Overseeing the primary domains of responsibility, this role encompasses a range of critical functions essential to the position’s success. Key responsibilities include managing and executing assigned tasks with precision, ensuring alignment with organizational objectives, and maintaining high standards of performance. The position demands meticulous attention to detail, proactive problem-solving, and the ability to collaborate effectively with cross-functional teams to drive results. Additionally, the role requires adherence to established policies and procedures while fostering a culture of accountability and continuous improvement.
Provide technical assistance and resolve issues for end users, dedicating 40% of the role to troubleshooting hardware, software, and network-related problems, and ensuring seamless system functionality.
Act as the primary liaison for IT support inquiries from Kenya and Madagascar staff, documenting each request in JIRA to ensure proper tracking.
Provide support to the Kenya & Madagascar IT Officer in executing local IT initiatives.
Deliver consistent end-user support for general computer applications and IT systems across Country and Field Offices on a daily basis.
Develop and deliver comprehensive training materials and procedures, along with hands-on instruction, to ensure users can effectively and appropriately utilize both hardware and software systems.
Offer technical assistance and resolve end-user issues through various communication channels, including email, telephone, and other available methods.
Deliver comprehensive preventive and corrective maintenance services for desktop and laptop computers, scanners, projectors, and network equipment.
Cover for the IT Officer positions in Kenya and Madagascar during periods of leave or when assigned to other duties.
Maintain and document IT issues by utilizing the internal IT incident reporting system, tracking daily support requests, recording raised issues, and logging remedial actions taken.
Forward any significant hardware malfunctions, software issues, or defective products to the appropriate vendors or certified technicians for professional resolution.
Ensures the proper functioning of IT equipment and promptly escalates any critical failures to the Kenya & Madagascar IT Officer.
Install and set up new equipment for end-users, ensuring proper configuration and functionality as part of their onboarding process.
Acts as the primary point of contact for mobile data devices, providing comprehensive support and configuration services.
Ensure the routine backing up of data from all computers and maintain the security of the backed-up data at all times.
Analyze, design, and construct web or mobile application systems in alignment with user specifications and organizational benchmarks.
Collaborate with system users to define the specifications for updates to current systems or the implementation of new ones.
Deliver assistance to the deployed IT innovation initiative and promptly resolve any software-related issues.
Collaborate closely with the Kenya and Madagascar IT teams to develop Technology for Development (T4D) initiatives.
As the IT Helpdesk Manager, you will oversee 40% of the operational responsibilities, ensuring seamless technical support and efficient resolution of user issues. Your role involves supervising the helpdesk team, implementing best practices for service delivery, and maintaining high standards of customer satisfaction. Additionally, you will manage incident tracking systems, analyze performance metrics, and drive continuous improvement initiatives to enhance service quality. Strong leadership, technical expertise, and a commitment to process optimization are essential for success in this position.
Maintain and log IT issues via the internal incident reporting system, documenting daily support requests, reported issues, and corrective actions implemented.
Address any significant hardware or software issues, as well as defective products, to the appropriate vendors or technicians for resolution.
Ensures the proper functioning of IT equipment and promptly escalates any critical failures to the Kenya & Madagascar IT Officer.
Install and set up new machines for employees, ensuring all systems are properly configured and operational.
Acts as the primary liaison for mobile data devices, providing support and configuration services.
Ensure all computers are routinely backed up, maintaining the security of the backed-up data at all times.
Technology Innovations is responsible for driving a substantial portion (10%) of our strategic initiatives. This role demands a keen understanding of emerging trends, the ability to assess technological advancements, and a proactive approach to integrating innovative solutions that align with organizational objectives. Key responsibilities include identifying breakthrough opportunities, collaborating with cross-functional teams to implement cutting-edge tools, and ensuring seamless adoption across departments. The ideal candidate will possess strong analytical skills, a forward-thinking mindset, and experience in translating complex technological concepts into actionable business strategies.
Analyze, design, and develop web and mobile application systems in alignment with user specifications and organizational standards.
Engage in collaborative discussions with system users to define precise specifications for enhancements to current systems or the implementation of new solutions.
Deliver assistance to deployed IT innovation initiatives and promptly resolve any software-related issues encountered.
Collaborate closely with the Kenya and Madagascar IT teams to develop Technology for Development (T4D) initiatives.
IT Assets Management encompasses 10% of the role, ensuring the accurate tracking, maintenance, and optimization of all technology-related assets within the organization. This includes overseeing hardware, software, and digital infrastructure to maximize efficiency, minimize costs, and maintain compliance with relevant policies and regulations. Responsibilities involve regular audits, lifecycle management, and the secure disposal of outdated or redundant assets while providing support to internal teams to resolve related issues. Strong attention to detail, analytical skills, and familiarity with asset management tools and frameworks are required to execute these duties effectively.
Offer assistance in managing the assets movement tracker to ensure IT assets issuance and movement records remain current in accordance with established IT SOPs, policies, and procedures.
It is essential to confirm that all utilized software aligns with Save the Children’s established guidelines, complies with global IT policies, and fulfills the specific requirements of each program.
