Summary
Date Posted: Monday, June 19 2023, Base Salary: Not Disclosed

JOB DETAILS:
A successful IT Support Services Manager will:
• Maintain a strong Christian witness and model servant leadership to colleagues, partners, the communities we serve, and the public.
• Work in a posture of humble service to God and others.
• IT Service Requests: Monitor, provide support where required, and oversee all requests raised to IT (US) by end-users in the Africa region offices and ensure that the response, support, and resolution provided are according to IT service level objectives and to the satisfaction of the requesting end-users.
• IT Issue/Problem Resolution: Monitor, provide support where required, and act as main point-of -contact for all IT service incidences and problems experienced by end-users in the Africa region offices, raising escalations to IT senior management where required and providing due communication to impacted end-users, to ensure timely resolution and communication are provided to the satisfaction of the end-users.
• IT Onboarding Process: Work closely with the respective HR department, IT (US), and the new hire, to shepherd/manage the IT tasks (from job posting to commencement), according to the IT Onboarding process for new hires in the Africa region offices, ensuring all essential hardware, software, access, IT services, and training are provided to the satisfaction of the new hires.
• IT Assets: Manage and maintain up-to-date records of all IT assets (hardware eg laptops, monitors, printers, routers etc). Reclaim, prepare, and securely store for redeployment IT assets of departing staff, and prepare and deploy assets for new hires.
• IT Vendors: In conjunction with the CIO, manage relationship and service with third party IT service vendors, for contract renewals and ensuring agreed service levels are provided.
• IT Security and Compliance: Ensure IT Security policies and procedures, and regulatory and licensing requirements are adhered to in the provision of IT solutions and services to end-users in the Africa region.
• Staff Management: Manage IT staff located in the Africa region offices for delivery of efficient and effective services, to the satisfaction of end users and in line with Water Mission Values.
• New Technology: Test and evaluate new technology with respect to local operational needs and suitability.
• Other duties as assigned.

What is required?
• Personal and growing relationship with Jesus Christ.
• Alignment with Water Mission’s Statement of Faith and core values of Love, Excellence, and Integrity.
• Alignment with the principles of servant leadership as embraced within Water Mission.
• Highly self-motivated.
• Customer service focused.
• Driven to achieve excellence.
• Bachelor’s Degree.
• 3+ years of hands-on experience and competency in supporting IT infrastructure solutions and services including end-user solutions. Preference is for 5+ years.
• Technology experience including Azure, MS Windows, MS Office, Network and Network appliances, Windows and Mac Laptops/Devices.
• IT certification/training preferred (eg ComTia A+).
• Legal authorization to work in Uganda, Kenya, Malawi, or Tanzania without sponsorship.



Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
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