IT Manager-FHI360 Retour vers les opportunités

FHI 360:

FHI 360 is a global development organization with a rigorous, evidence-based approach. Our professional staff includes experts in health, nutrition, education, economic development, civil society, environment and research. FHI 360 operates from 60 offices with 4,400 staff in the U.S. and around the world.   Our commitment to partnerships at every level and our multidisciplinary approach enable us to have a lasting impact on the individuals, communities and countries we serve–improving lives for millions.  We seek qualified candidates for the position of IT Manager.

Position Description:

The IT Manager manages the IT team and provides IT support for the FHI 360 office staff.  The IT Manager manages the performance of services to all computer users and ensures that service levels are achieved. .  He/She works with the US ISS Operations team and US ISS Infrastructure team to coordinate support, project definition and delivery, upgrades and routine tasks.

• Responsible for the ownership, management and resolution of incidents or service requests escalated by IT staff and users
• Supervise, Coach and mentor IT staff to ensure quality IT support and staff development

• Provides technical leadership to the IT staff, management team and all users
• Continually measure, monitor and work to drive down incident levels.
• Responsible for making sure that working practices and processes exist, are robust, standardized and repeatable and support the IT team’s day to day activities.
• Provide leadership and management oversight, including agreeing priorities and monitoring accomplishments and challenges within the IT team.
• Oversee development of and monitoring work plans and budgets.
• Provides support of computer hardware, software, printers, applications, operating systems, servers, network devices and phone systems.
• Ensures the weekly update of the Kaspersky Anti-virus of servers and clients
• Performs regular backups of servers, user files, and network shared files
• Performs software installations on company computers and configures applications as specified.
• Working knowledge and understanding with a variety of technologies to effectively support end- users.
• Maintains the office IT system and upgrades when required or as instructed by HQ

• Responsible for tracking and progress of all incidents to conclusion such that they are in line with Service Level Agreements and quality standards
• Management of critical incidents, associated communication, activities and any appropriate escalations and to provide incident analysis information to impacted stake holders.
• Review performance reports, service improvement plans, quality assurance processes and provide management with the performance reports to an agreed schedule.
• Manage and collaborate with third party suppliers where appropriate and ensure that vendor performance and provision of services and quality is in line with FHI 360 expectations that enable FHI 360 to meet or exceed service levels.
• Maintain vendor relationships with key service providers that support and provide technology for the end user computing environments.
• Responsible for the optimal operation of all office devices and end user computing environments hardware, peripherals, which directly support and help manage the end user computing environment.
• Support organizational wide priorities by ensuring optimal support and timely resolution of incidents
• Ensure integrity and availability of all technology resources through adherence to change control and configuration management processes and procedures
• Identify and promote technical and operational “best practices.”
• Excellent organizational skills and problem-solving skills.
• Strong oral and written communications skills (technical and nontechnical)
• Trains staff on newly deployed technologies
• Reviews and enforces FHI 360’s policies and standard operating procedures (SOPs)