Overseeing and ensuring the fulfillment of critical responsibilities, the role demands a strong focus on key areas of accountability, including strategic planning, team leadership, and operational efficiency. The position requires meticulous attention to detail in managing budgets, optimizing resource allocation, and driving performance improvements. Additionally, the individual must demonstrate expertise in stakeholder engagement, fostering strong relationships with clients, partners, and internal teams to align objectives and achieve organizational goals. Proficiency in data analysis, reporting, and compliance adherence is essential, alongside the ability to lead cross-functional projects and adapt to evolving business needs.
Provide technical assistance to end users by addressing and resolving 40% of their hardware, software, and network-related issues. Diagnose problems, troubleshoot malfunctions, and implement solutions to ensure minimal downtime and optimal system performance. Maintain detailed records of support interactions, including incident descriptions, diagnostic steps, and resolutions, to facilitate future reference and trend analysis. Collaborate with cross-functional teams to escalate complex issues when necessary, ensuring timely and effective resolution. Stay current with evolving technologies, software updates, and emerging support methodologies to deliver proficient and efficient service. Communicate clearly and professionally with users to explain technical concepts in an understandable manner and gather pertinent information for issue resolution.
Act as the primary liaison for IT support requests from Kenya and Madagascar staff, ensuring each inquiry is documented in JIRA.
Support the Kenya & Madagascar IT Officer in the implementation of local IT initiatives, ensuring seamless project execution.
Offer comprehensive daily technical assistance to end users regarding general computer applications and IT systems across Country and Field Offices.
Develop and deliver comprehensive training materials and standardized procedures to ensure users can effectively and safely operate hardware and software systems. Additionally, conduct hands-on training sessions to instruct users on best practices for utilizing these technologies.
Deliver technical assistance and resolve user inquiries through email, telephone, and various communication channels.
Perform both preventive and corrective maintenance on desktop and laptop computers, scanners, projectors, and network equipment.
Provides coverage for the Kenya & Madagascar IT Officer during periods of leave or other assigned responsibilities.
Maintain and document IT issues through the company’s internal incident reporting system, recording daily support requests, reported problems, and the corrective measures implemented.
Forward any significant hardware or software issues, or defective products, to the appropriate vendors or technicians for professional service and resolution.
The incumbent is responsible for verifying the operational status of all IT equipment and promptly reporting any critical failures to the Kenya & Madagascar IT Officer.
Install and set up new equipment for employees, ensuring proper configuration and functionality.
Acts as the primary liaison for mobile data devices, providing technical assistance and system configuration services.
Responsibilities include maintaining routine data backups from all computers and verifying the security of stored backup information.
Analyze, design, and develop web or mobile application systems in accordance with user specifications and organizational standards.
Engage with system users to define precise specifications for modifications to current systems or the implementation of new solutions.
Offer technical assistance to deployed IT innovation initiatives and promptly resolve software-related issues.
Collaborate with the IT teams across Kenya and Madagascar to develop Technology for Development (T4D) initiatives.
The oversight and administration of the IT Helpdesk function comprises approximately 40% of the role’s responsibilities, encompassing a broad spectrum of duties aimed at ensuring efficient technical support and user assistance. This involves managing a team of support technicians, overseeing helpdesk operations, and implementing processes to enhance service delivery and resolve user issues promptly. Key responsibilities include maintaining high service standards, tracking performance metrics, and fostering a collaborative work environment to support organizational IT needs effectively.
Maintain and document IT issues through the internal incident reporting system, recording daily support requests, the problems identified, and the corrective measures implemented.
Direct significant hardware anomalies, software malfunctions, or product defects to the appropriate vendors or certified technicians for professional resolution and service.
Ensures the seamless operation of IT equipment and promptly escalates critical failures to the Kenya & Madagascar IT Officer for immediate resolution.
Install and set up new machines for end users, ensuring all hardware and software components are properly configured and operational according to established specifications.
Acts as the primary liaison for mobile data devices, providing comprehensive support and configuration services.
Ensure the consistent backing up of data from all computers and maintain the security of all backed-up information at all times.
Technology Innovations contributes to 10% of the overall objectives, driving advancements in digital solutions and fostering innovation across systems and processes. This role requires assessing emerging technologies, identifying opportunities for improvement, and implementing cutting-edge tools to enhance operational efficiency and competitive advantage. Key responsibilities include researching industry trends, collaborating with cross-functional teams to integrate innovative technologies, and ensuring seamless adoption of new systems while maintaining robust security and compliance standards. Candidates must possess a strong technical background, problem-solving skills, and the ability to translate complex concepts into actionable strategies to support organizational growth and digital transformation.
Analyze, design, and develop web and mobile application systems in alignment with user specifications and organizational standards.
Engage with end users to identify and define the specific needs and prerequisites for system enhancements or implementations.
Deliver assistance to the active IT innovation initiative and promptly resolve any software-related issues that arise.
