ICT Support Services Manager

Vacancy announcement 
ICT Support Services Manager
Organization Adeso :  African Development Solutions
www.adesoafrica.org
Position Title ICT Support Services Manager
Reporting to Direct reporting line to Operations Director
Technical reporting line to ICT Development Manager
Working with ICT Development Manager, ICT Support Services Team, Other Adeso colleagues as required
Program/ Duty station Nairobi, Kenya
Duration 1 year with possibility of extension
Starting date Immediate
Salary Grade Kenya National Contracts, Grade B (Managers)
ORGANIZATIONAL CONTEXT
Adeso, formerly known as Horn Relief, is an expanding and vibrant African based international development
and humanitarian organization. At Adeso, we work with African communities who are yet to realize their
full potential; working inside these communities to create environments in which Africans can thrive. Our
belief that economic, social and environmental security is the bedrock of a healthy community drives the
nature and intent of our programming. We work to prevent and overcome situations that adversely affect
community well-being by: reinvigorating the economy, developing skills for life and work, providing
humanitarian aid, and influencing policy.
For the past 20 years we have strengthened rural livelihoods through environmental awareness, training,
technology transfer and innovative humanitarian projects in pursuit of a peaceful, self-reliant, and greener
future. Currently,  Adeso has programs in Somalia, Kenya and South Sudan.
Our current  donor portfolio
includes  the  European Commission, USAID, SIDA, CIDA, UNICEF,  and the  Government of Netherlands, among others. Adeso is an exciting and  dynamic organization experiencing managed rapid growth.  It offers sound employment conditions with opportunities for personal growth and development.
POSITION SUMMARY
Adeso is seeking a qualified and committed individual to join the team as an ICT Support Services Manager
for all operations in  Kenya.  Based in Nairobi, with travel to other field offices, the  ICT Support Services
Manager will be a full-time member of the Adeso team. The ICT Support Services Manager is expected to
maintain  an  efficient and high-performance  working environment, enabling employees to enjoy all the
benefits that today’s Information and Communication Technology can bring to a dynamic and culturally
diverse organization such as Adeso.
POSITION PURPOSE
This position is responsible for managing all existing ICT Resources and providing technology support and
training. Primary purposes include ensuring the efficient performance of the ICT Support Services Team,
maintaining optimal operational conditions of all existing ICT Infrastructure, Information Management
Systems and Communication Systems and also ensuring the provision of adequate technical support and
training for existing systems, and new systems, as required. This position will also support the ICT
Development Manager with the implementation of agreed new systems; and will be responsible after an
agreed point for their subsequent maintenance.
SPECIFIC ROLES AND RESPONSIBILITIES
In adherence to Adeso Policies, Donor Regulations and local law regulations, also in coordination with the
ICT Development Manager and Operations Director, perform these specific roles and responsibilities:
ICT Support Services Team Management
 Provide recommendations and manage adequate staffing of the ICT Support Services Team.
 Manage efficient performance of the ICT Department staff through implementation of the
Performance Monitoring Framework, including regular setting of the work objectives, performance
reviews and appraisals.
 Lead, motivate and develop the capability of the ICT Support Services Team to achieve and potentially
exceed the agreed work objectives.
 Manage delegation of duties and responsibilities of the ICT Support Services Team.
 Prepare and update a work-plan for the delivery and ongoing development of the Adeso’s ICT
function.
 Manage day to day activities of the ICT Support Services Team, including planning, scheduling,
allocation, and progress monitoring of daily activities, aimed towards achieving their work objectives.
 Manage ICT Support Services Team administrative tasks, such as staff attendance, timesheets,
leave/travel planning and authorizations.
 Provide recommendations and manage training and other competence development initiatives for the
ICT Support Services Team.
 Provide recommendations and manage corrective measures and disciplinary actions for the ICT
Support Services Team.
ICT Support Services Operations
1. Develop and manage implementation of the ICT operational procedures, guidelines, induction and
training materials related to the ICT Support Services function.
2. Maintain optimal working condition of all the hardware, software and communication systems (the ICT
Infrastructure) currently on line, and those implemented in the future, including:
a. Power supply and uninterrupted power supply (UPS) systems, Local Area Network, Servers hardware
and software, Workstations hardware and software, Printers / Scanners / Copiers, Internet
connectivity equipment, Communication equipment  and any software required for the utilization
and sharing of this equipment.
b. Special Software Systems such as: Files backup software, including server and workstations files
backup, archiving, recovery  and off-site files backup,  system recovery tools for servers and
workstations. E-mail systems, Web applications Internet/ Intranet systems, On-line (cloud)
collaboration tools and applications, Business Applications and other Management Information
Systems with associated Database systems, other software systems for special purposes.c. Tools, cleaning equipment and other ICT related accessories (i.e. external disks, flash disks, digital
cameras, GPS devices, etc).
3. Manage and ensure efficient operation of the ICT Help-Desk function, including receiving, assessment,
prioritization, scheduling of support requests, actual work on resolving problems, obtaining external
(2 nd level) support, progress updates, escalation, documentation, archiving and maintenance of the
Knowledge Base. Provide analysis and trending information for senior management on how systems are
functioning and the response of the ICT department to issues.
4. Manage and ensure efficient operation of the ICT Administration functions, including the management
of various user accounts and security groups’ permissions and access rights, ICT Assets Management,
Perpetual Billing and Replenishment of ICT related consumables, shared Contacts and Calendar
management.
5. Manage and ensure efficient ICT related capacity development of Adeso staff, through providing
technical support, guidance and trainings related to subjects such as the basic ICT competence/skills,
advanced office proficiency tools use, special software and information management systems use,  ICT
Policies, operational procedures and guidelines on proper use of the  ICT resources. Also perform ICT
Induction for new Adeso staff. Where required, and in conjunction with the ICT Development Manager,
provide training and support the facilitation of workshops for systems in development.
6. Provide support to the Logistics function in ICT related procurement tasks, such as:
a. Provide recommendations on hardware and software specifications
b. Identify and assess capacity/quality of local suppliers and service providers
c. Obtain quotations related to local ICT Infrastructure procurement
d. Follow-up with local suppliers/service providers on delivery of purchased ICT goods/services
7. Any other relevant duty in accordance with the Adeso Policies, delegated by the ICT Development
Manager, in conjunction with the Operations Director, as may be required.
SKILLS AND QUALIFICATIONS
Advanced University degree in an ICT related discipline.
Minimum 7 years relevant (ICT related) working experience, minimum 5 years in a managerial position.
Excellent inter-personal and general communication skills.
Ability to work with minimum supervision in a multi-cultural environment.
Fluent spoken and written English and Kiswahili.
Any of these or equivalent professional certificates would be considered an advantage:
 Microsoft Certified Technology Specialist (MCTS)
 Microsoft Certified IT Professional (MCITP)
 Microsoft Office Specialist (MOS)
 Cisco Certified Network Associate (CCNA) or Professional (CCNP)
 Cyberoam Certified Network & Security Professional (CCNSP) or Expert (CCNSE)
 CompTIA A+, Network+, Server+, Security+, CTP+, CTT+
APPLICATION PROCESS
This is a challenging opportunity for a dedicated and highly motivated professional. If you would like to join
this dynamic team and be part of building resilience and economic growth in Africa, please submit your
application to jobs@adesoafrica.org, quoting the position in the email subject matter, by 31
st October 2012. Each application should be addressed to the Human Resources Manager and include the following:
 An updated CV; and
 An application letter which should include remuneration requirements and contact information for three
work-related referees.
Applications not including all of the above information will not be reviewed.
Only short-listed candidates will be contacted. Adeso is an equal opportunity employer