Associate Manager, IT Job at Evidence Action

Evidence Action's mission is to fill the gap between what is effective in global health and development and what is implemented at scale. One of our flagship programs is the Deworm the World Initiative, which envisions a world where all at-risk children have improved health, increased access to education and better livelihoods potential as a result of being free of intestinal worms.

We are recruiting to fill the position below:

Job Position: Associate Manager, IT - West and Central Africa

Job Location: Abuja

Job Purpose

• Primary responsibility is to provide 1st and 2nd level technical support and problem resolution, primarily via phone or remote desktop support tools, to the organisation’s employees.
• This position is responsible for troubleshooting issues with all organisation hardware, cloud, physical infrastructure, cyber security, and application systems within the West and Central Africa regionby promptly responding to user calls, service requests, and system alerts.
• Technical skills in IT, Communication skills, and a flexible approach to problem-solving are essential to this role and the varied challenges each day.
• The Associate Manager, Information Technology is expected to work independently to identify, evaluate, and recommend solutions to user issues, and engage vendors and warranty repair services when necessary. The Associate Manager, Information Technology will perform system and account maintenance, creation, and deletion.  The Associate Manager, Information Technology will lead on all sub-regional technical projects, with direction from the Africa regional team and the global IT team.

Duties and Responsibilities

• Internet and Software Management:
  • Undertake technical reviews of different software available and advise the organisation and departments on the appropriate software(s)/systems to purchase or use.
  • Custodian of all organisation software and licences for the organisation
  • Install and configure local area data communications networks which may carry data, voice, and video communications following organisation standards.
  • Troubleshoot any network-related issues and act as the main contact person between the organisation and the Internet service providers
  • Install hardware and software following User requirements.
• Hardware management:
  • Develop SOPs and best practices in the care and management of assigned IT equipment e.g. user roles and responsibilities
  • Troubleshooting and computer Maintenance to ensure optimal performance.
  • Lead in clearing staff on all IT-related fields as well as Inventory
  • Provide 1st and 2nd level technical support and problem resolution for hosted applications, computers, printers, copiers, and wired and wireless network issues
• System Administration:
  • Act as the main support/contact person for any box-related support among West and Central Africa region staff
  • Will be the super admin for the Fresh-service inventory system and process maker
  • Implement Disaster Recovery tools to ensure business continuity.
  • Manage and log all IT related tickets in the helpdesk ticketing system.   
• IT Safety and security:
  • Setting up computer Security Measures on all computers in accordance with Evidence Action IT Policy.
  • Lead in ensuring IT security for the organisation including preventing system hacking, malware, and suspicious emails and advising how staff should handle that e.g. reporting, actions, etc. in accordance with Evidence Action IT policy and cyber security incident response plan.
  • Manage and administer a hosted enterprise antivirus application including first-line incident response.
  • Manage, create, and retire user accounts for new hires and assign user access rights to various cloud systems and directories.
  • Advise the organisation on the best IT systems and hardware to put in place to enhance safety and security e.g. routers, etc
• Training:
  • Provide training to all staff in the country offices on systems in use by Evidence Action.
  • Train all staff on systems in use by Evidence Action and IT policy and procedures.
  • Provide end-user instruction to employees on IT Policies/Procedures, applications, and systems.
• Technical support:
  • Be the local subject matter expert on Windows 11/Windows 10, Microsoft Office 2021 and  Google Workspace
  • Responsible for providing operational support and maintaining organisational operational efficiency including occasional planned or emergency work outside regular business hours.
  • Maintain and support the organisation’s mobile devices (smartphones and tablets).
  • Offer technical support to the procurement unit on all IT-related procurement needs e.g. laptops, CCTV cameras, printers, desktops, projectors, monitors, etc
  • Support the Admin team on troubleshooting biometric office access
• Inventory Management:
  • Manage the inventory management system; conduct spot checks to ensure agents are updating the system adequately and promptly
  • Assist in maintaining an accurate inventory of technology assets and related components for cost control and operational efficiency.
  • Ensure frequent and timely training of fresh service agents,
  • Coordinate and maintain inventory of all ICT equipment hardware, software and ensure adequate supply and functionality in collaboration with relevant staff.
• IT audit and compliance:
  • Ensure adherence of the IT policy
  • Responsible for the business applications IT governance
  • Responsible for maintaining NIST compliance
  • Responsible for conducting periodic IT audits.

Key Performance Indicators:

• Ensure a sustained 90% internet 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
• Programs and Procurement team is receiving the appropriate technical support on IT matters are 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
• IT system is safe and free from any attack

Requirements

• Minimum of Bachelor's Degree in Information and Communications Technology.
• 3-5 years of work experience in a position with similar responsibilities.
• Experience in introduction, implementation, and adoption of relevant technology and data management tools.
• CompTIA Network+ or Cisco CCNA
• ITIL
• Experience in IT service desk management.
• Experience in Network management, configurations and installations.