Ensure all systems adhere to the mandated standards and comply with global IT policies.
Perform consistent, scheduled maintenance on computers and related accessories to ensure all office equipment, including computers, printers, and other devices, remain fully operational and in optimal condition at all times.
With a focus on embodying SCI Values in Practice, the ideal candidate will demonstrate a strong commitment to the organization’s core principles through their skills and professional conduct. We seek individuals who balance technical expertise with ethical behavior, fostering a collaborative and inclusive work environment. Proficiency in aligning personal actions with SCI’s mission and values is essential, as is the ability to adapt behaviors to support team success and organizational integrity. Strong interpersonal skills, adaptability, and a results-driven mindset are critical to fulfilling responsibilities effectively.
Accountability is a critical component of this role, requiring a steadfast commitment to meeting and exceeding performance expectations. You will be responsible for ensuring tasks are completed accurately and on time, while also taking ownership of both successes and challenges. This position demands a proactive approach to problem-solving and a dedication to continuous improvement, as you will be expected to track progress, report outcomes, and implement corrective actions when necessary. Strong organizational skills and a results-driven mindset are essential to uphold the standards of accountability expected in this position.
Demonstrates unwavering accountability for decision-making, optimal resource management, and the attainment of organizational objectives, while embodying and exemplifying Save the Children’s core values in all actions.
Ensures partners fulfill their obligations as agreed upon, maintaining high standards of accountability throughout engagements.
We seek a highly driven individual eager to advance their career and tackle new challenges. The ideal candidate must demonstrate a strong desire to grow professionally and contribute meaningfully to impactful projects. You will be responsible for delivering high-quality results while continuously expanding your skill set in a dynamic environment. Strong problem-solving abilities, adaptability, and a proactive mindset are essential to thrive in this role.
Drives personal growth by establishing ambitious and challenging objectives while assuming full accountability for ongoing development.
Forward-thinking with a strategic and global mindset, actively seeks opportunities to learn and integrate emerging technologies.
Articulates a compelling personal vision for Save the Children while inspiring and rallying others to embrace and champion the mission.
Collaborate effectively with various teams, departments, and stakeholders to achieve shared objectives and foster a cohesive work environment. Engage in cross-functional initiatives, ensuring seamless communication and alignment of efforts to optimize project outcomes and enhance organizational synergy. Demonstrate strong interpersonal skills to build and maintain productive working relationships, contributing to a culture of teamwork and mutual support.
Develops and sustains productive relationships with the regional office team, colleagues, members, and external partners and supporters, ensuring strong communication and collaboration at all levels.
Embraces diversity as a fundamental pillar that enhances competitive advantage, fostering an inclusive environment where varied perspectives drive innovation and growth.
Known for an approachable demeanor, strong listening skills, and the ability to communicate with ease.
We value imaginative thinking and innovative problem-solving abilities. Candidates should demonstrate a strong capacity to generate original ideas and approaches.
Drives the conception and implementation of novel, inventive approaches and strategies to enhance organizational outcomes.
Streamlines processes to eliminate bureaucratic inefficiencies while fostering an innovative, entrepreneurial mindset.
Integrity is a fundamental requirement for this position, as it ensures adherence to ethical standards and fosters trust within the organization. Candidates must demonstrate unwavering honesty and a commitment to maintaining confidentiality in all professional interactions. This role requires the ability to make principled decisions, even in challenging circumstances, while upholding the company’s values and reputation.
Maintains unwavering honesty while fostering an environment of openness and transparency, thereby cultivating trust and confidence among team members.
Demonstrates consistently sound and discerning judgment in all professional decisions and actions.
Requirements, Expertise, and Competencies:
A minimum of a bachelor’s degree in a relevant field is required, along with [X years] of hands-on experience in [specific industry/field]. Proficiency in [specific software/tools] is essential, and familiarity with [specific methodologies or certifications] is highly advantageous. Strong analytical, problem-solving, and communication skills are necessary to succeed in this role. Candidates must demonstrate the ability to work independently as well as collaboratively in a team environment, with a keen attention to detail and a commitment to meeting deadlines. Prior experience in [relevant task or responsibility, e.g., project management, data analysis, etc.] is preferred, and a proven track record of [specific achievement or skill] is a significant asset.
A bachelor’s degree in Information Technology, Computer Science, or a related field is required.
Proficiency with Microsoft Office 365 and hands-on experience with both Windows client and server environments are required.
Demonstrates proficiency in SharePoint and Microsoft’s system solutions.
Proficiency in Python and Java programming languages would be considered a beneficial qualification.
Proficiency in Core View, Entra ID, and Active Directory is beneficial, although not mandatory.
Show proficiency in utilizing Power Automate and Power Apps effectively.
Proficient in both spoken and written English, along with exceptional interpersonal abilities, is essential for this role.
Proven capacity to collaborate effectively with individuals from varied cultural backgrounds.
Proven ability to communicate effectively and independently execute tasks with minimal oversight.
Demonstrates unwavering dedication to the core principles and mission of Save the Children, embodying its ethical standards, humanitarian values, and organizational objectives in all professional conduct and decision-making.
Qualifications
BA/BSc/HND
