Information Technology Manager

JOB OVERVIEW
The IT Manager will contribute to the goals of the IRC by supporting the organization’s IT systems and providing high quality customer service to our operational staff.
The IT Manager will be primarily responsible for supporting staff in their use of IT systems and facilitating the installation and configuration of IT infrastructure, staff training and operations of IT activities in the IRC Ukraine offices. The IT Manager will work closely with the Deputy Director of Field Management and the Regional IT Director and all program sectors to ensure proper ICT functioning and support

KEY RESPONSIBILITIES
Customer service and team working:
- Work with end-users or IT colleagues (Service Desk) on resolving Level 1 issues in Ukraine, in person or remotely.
- Resolve or escalate Level 2 and Level 3 issues to appropriate internal or external resource (international IT, management, vendor) as necessary.
- Subject matter expert for core IRC applications such as MS Office (including Teams), Box
- Performs basic analytical tasks to understand underlying business needs and develops technology and processes to address these.
- Work actively with colleagues across all parts of the country and region to deliver IT initiatives.

Installation & Configuration of:
- Servers, server operating system and software, desktop/laptop hardware and software, and peripherals.
- Local Area Network, wireless network, Layer 7 devices, Firewalls, essential network services peer-to-peer or client server architecture, as appropriate.
- Windows 10 operating system (standard corporate image)
- Plan/Implement/Manage IT infrastructure/systems standards across all offices

Maintenance, Repair & Security:
- Perform preventative maintenance on all IRC computers and network resources.
- Develop and monitor Backup/Disaster Recovery plan 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.
- Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them.
- Closely collaborate with International and HQ IT team on helpdesk, connectivity and other in country and global IRC IT projects.
- Investigate local Internet connectivity options to obtain adequate bandwidth for Intranet and application connectivity.

Training, Evaluation, & Testing:
- Develop and implement user and support local staff training, including training on basic care and maintenance of computers and equipment for users.
- Test and evaluate new technology and conduct needed trainings as required by HQ IT.
- Prepare and submit regular reports that provide sufficient detail for HQ to understand the country office’s computer environment, needs, IT staff availability and skill levels and future plans.
- Build a Staff capacity plan by conducting training sessions for all IRC users to enhance technical skills across all offices in Microsoft Word, Excel and Outlook.
- IT Asset Management
- Perform annual IT Audit as requested.
- Create and maintain network documentation to include but not limited to IP address, system access, email creation system, upgrades and changes to original network, etc.
- Maintain an updated IT Asset Registry, including software & licenses
- Identify/Monitor needed MSA/MPA for the IT related equipment.

Policies & Protocols:
- Develop appropriate protocols for regular maintenance of all IRC computer related equipment.
- Identify through tender process, as per standard IRC policies and procedures, local supply chain for IRC IT requirements.
- Develop and monitor IT related tasks through the development of Checklist and scheduled tasks.

Staff supervision and development:
- Provide technical supervision for IT staff in the Country Program by on-the-job support and coaching to promote harmonized program approaches and strategies.
- Coordinating between IT team members in CP and delegating tasks
- Building IT team capacity in the Country program by providing the needed IT technical training & assistance
- Ensure that performance objectives for IT staff are regularly reviewed and met.

Project activity
- Management or provision of support to IT projects as needed, either country, regional or global.
- This position falls within Management in Partnership – there is dual reporting to the Deputy Director of Operations in country and the Regional IT Director.

JOB REQUIREMENTS

Education: 
- College Degree in Computer Science or equivalent technical work experience.
- MCP, CCNA courses desired, MCSE or equivalent experience is required.

Experience, Skills and Competencies:
- At least five years of experience in IT profession
- Experience installing, configuring and managing both wired and wireless LAN, and firewalls.
- Computer imaging skills required.  
- Strong written and interpersonal skills.
- Excellent written and spoken English and Ukrainian. Russian and other languages desirable.
- Able to work independently within a team environment
- Proven track record of delivering excellent customer service.
- Experience of working independently and in a cross-functional team to deliver IT services.
- Excellent communication and interpersonal skills required.

REPORTING STRUCTURE AND TEAM COLLABORATION
Reporting to: Deputy Director of Field Management, with technical reporting line to the IT Director
Collaboration: As part of the operational support team, this role will interact with all other departments across IRC Ukraine Country Program. Additionally, interaction with IT service providers might take place for technical assessment and procurements.