IT Manager at Médecins Sans Frontières

Position Description

S/he will have an operational role providing support to the mission and will be ready to be deployed to implement actions responding to IT specific needs.

Hierarchically Reporting to: Office and HR Coordinator.
Technically Reporting to: Head of Infrastructure & Service Desk for IT Operations, Head of Applications & Projects for Applications, Projects & Service Management.
Main responsibilities and tasks

Strategic Planning

• In close collaboration with the IT Department in Barcelona, define and plan the ICT strategies and objectives for the Branch office.
• Together with the Nairobi Office and HR Coordinator and the IT Department in Barcelona, prioritizes the strategic and tactic ICT demands.
• Together with the Nairobi Office and HR Coordinator and the IT Department in Barcelona, establishes and follows up the budgetary allocations for the ICT, ensuring planned needs and anticipating costs within the area under his/her responsibility.

IT Support

• Provide support for HQ users: attention, registry, prioritisation, resolution and/or scaling of requests, incidents and consultations in line with established Service Level Agreements (SLAs)
• Carrying out and monitoring the procedures of systems operation so as to guarantee the proper function and availability of the systems and applications of MSF Nairobi
• Executing and monitoring the procedures regarding the systems security so as to meet the security standards established by the security policy
• Ensuring efficient functioning of telecommunications for the organization
• Managing the security guidelines for the information systems in MSF Nairobi

Needs identification & problem solving

• Identifying and proposing improvements in IT operations
• Coordination with the Nairobi team and the functional responsible in Projects & IT in order to identify and evaluate IT needs. S/he ensures that all related needs are in line with organizations’ standards and informs the annual plan and budget
• Supports the provision and management of Nairobi’s IT needs, including market research, vendor management and submitting proposals to Office & HR Coordinator and the functional responsible in Projects & IT, and coordinated with the Projects & IT team in Barcelona
• Remains up to date with MSF standards and proposes new solutions to MSF IT group, through contacts, visits, meetings with his/her counterpart in OCBA and MSF movement

IT Help Desk Management

• Monitor the problem management database and follow up with assigned personnel to ensure timely resolution of problems
• Develop and mature IT Service Management processes and tools to ensure proper handling, and remediation of all issues raised to the Service Desk
• Ensure the Service Desk services manage incident, problem and service requests and resolve streamline and provide timely resolution and Service Level Agreement (SLA) compliance
• Maintain a central source of information enabling Service Desk services and support technicians to recover outages with minimal disruption to expected service levels
• Monitor user satisfaction and ensure ongoing improvement
• Collaborate with end users in order to proactively handle all requests passed on by them

IT policy Development and implementation

• Develop, document, and implement all local policies related to the management of Service Desk
• Ensure proper maintenance and administration of service management platform and all aspects (including forms, workflows, categories, etc.) servicing the other IT Teams (in relation with Projects & IT, Project teams or other internal teams that may relate)
• Ensure proper solutions and knowledge management best practices are followed
• Facilitate the implementation of support processes standards in Nairobi
• Establish key metrics and provide reporting of KPIs and trends to the Service Integration Manager & IT Controller. S/He monitors the KPIs of the processes in Nairobi.
• Manages the activity of the Nairobi IT team members

Selection Criteria

Essential

• Bachelor Degree in Computer Science, Engineering, or similar. Extensive IT Service Desk Management with a proven track record of delivering results and introducing key ITIL disciplines may be accepted in lieu of Bachelor Degree
• Masters in Computer Science, Engineering, or similar will be an added advantage.
• English is required, Swahili desirable. French and/or Spanish will be an asset

Desirable

• Experience in Service Desk roles and SLAs management
• NGO experience in a similar role
• Experience in IT Operations Management
• Experience working with supporting technologies, including, but not limited to, remote assistance, Active Directory, Group policies, and Zendesk
• Desirable knowledge of best practices frameworks and standard methodologies: ITIL, COBIT, SCRUM, Agile, PRINCE2

Competencies

• Commitment to MSF’s Principles
• Cross-cultural Awareness and Flexibility
• Analytical Thinking
• Results and Quality Orientation
• Service Orientation
• Planning and Organising
• Initiative and Innovation
• Capacity to Negotiate
• Teamwork and Cooperation

Conditions

• Based in Nairobi MSF office with frequent visits to the field (40 % of his/her working time) and occasional visits to Barcelona HQ and Europe.
• Minimum commitment with the position of 3 years
• Full time work.
• Annual gross salary: 3,328,598. KES secondary benefits based on MSF OCBA Reward Policy.