IT Manager at Bridge International

What You Will Do:

• Manage the rest of the IT team in East Africa, across Kenya and Uganda. 

• Ensure each Bridge International Academies Teacher has a functional teacher computer/tablet at all times, and each Bridge International Academies Academy Manager has a functional smart phone at all times. 

• Responsible for critical functions like asset management and service delivery tracking and deliverables. Interact with Global IT team to ensures all recommended standards, pilot, trail innovations and procedures are followed regionally. 

• Responsible for systems administration in one medium facility, participate and provide inputs towards implementation of various hardware and software policies and run IT operations with efficient maintenance. 

• Responsible for ensuring quality and timeliness of services are met. Interact with non-IT regional managers and directors to ensure maximum efficiency with respect to IT infrastructure and understand the needs of the business at HQ and at academies and delivering to the agreed SLA. 

• Provide support to the end users on mobile and desktop platforms. Give support of high level expertise on standard software application packages and the environments and platforms in which the business operates (desktops, laptops, mobiles, tablets, remote access, messaging, etc.). 

• Work with high degree of supervision on providing tier1 support for simple troubleshooting requirements on fixed wireline and wireless networks. 

• Provide timely and effective resolutions for technical issues posed by business, and participate in implementation of various networking policies/procedures. 

What You Should Have: 

• A Bachelor’s degree in computer science or related discipline
• Certification in ITIL, MCIPT, CCNA, CISM desired.

• 8 years’ experience in client support, networking, systems administration, with at least 3 years in a management role.
• Experience leading IT teams of 3 or more people in managing service delivery and support functions, also developed & managed project schedules, planning and budgeting  for IT projects.

• Ability to work on assignments that are complex in nature, where a high degree of independent judgment, initiative, and technical knowledge are required to resolve problems.
• Ability to participate and provide inputs towards implementation of various hardware and software policies and procedures/support and maintenance.
• Experience in troubleshooting infrastructure systems, network problems, and diagnosing and solving hardware or software faults.
• Ability to learn new technologies and then train and lead resources on the technical procedures required for deployment, and act as team lead for L1 support.
• Team oriented and adaptable.

Preferred, not required

• Knowledge of various Internet protocols viz., TCP/IP, HTTP, HTTPS, inter-networking systems and architecture protocols. 

• Knowledge of windows operating environments, network components, active directory and remote diagnostic tools and applications, experience in Microsoft and Google cloud packages (O365, Google Apps) Desktop Firewall, WinZip, Symantec Antivirus etc. 

You’re also

• A detailed doer – You have a track record of getting things done.  You’re organized and responsive.  You take ownership of every idea you touch and execute it to a fine level of detail, setting targets, engaging others, and doing whatever it takes to get the job done.  You can multi-task dozens of such projects at once and never lose sight of the details.  Likely, you have some experience in a start-up or other rapid-growth company. 
• A networking mastermind– You excel at meeting new people and turning them into advocates.  You communicate in a clear, conscientious, and effective way in both written and oral speech.  You can influence strangers in the course of a single conversation.  Allies and colleagues will go to bat for your ideas. 
• A creative problem-solver– Growing any business from scratch comes with massive and constant challenges.  On top of that, Bridge works in volatile, low-resource communities and runs on fees averaging just $6 a month per pupil.  You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand.  Every dollar you spend is a dollar our customers, who live on less than $2 a day, will have to pay for. 
• A customer advocate– Our customers – these families living on less than $2 a day per person – never leave your mind.  You know them, get them, have shared a meal with them (or would be happy to in the future).  You would never shrink back from shaking a parent’s hand or picking up a crying child, no matter what the person was wearing or looked like.  Every decision you make considers their customer benefit, experience, and value.
• A life-long learner – You believe you can always do better.  You welcome constructive criticism and provide it freely to others.  You know you only get better tomorrow when others point out where you’ve missed things or failed today