Job Title: Technology and Information Systems Operations Manager (TISOM)
Job Family: Technology and Information Systems (TIS)
Job Grade: 6
FLSA Status: Exempt
Basic Qualifications:
Bachelor’s degree and 5+ years’ experience in IT, or equivalent combination.
Experience with Microsoft and MAC operating systems and applications and in a networked
environment, including MS Office, SharePoint.
Experience providing outstanding technical support and customer service
Experience managing multiple projects.
Appropriate certifications preferred (A+, Network+, MCP, MCSE)
Essential Functions:
The Technology and Information Systems Operations Manager, Africa Region (TISOM) is based in Nairobi and provides hands-on technical support to 30 employees in 6 locations across East, Southern and Central Africa (Nairobi, Arusha, Kigoma, Lusaka, Mulobezi, and Libreville).
Support responsibilities include hardware and applications such as Microsoft Office 2010 and SharePoint.
The TISOM is responsible for the purchase, installation, and life-cycle maintenance of information technology systems including PC, MAC, and phone and network equipment.
S/he performs local administration and operations functions as appropriate in accordance with TNC and TIS standards, policies and procedures.
S/he acts as the primary point of communication between TIS and operating, business and functional teams. The TISOM works closely with US based peers.
S/he must establish and maintain positive working relationships with colleagues in IT and Operations.
The TISOM will work on specific IT projects as a project manager or as a team member.
The position requires a self-starter able to work without day-to-day supervision within a globally dispersed organization.
The position is supervised by the regional Program Director of TIS Operations based in Seattle, USA and has no direct reports.
The TISOM may coordinate and direct the activities of volunteers and staff in cross-organizational teams based in Africa and USA.
Duties:
Provides local and remote technical support (server, network, desktop, printer phone or PC failure). Performs complex software/hardware troubleshooting, patch management and re-installations in accordance with SLAs.
Provides staff with WIN 7/MAC account setup, support, and IT orientation, and mobile device configuration.
Provides consulting/training/education services for standard TNC computer, phone systems and software such as Microsoft Office 2010, Outlook and SharePoint.
Assist local operations staff with strategic, budgeting and disaster recovery/business continuity planning to staff in multiple offices.
Monitors security compliance in accordance with TNC and TIS standards, policies and procedures. Insure computer security including virus/malware remediation, including reformatting if needed Responsible for maintenance of systems documentation such as TIS operations manuals. Serves as the technical and communications liaison to and from stakeholders for TIS communications, initiatives, needs assessments, etc.
Procure, install, and maintain IT hardware and software (includes PCs, servers, networking equipment, printers, O/S, and voice and data communications systems). Responsible for local inventory maintenance and software license management
Serves as the IT point of contact and accountable for new office setups, office expansions, etc. This includes relocation and/or installation of voice/data communications solutions, WAN/LAN, wireless and PC equipment.
Responsible for local IT vendor, contract and outsourcing management. Insures consistent internet service and best price and performance from ISP
Performs appropriate duties associated with division and TIS project-based activities. Within TIS, participates in the identification, development and communication of new technology standards and best practices as appropriate.
Responsible for PC and server data backups and recovery and ensure that they are completed on a regular basis.
Assist Africa staff and visiting staff with most cost effective ways of communication (Skype, Cell, calling
Other duties as assigned.
Knowledge/Skills:
Bachelor’s degree and 3 to 5 years related experience or equivalent combination.
Professional certifications as appropriate (A+, Network+, MCP, MCSE).
Must have a strong dedication to customer service.
Highly skilled in support and troubleshooting of Windows and MAC computers.
Knowledge of current trends in technology.
Demonstrated experience with TNC standard software applications, including MS Office, Windows 7 and MAC. SharePoint experience a plus
Training ability/experience.
Complexity/Problem Solving:
Analyze situations, evaluate alternatives, and implement solutions within TNC standards (where applicable).
Interpret guidelines and analyze factual information to adapt or modify processes in response to changing circumstances.
Duties may require non-routine analysis, research and follow-through.
May act as a resource to others to solve problems.
Discretion/Latitude/Decision-Making:
Exercise independent judgement. Work affords significant opportunity to act independently on assigned tasks.
Duties are performed under minimal supervision.
Responsibility/Oversight –Financial & Supervisory:
Financial responsibility may include working within a budget to complete projects, negotiating and contracting with vendors, assisting with budget development, and meeting fundraising targets.
Purchase equipment and supplies as provided for in budget.
Communications/Interpersonal Contacts:
Work and communicate with a wide range of people – peers, vendors, the public, staff members including program leadership, and others.
Consistently demonstrate professional, positive, and approachable attitude/demeanor and discretion. Demonstrate sensitivity in handling confidential information.
Formulate and clearly communicate ideas to others.
Fluency in English and the primary language of the country or region supported.
Working Conditions/Physical Effort:
Work requires ability to lift 30 to 50 pounds on a regular basis. Work may require moderate physical exertion and/or physical strain.
Willingness to work flexible hours.
Willingness and ability to travel 40% in Africa and USA, at times in remote or difficult areas.
Ability to work under stress during peak workload periods.
Work environment involves only infrequent exposure to disagreeable elements.
Valid Driver’s License and Passport required.
How to Apply:
To apply for this position, please submit a resume/CV and cover letter to Africa@tnc.org subject line: Technology and Information Systems Operations Manager (TISOM).
Applications must be submitted by Friday, June 7th, 2013 to be considered.
The Nature Conservancy is an Equal Opportunity Employer.
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