitor ICT budget, to include accurate budgeting and forecasting.
• Manage the ECHO IP Phones, Mobiles phones, Mobile lines both data and voice usage while ensuring value for money

ICT Security

Specific tasks include: 

• Ensure ICT Security Procedures are followed i.e. Sign SOPS,etc
• Manage and maintain an ICT Business Continuity Plan (BCP).

Line Management and Other Tasks:

• Hold and lead regular meetings with staff give regular and quality feedback on performance as well as offering coaching and mentorship during 1-1s meeting in areas requiring improvement.
• Promote good communication across the team as well as customer response
• As the team lead, effectively influence and build a team, support and manage positive change
• Manage and provide leave and absence cover as required.
• Conduct MTR and Appraisals for IT staffs half year and end year respectively.
• Build and maintain a constructive interface between the ICT support section and other sections in FCDO and, external service providers.
• Build and maintain a working relation with regional FCDO staff.

Resources Managed 

To manage x3 IT Support Staff

Essential qualifications, skills and experience  

• Minimum of 5 years relevant professional experience in ICT support services and ICT Management.

Desirable qualifications, skills and experience  

• Degree in Computer Science; with professional Information Systems qualifications, Microsoft would be preferable
• Experience of managing ITIL Service Desk processes
• Experience in user desktop support, in particular Office 365 and cloud
• Experience in Microsoft Exchange/Outlook, Ms Teams 
• Knowledge of NTEs, VPNs and global communication methods
• Experience in structured cabling in particular CAT6, etc.
• Good working knowledge of networking and PC infrastructure

Required competencies  

Changing and Improving, Making Effective Decisions, Leading and Communicating, Collaborating and Partnering, Delivering Value for Money, Managing a Quality Service

Starting monthly salary (): KES 216,067.77