Church World Service Information Technology (IT) Supervisor Jobs in Rwanda
Introduction
Church World Service (CWS) is a not-for-profit, faith-based organization transforming communities around the globe through just and sustainable solutions to hunger, poverty, displacement, and disaster. CWS does not discriminate based on race, color, religion, sex, national origin, gender identity, genetic information, age, disability, or veteran status in employment or the provision of services.
Primary Purpose
This position is primarily responsible for the coordination and oversight of CWS Africa IT Support; this includes the responsibility of managing all procedures related to the receipt, categorization, prioritization, and resolution of end-user IT-related requests, including the monitoring, tracking, and coordination of helpdesk functions, field circuit rides management and supervising Information Technology support staff.
The position requires flexibility, innovation, initiative, good communication and interpersonal skills, and confidence in dealing with different systems and, more importantly, other people. This position directly supervises the IT Support Specialists.
Essential Duties:
Achieves and maintains a thorough knowledge and adherence to established RSC Africa, CWS/IRP, DOS/PRM, and USCIS policies and procedures regarding ICT systems management for CWS/RSC Africa.
Members of the IT supervisory and leadership team are responsible for ensuring compliance with the organization’s information system security framework and other security controls, policies, and procedures in areas of their operation
IT Support Coordination
Maintenance of the organization’s ICT resources.
Monitor, control, and support IT service delivery; ensuring systems, policies and procedures are in place and followed.
Service Desk management and end users IT support; assisting individual staff with troubleshooting and resolving computer software and hardware problems.
Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance are achieved.
Accurate reporting on IT service performance and proactively establishing service improvement activities.
Take ownership of the escalation process of major incidents to ensuring coordination of resolving parties, and effective communication to stakeholders
Accountable for the quality of Service and performance.
Responsible for maintaining a high level of customer/client satisfaction and finding ways to measure and improve it.
Analyzing Service Desk data to identify technology needs.
Assists with computer equipment and software budgeting, purchasing and installation.
Upholds the Service desk escalation process through 1st and 2nd line IT support or as per the set escalation matrix.
Project Management
Champion for Service and Support in projects and develop a strong understanding of projects impacting IT service area and ensuring service impact is minimized and agreed.
Follow up with the Project teams to ensure the set project controls are not breached.
Provide regular updates to the project stakeholders on the progress.
Manage and control the project risks to reduce the impact on the project delivery.
IT Support Staff Supervision
Identify the training needs of the IT Support teams and plan for their training.
Mentor and coach new IT Support staff as they are onboarded into the organization.
Conduct performance reviews and monitoring time and attendance.
Analyzing helpdesk data to identify technology needs and staff IT training needs then plans and delivers IT training to information systems users including new hires IT orientation in coordination with the Training Department.
Circuit Rides IT Support Management
Travels to remote locations for monitoring of IT equipment and client support needs assessment.
Coordinate with the respective departments on Circuit Ride IT staffing and support.
Support and monitor the DINs installation Project across all remote processing locations in Africa.
Collaboration
Works closely with the Property department to ensure that they keep an updated IT equipment inventory with functional IT equipment to support users.
Liaises with RPC IT staff in Washington DC on START administration, circuit rides support, security compliance and providing any other remote technical assistance.
Liases with CWS Global IT Staff on staff and cross cutting systems support.
Collaborates with and supports the sub office IT staff in their tasks and various projects.
Working with the other IT units’ specialists on various tasks and projects and when needed, covers the responsibilities of the other IT Staff.
Qualifications
Education & Certifications:
Bachelor’s degree in information technology related field is required. – Other advanced professional training in IT related field is required.
Licensing/Certification:
Industry certifications in IT or areas of networking or systems administration is required.
ITIL certification is an added advantage.
Experience:
8 years of paid work experience is required.
6 years of experience in IT related field is required.
3 years of experience in IT staff and systems support preferably in a Windows based environment, is preferred.
Experience in managing a team and major IT projects is a plus.
How to Apply
For more information and job application details, see; Church World Service Information Technology (IT) Supervisor Jobs in Rwanda
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