Job Details
Type of Contract: Full time upto April 2020
Purpose of the Role
To manage and coordinate all ICT resources (human, information, technological and infrastructure) and also relationships with IT related external suppliers, in order to guarantee high quality design, development, and implementation in line with Helpline policies and standards and; identify opportunities for improving the helpline’s ICT functions.
Key Performance Objectives:
To Coordinate ICT projects and ensure the delivery of quality solutionsaccording to predefined customer requirements, deadlines and budget, and provide adequate support to all personnel.
To develop and implement an ICT security strategy which manages risk and safeguards the Helpline’s information assets.
To define, develop, maintain and document ICT processes
Monitor and control ICT activities at the Helpline through appropriate supervision, efficient resource utilisation, controls and timely delivery of services to clients and resolution of issues raised
Assess and recommend investments on the basis of desired technological advancesgeared towards improving the Helpline’s efficiency
Manage performance of ICT staff and efficiently implement Performance Management System within the section.
Key Tasks:
Prepare and manage annual budget for ICT business requirements.
Manage relationship with external ICT suppliers to safeguard Helpline interests.
Define the ICT strategy to ensure alignment with Strategic plan.
Supervise development of Information systems, assess and recommend investments on the basis of technological advances opportunities or new business opportunities.
Provide staff with appropriate support, relevant information and instructions from an ICT point of view.
Provide major input in the establishment, management and reporting of ICT activities to ensure top management awareness of activities, issues and outcomes
Skills and Competencies
Degree in Information Technology , Computer Science or related field
Three years of ICT hands-on experience
Knowledge of asterisk and open source call management system is desired
Experience working in a call centre environment
Excellent Written and Oral Communication skills in English and Kiswahili
High level presentation skills
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