Director, IT Support Lead - Africa

RESPONSIBILITIES

Key Responsibilities

Work with the team on any IT security-related activities in the region and coordinate with the infrastructure team to develop processes and procedures to mitigate the impact of potential risks to the global network.

Work with the Infrastructure team to install, maintain, and troubleshoot all critical system components of the CI Global Network infrastructure, including routers, firewalls, switches, and servers located in CI’s international offices.

Coordinate network deployments and maintenance visits to implement IT projects in the CI Africa offices and implement upgrades on systems as needed.

Assist with the resolution of IT Risk Audit findings in the region expeditiously.

Manage system changes through the IT Change Management process with appropriate support staff, to ensure uninterrupted network services.

Work with the IT team to devise a strategy to determine the requirements for field office deployments and implementations based on budget and operational requirements.

Manage the core activities of the Support services within the region and work with other Regional IT Support Leads outside Africa to implement the operational strategy as determined by the Global IT management team to our field offices and to ensure proper delivery of IT Services.

Work with IT peers in other regions on account management in terms of assigning permissions, password resets, and to ensure other resource access levels are functioning efficiently and continuously from onboarding through account terminations.

Assist in the establishment and enforcement of CI’s Standard Policies and Procedures while maintaining a conduit between CI HQ and the FMUs on feedback and improving CI’s IT-related policies and standards.

Work with the Level 1 country-based technicians in the region to develop a support process to address and enhance IT responsiveness for the users and with the support of the Regional IT coordinator, develop a workflow process to ensure that user requests are properly documented in the ticketing system and responded to and resolved in a timely manner.

Work with the IT management team to monitor and evaluate new technologies to determine usefulness and compatibility with existing environments.

Engage with the Infrastructure team in research and technology required for implementation and improvements of the Field IT systems, and help to design a performance monitoring system for visibility into system availability.

Work with the Global Support Lead and the IT Solution Team Lead as a liaison regarding programmatic and communications of IT-related issues in the Africa region.

Participate in the IT Division’s Strategic planning process from a Regional and Field perspective.

Engage in the coordination of IT support operations for optimal CI participation at international conferences.

Additional Responsibilities

Manage people under their supervision, directly or indirectly.

Ability to operate a computer keyboard, mouse, power tools, and to handle other computer components.

Occasional inspection of cables in floors and ceilings.

Lifting and transporting of moderately heavy objects, such as computers and peripherals.

People and Resource Management Responsibilities

Responsible for managing staff and may direct the work of vendors or interns. Authority to allocate resources.

Develop, train, and mentor other IT team personnel within the region on issues such as customer service, communication, and technical skills to enhance the delivery of support services.

Supervise and work with the Regional IT Coordinators to develop a professional growth and development path by establishing a foundation for capacity building and creating a knowledge base initiative to improve their technical skills.

Industries:Government Administration

Function: Web Development