Requisition ID: req58245 Job Title: ICT Manager Sector: Information Technology Employment Category: Regular Employment Type: Full-Time Open to Expatriates: No Location: Ramallah, occupied Palestinian Territory (oPT) Work Arrangement:In-person Job Description The ICT Manager will be responsible for overseeing day-to-day operations of the IT function. The ICT Manager will facilitate the installation and configuration of IT infrastructure and systems, conduct staff training and directly supervise the IT team in these offices. The ICT Manager will report to the Supply Chain Coordinator-oPt and will work closely with the Regional IT Coordinator as well as other program and operations staff to ensure effective and timely delivery of IT support. Responsibilities IT Support - Provide Level 2 Support • Guide the IT team (or Service Desk) to resolve Level 1 issues. • Resolve or escalate Level 2 and Level 3 issues to appropriate internal or external resources (regional/global IT, management, and vendor) as necessary. • Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them. • Represent the IRC with the contracted telecommunication companies and being the main focal point and the account manager for all IRC accounts with these companies. • Be the technical reference for any ICT procurement in the CP offices, Jordan and Syria fields. Installation and Configuration: Instruct, guide and supervise the IT team to ensure proper installation and configuration of: • Servers, Windows server operating system, Domain and essential network services. • Desktop/laptop hardware and software, and peripherals • IRC standard system image, Windows 7 operating system, Microsoft office and Outlook • Local Area Network, wireless network, Layer 7 devices, Firewalls, network storage, essential network services peer-to-peer or client server architecture, as appropriate. • Plan/Implement/Manage IT infrastructure/systems standards. Maintenance, Repair and Security Train and supervise the IT team to: • Perform preventative maintenance on all IRC computers and network resources. • Develop appropriate protocols for regular maintenance of all IRC laptops, desktop computer photocopiers, printers, and other IT communication related equipment. • Implement and manage backup solutions for office/individual users as per IRC IT recommendations and provide the necessary training on the use of these back-up solutions. • Update appropriate network security and data loss prevention procedures to safeguard system from physical harm, viruses, unauthorized users and damage to data. • Create and maintain network documentation to include but not limited to IP address, system access, upgrades and changes to original network, etc. • Closely collaborate with Regional and HQ IT teams on helpdesk, connectivity and other in country and global IRC IT projects. • Investigate local Internet connectivity options to connect CP offices thru VPNs and obtain adequate bandwidth for Intranet and application connectivity. • Any other IT related tasks assigned by the supervisor or Regional/HQ IT teams to accomplish the overall organizational goals. Training, Evaluation and Testing • Develop and implement regular user and support staff training, including training on basic care and maintenance of computers and equipment for users. • Test and evaluate new technology as required by Regional and HQ IT. • Advise office management of the technology available to help accomplish their tasks and goals, and help them develop a technology implementation plan inclusive of system design and staff training. Prepare and submit regular, quarterly and trip reports that provide sufficient detail for Regional/HQ teams to understand the country office’s computer environment, needs, IT staff availability and skill levels and future plans. IT Asset Management • Perform annual IT Audit for oPt offices as directed by Regional/Global IT. • Create and maintain IRC computer software/hardware inventory ensuring accuracy. • Maintain an updated IT Asset Registry, including software & licenses. • Identify through tender process, as per standard IRC policies and procedures, local supply chain for IRC IT requirements. IT Staff supervision and development • Provide technical supervision for IT staff in oPt offices by on-the-job support and coaching to promote harmonized program approaches and strategies. • Provide technical support for IT staff in oPT field offices by conduct regular remote meetings and training. • Train and Build the capacity of the IT Team members in oPt offices by providing the needed IT technical training & assistance. • Coordinate and delegate IT tasks and activities between IT team members in different offices. • Ensure that performance objectives for IT staff (direct & indirect reports) are regularly reviewed and met. Key Working Relationships Position Reports to: Supply Chain Coordinator-oPt Position directly supervises IT Team in Ramallah office, Position technically supervises: 1 IT Officer – Gaza Field Office Indirect Reporting: Regional IT Coordinator, Meddle East and North Africa Other Internal and/or external contacts: Internal: All departments and users in Amman offices and centers, Jordan Fields, NW Syria Offices. External: IT equipment and supplies vendors, internet service providers Job Requirements: Education • College Degree in Computer Science or equivalent technical work experience. • CCNA course desired, MCSE or equivalent experience is required. Work Experience: At least seven years of experience in the IT profession, 3-to 5 years of IT management Demonstrated Skills and Competencies • Experience installing, configuring and managing both wired and wireless LAN, and firewalls. • Excellent communication and interpersonal skills required. • Experience in managing small/medium IT projects and office moves. • Customer/Client service experience. • Able to work independently within a team environment. • Prioritization and time management skills. • Traits: o Strong sense of personal integrity. o Attention to detail. o Strong supervisory skills. o Ability to multi-task. o Team spirit and problem solving abilities. o Commitment to succeed o High sense of urgency o Strong follow-up skills Language Skills: Fluency in Arabic and English (written and spoken) is required.