Manager, Information Technology (ESA Region) at Evidence Action

The Manager, Information Technology is expected to work collaboratively to identify, evaluate, and recommend solutions to department needs, engage and manage IT in the sub-region. The Manager, Information Technology with support from the Global IT team will oversee and support as needed in the administration of institutional systems.  The Manager, Information Technology will lead on all sub-regional technical projects, with direction from the Africa regional lead and the global IT team. 

Responsibilities 

Internet and Software Management 

• Provide leadership in all technical reviews of different softwares available and advise the organisation and departments on the appropriate software(s)/systems to purchase or use in consultation with global IT. 
• Be the custodian of organisation software and licences for the organisation
• Provide guidance to country IT capacity in the installation and configuration of all local area data communications networks which may carry data, voice and video communications following organisation standards.
• Ensure that installation of hardware and software is as per user requirements and company IT policy guidelines.

Hardware management

• Provide leadership to country IT teams in offering technical support to country procurement units on all IT related procurement needs e.g. laptops, CCTV cameras, printers, desktop, projectors, monitors etc.
• Develop sub-regional SOPs and best practices in care and management of assigned IT equipment including but not limited to: user roles and responsibilities; country-level hardware procurement, provisioning, and deployment procedures; hardware disposal procedures.
• Provide leadership in ensuring all user IT needs including country level hardware procurement, provisioning, and deployment procedures; hardware disposal procedures, etc. are met and in a timely and efficient manner by the country IT teams. 
• Provide guidance in the technical support and problem resolution for hosted applications, computers, printers, copiers, and wireless/network issues.

System Administration

• Coordinate the country based support for any box related support among the Eastern and Southern Africa Region (ESA) region staff.
• Will be the super admin for the inventory management system and process maker systems that are specific to the Sub-region
• Manage various IT systems in collaboration with Global IT, such as but not limited to, RMM (Remote Monitoring and Management) System, Antivirus and EDR (Endpoint Detection and Response) systems, Patch Management System, Mobile Device Management system, PowerBI system for the ESA region, Starlink Internet system etc.

IT Safety and security

• Provide leadership in setting up computer Security Measures in all computers in the region in corroboration with the country IT teams and NIST guidelines. 
• Implement IT security measures for the organisation, in collaboration with Global IT, including preventing system hacking, malware, suspicious emails and advising how staff should handle that e.g. incident reporting, actions etc.
• Ensuring all devices have adequate enterprise antivirus software and enterprise endpoint management software installed and functional as per Global IT guidelines.  
• Coordinate the management, creation and retirement of user accounts for new hires and assigning user access rights to various cloud systems and directories by country IT teams.
• Advise the organization on the best IT systems and hardware to put in place to enhance safety and security e.g. routers, etc 

Training

• Lead training, in collaboration with the global IT team, to all staff in the country offices on systems in use by Evidence Action and IT policies and procedures. 
• Provide leadership in the training of all staff on adequate utilisation of box as the main storage and back-up system.

Technical support

• Be the local subject matter expert on Windows 11/Windows 10, Microsoft Office 2021and/or Office 365
• Provide leadership in the provisional operational support and maintenance of organisational operational efficiency including occasional planned or emergency work outside regular business hours by the country IT teams. 
• Ensure the country IT teams are maintaining and supporting the organisation’s mobile devices (smartphones and tablets).

Inventory Management

• Provide leadership to and accountability for country IT teams in the management of the inventory system; review spot check reports to ensure teams are updating the system adequately and promptly
• Provide guidance to country teams in ensuring maintenance of accurate inventory of technology assets and related components for cost control and operational efficiency. 
• Provide leadership to country teams in maintenance of inventory of all ICT equipment hardware, software and ensure adequate supply and functionality in collaboration with relevant staff. 

Other Management

• Conduct and manage the IT governance process for the ESA region systems according to Global IT guidelines.
• Conduct and manage IT quality assurance checks for all IT resources.
• Manage and improve NIST compliance for the ESA region.

Key performance Indicators

• Ensure a sustained 90% internet server uptime in all Evidence Action offices.
• Reduced staff unresolved IT issues.
• Sustain a 97.5% accuracy in office assets inventory including asset tagging and update of the fresh service system.
• Reduced turnaround time in resolving IT related issues among the staff.
• The Programs and Procurement team are obtaining the necessary technical support for IT matters & are acquiring/purchasing the right equipment.
• Reduce the number of critical bugs reported by the staff as well as the number of suspicious websites visited by staff.
• The IT system is safe and free from any cyber-attacks.
• Manage and improve the NIST compliance rate to 80% or above for the ESA region. 

Requirements

• Bachelor degree in Information and Communications Technology or a related field. 
• A Masters degree will be an added advantage. 
• CompTIA Security+, CompTIA Network+ or Cisco CCNA
• Microsoft MCSA or MCSE
• Experience in End User Support and Database Management. 
• 4-5 years’ work experience in a position with similar responsibilities. 
• Experience in project management and stakeholder engagement with proven ability to deliver results
• Experience in introduction, implementation and adoption of relevant technology and data management tools. 
• Experience in Network management, configurations and installations.