Collaborate with the Kenya and Madagascar IT teams to develop Technology for Development (T4D) initiatives.
We oversee and manage IT assets, which constitutes 10% of the role’s responsibilities.
Ensure the accuracy and currency of IT assets issuance and movement records by providing support in maintaining the assets’ movement tracker in strict accordance with established IT SOPs, policies, and procedures.
Ensure all software in use aligns with Save the Children’s guidelines and global IT policy while fulfilling program requirements.
Ensure all systems comply with established standards and align with global IT policy requirements.
Perform consistent and scheduled maintenance on computers and related equipment, guaranteeing that all office devices—including computers, printers, and peripherals—remain in optimal operational condition at all times.
Demonstrated proficiency in aligning actions with the SCI Values in Practice framework, fostering an environment that upholds integrity, collaboration, and excellence in all professional engagements. Exhibits consistent adherence to ethical standards while promoting teamwork and innovation to achieve organizational objectives.
Ensures adherence to established policies, procedures, and ethical standards, maintaining a high level of responsibility for all actions and decisions made within the role.
Ensures accountability for decision-making, resource management, and the effective achievement of goals while embodying and demonstrating Save the Children’s core values.
Ensures that partners meet their obligations and fulfill their commitments as agreed upon.
We seek highly motivated individuals driven by a strong desire to excel and advance their careers. Candidates must possess a proven track record of achievement, along with the ability to set and pursue ambitious goals. The ideal applicant will demonstrate initiative, resilience, and a commitment to continuous improvement. Responsibilities include identifying opportunities for growth, taking calculated risks, and consistently delivering high-performance results. Strong leadership and adaptability are essential to thrive in dynamic environments.
Establishes high and demanding objectives for personal growth while assuming full accountability for advancing their own professional capabilities.
Future-oriented and strategically minded, with a strong focus on global perspectives and a proactive approach to learning and integrating emerging technologies.
They articulate a compelling vision for Save the Children, fostering engagement and inspiring others to align with the mission.
Collaborate effectively with cross-functional teams, including engineering, product management, and design, to align on project goals and deliverables. Engage in regular communication and feedback sessions to ensure cohesive workflows and shared understanding of objectives. Participate in strategic planning meetings to provide input and drive initiatives forward. Foster a culture of transparency and accountability to enhance team productivity and innovation.
Develops and nurtures strong, productive connections with team members at the regional office, colleagues, organizational affiliates, and external collaborators.
Embraces diversity as a fundamental driver of competitive advantage and organizational strength.
An individual who is personable, demonstrates strong listening skills, and fosters open communication would be ideal for this role.
Creativity is essential for developing innovative solutions and driving progress within dynamic work environments. Candidates should demonstrate originality and the ability to envision novel approaches to problem-solving. Proficiency in conceptual thinking and adaptability to evolving challenges are highly valued. Strong interpersonal skills are also necessary to collaborate effectively and communicate creative ideas clearly to diverse teams.
Creates and fosters groundbreaking, inventive solutions to address challenges and drive progress.
Eliminates unnecessary bureaucratic processes while fostering an entrepreneurial mindset.
Maintains unwavering ethical standards and demonstrates honesty in all professional interactions.
Consistently demonstrates integrity, fosters an environment of open communication, and cultivates trust through transparent actions and interactions.
Demonstrates consistently sound decision-making abilities and discernment in all professional interactions and circumstances.
We seek a candidate with a proven track record in the specified domain, complemented by substantial professional experience and a robust skill set. The ideal applicant will possess the requisite qualifications, including relevant certifications or educational background, along with hands-on expertise in key responsibilities. Strong analytical abilities, effective communication, and problem-solving skills are essential for success in this role. Familiarity with industry-standard tools and methodologies, as well as a commitment to continuous learning and professional development, will be highly advantageous.
A bachelor’s degree or equivalent qualification in Information Technology, Computer Science, or a related field is required.
Proficiency in Microsoft Office 365 applications, along with hands-on experience in both Windows client and server environments, is essential.
Proficiency in SharePoint and Microsoft ecosystem solutions is essential.
Proficiency in Python and Java programming languages would be considered advantageous.
Proficiency in Core View, Entra ID, and Active Directory is beneficial, though not mandatory.
Proficient in utilizing Power Automate and Power Apps is essential.
Proficient in both spoken and written English, coupled with exceptional interpersonal abilities, is essential for this role. Strong communication skills in English, both verbally and in writing, along with the capacity to engage effectively with others, are required.
Proficient in collaborating effectively with individuals from varied cultural backgrounds.
Strong interpersonal and communication abilities, with a proven capacity to operate effectively with minimal oversight.
Demonstrates unwavering dedication to the core principles and mission of Save the Children, ensuring alignment with the organization’s ethical standards and strategic objectives.
Qualifications
BA/BSc/HND
