Information Technology (IT) Supervisor at Church World Service (CWS):(Deadline 18 September 2023)

Job Location: Kigali, 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:

1. 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.
2. 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
3. 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.
4. 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.

1. 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.

1. 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.

1. 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.

Knowledge / Skills:

• • Best interpersonal and communication skills – Strong knowledge of using and managing IT Service desk systems. – Excellent problem-solving skills and willingness to constantly renew required knowledge. – Excellent troubleshooting,diagonistics and problems solving skills in a Windows based environment. – 1 to 2 years of experience implementing complex Infrastructure Projects. – Networking: TCP/IP networking; Routing/switching design; Configuring installations and troubleshooting of routers, switches like Cisco/Meraki. Knowledge of protocols and services DNS, DHCP, VLAN, WAN, NAT, SNMP. – Operating systems: Windows Servers 2008-2019; Windows 7 and 10 installations and configurations; Windows Server Virtualization and virtual server management such as Hyper-V; Microsoft Active Directory services. – Familiarity with Cloud services such as IaaS, PaaS, SaaS, Office 365, Azure, AWS. – Applications supporting MS Office 365 and IP Telephony for administration of IP telephony systems. – Helpdesk: IT end-user support using ticketing systems as Helpdesk function; Software installation and updates on a regular basis; Supporting office equipment printers, beamers scanners and vendor management. – IT Security: IT Security knowledge; Antispam Filters; Firewalls; DPI; Load balancers; Malware detection; IT security certifications as CISM, CISSP, CEH, and knowledge of IS standards including. ISO27001 and ISO9001. – Knowledge in Information System security frameworks and enterprise IT risk management – Remote worker experienced in working daily with a remote team. – Flexible and resilient team player with a positive attitude and excellent communication skills, especially in explaining complex technical concepts to senior management and business users. – Servant Leadership that like to challenge others and being challenged in return with a can-do attitude. – Knowledge and experience of change management. – Proactively finds solutions rather than waiting for answers and is a self-propelled person that likes to work. – Knowledge in Linux Servers administration is a plus.

Abilities:

• • Discuss technical information with users of diverse technical levels and discern their needs. – Facilitate and negotiate. – Supervise staff to ensure policies and procedures are implemented and executed in accordance with guidelines and standard operating procedures. – Maintain a high-performance standard with attention to detail, completing tasks within set timeframes. – Exercise good judgement and seek guidance as appropriate when confronted with unanticipated problems. – Deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public. – Manage large and diverse workload under pressure with competing priorities. – Maintain the integrity of official records. – Analyse and solve complex problems and make sound decisions. – Work with minimal supervision – Maintain a high-performance standard with attention to detail. – Work independently and as part of a team and contribute to overall operations of RSC Africa. – Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP). – Be flexible with changing of daily duties as needed.

Important Requirements:

• Strong English communication skills, both written and oral.
• Ability to work in a multi-cultural environment required.
• Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee required.

Special Requirements:

• • COVID Vaccination is strongly recommended for all successful candidates. – The candidate should be of good health, willing and able to travel extensively in often difficult conditions and have a high degree of flexibility. Must have proof of Yellow Fever vaccination before traveling for RSC Africa. – This position is based in Kigali, Rwanda. – This position may require travel in sub-Saharan Africa on short notice and under sometimes difficult conditions to meet demands of a dynamic operational program. – Background check which includes references and an educational and criminal check is required before the start of employment for International applicants. – A valid passport and the ability to maintain a valid passport throughout the entire appointment is required, which includes having enough passport pages for travel. – All employees should be prepared to work from the CWS office within their location of hire. Remote work arrangements may vary depending on location and the governing rulings regarding the COVID-19 pandemic.

Working Conditions

Physical: This position requires bending, squatting, crawling, climbing, kneeling, sitting, standing, walking, pushing/pulling, handling objects (manual dexterity), reaching above shoulder level, using fine finger movements and lifting/carrying heavy loads.

Environmental: Incumbents in this position will be exposed to excessive noise, marked changes in temperature and/or humidity, dust and infectious diseases, harsh weather climates, long work hours, bumpy roads, extended travel, excessive sun exposure, and non-ventilated spaces.

Competencies

Communication

Ensure effective exchanges of information with others. Examples of skills and behaviors include speaking to others respectfully; expressing ideas in a logical, organized way; sharing information appropriately; and clarity and conciseness in written communication.

Relationships

Ensure constructive and supportive interactions with others. Examples of skills and behaviors include being positive and supportive when working with others; sharing information and resources freely; resolving conflict constructively; and proactively working to remove obstacles to success for others.

Job Knowledge

Utilize and apply job related knowledge to complete job tasks at a level that meets or exceeds expectations. Examples of skills and behaviors include utilizing job knowledge to solve problems or develop new approaches; maintaining or enhancing skills through continuing education; and taking on projects that will develop or enhance skills.

Teamwork

Work effectively and contribute as a member of a team. Examples of skills and behaviours include supporting other team members by sharing information; covering the work of others during absences, vacations, etc.; and actively participating in developing ideas to increase team effectiveness.

Problem-Solving

Analyze information and develop solutions to challenges that arise while performing a job. Examples of skills and behaviors include researching and collecting facts; defining the issues and the parties affected; formulating options/solutions for addressing the problem; and engendering support for and implementing the solution.

Program Planning and Management

Organize work and/or plan projects and ensure timely completion and/or successful implementation. Examples of skills and behaviors include identifying and analyzing program options; identifying the tasks and deliverables required for successful completion; managing one’s time; monitoring the resources involved and ensuring that they are directed most effectively; and working with all involved to ensure successful completion.

Leadership

Guide and direct oneself or other individuals and groups toward a desired outcome. Examples of skills and behaviors include taking the appropriate level of initiative to resolve problems or remove obstacles, bringing individuals together around a common goal; evaluating information and making decisions; navigating conflict and barriers; and ensuring communication between all parties involved.

Resource Building and Stewardship

Balance the acquisition or investment of organization resources with responsible use of those resources per the organization’s mission. Examples of skills and behaviors include taking advantage of all opportunities to cultivate potential donors, evaluating situations to identify the best use of resources, and making responsible investments in resources that increase the organization’s effectiveness.