Information Systems and Technology Manager

Job Description

Over 80 years ago, Albert Einstein helped create the International Rescue Committee (IRC). Today, we are a leading humanitarian and development organization working in more than 40 countries and 26 US Cities to help people whose lives and livelihoods are shattered by conflict and disaster to survive, recover, and gain control of their future. The IRC has been present in Liberia since 1996, serving as a lead partner in the health sector. The country program supports the Ministry of Health (MOH) in strengthening the health care systems and service delivery at all levels following the MOH national standards.

In recent years, IRC Liberia has deepened its commitment to supporting local civil society organizations and community groups in their recovery efforts - first from the devastating civil war and now from the Ebola crisis. The Scaling Up Health Services Project presents an opportunity to bring these two critical elements together by strengthening civil society engagement in delivering health services and rebuilding health systems in Liberia.

Scope of Work:

The IRC has entered into a cooperative agreement with USAID to implement the USAID Community Health Activity Liberia. The USAID Community Health Activity is a consortium consisting of IRC, Last Mile Health (LMH), Community Safety Initiative (CSI), and Development Education Network-Liberia (DEN-L). The consortium will strengthen the Liberian community health system by providing health care services in hard-to-reach areas; and to support sustainable country ownership of community-based health services through technical assistance and capacity building of Ministry of Health (MOH)/County Health Teams (CHTs). The project will increase service providers' coverage in underserved districts and improve their capacity to deliver quality health services while strengthening CHTs and communities' capacity to plan, manage, and monitor health services. In addition, the project will directly work with local civil society organizations (CSOs) at the county and community level, providing them with funding opportunities and strengthening their technical and operational capacity to play a crucial role in service delivery.

About The IRC

The International Rescue Committee (IRC) responds to the world's worst humanitarian crises and helps people survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees forced to flee from war or disaster. At work today in over 40 countries and 22 US Cities, we restore safety, dignity, and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

The International Rescue Committee has been operating in Liberia since 1996 and has offices and activities in Montserrado, Lofa, and Nimba Counties. In addition, the IRC has Women and Girls Economic Empowerment programs and is currently supporting the COVID-19 emergency response in Liberia.

Job Overview:

The Information Technology department supports the organization's work by providing reliable and scalable application development and ICT Infrastructure for the IRC's offices in the US and worldwide, including many technologically challenging locations.

Under the direct supervision of the Operations Coordinator and Technical support of the Regional IT Director, West Africa, and Great Lakes, the IT Manager contributes as staff of IRC Operations Department in the Liberia office and will be responsible for all ICT and Internet-related problems and is expected to perform the following assignments:

Key Responsibilities:

Provide direct technical support to all IRC Users on the country Program.

Level 1 Technical Support includes but is not limited to:

Hardware and software repairs, observing warranty, and following IRC IT best practices.

Level 2 Technical Support includes but is not limited to:

- Microsoft Office Support, server virtualization and Cloud Solutions, administration, and domain integration on windows servers. - Service-Now IRC IT Enterprise Ticketing Helpdesk System.

Specialized Applications Installation and Support:

- Finance Sun Systems through Microsoft Azure (Cloud) - Budget vs. Actual management – Programs, Procurement, and Finance. Track and report on IT expense (BVA) and predict gaps. - Box – storage and collaboration management and enforce data security and retention. - Provide support to M&E in data collection and analysis tools (Comcare, Kobo, and Power BI, as well as other donors' approved data tools) - IT Operations Score Card management - GIS – Global information Security management and training for staff - Microsoft Teams utilization - Setup users' email accounts, archiving, termination, and distribution group lists management. - Verify and provide technical consultancy to Procurement regarding purchasing ICT equipment and ensuring equipment purchased is of the proper specifications and conforms to the IRC standard specifications. - Install, document, manage and support wired and secured wireless networks with approved network devices (Meraki and Ubiquiti Unifi). - Ensure data protection & backup systems are working correctly (software & hardware) - Improve the Network Infrastructure (internet, through DCHP, DNS, filters, backups, print servers, etc.). - Generate an IT strategic plan to improve the IT support to the country office. - In coordination with the Director of Field IT, the IMS Manager will design work plans for improving the IT systems and local network for better performance and benefits. - Work with Regional/HQ IT Teams to update and disseminate the IT policy. - Participate in the organization-level application and hardware testing.

Promote Global Information Security:

- Collaborate with the GIS/HQ and RITD to promote Information security training and awareness - Conduct threat and phishing analysis and recommend remediation actions - Promote IT Policy understanding and adoption - Enforce data security and data retention

Prepare the Country Program for Integra:

- Refresh the End Users Computing systems (Computers' replacement and re-imaging) - Coordinate with IT Officer and RITD to ensure that all sites complete the Integra Performance Testing - Work with HR and Field Coordinators to assess end user's capacity needs and organize IT training to build staff capacity countrywide on Ms. Basic Skills - Work with the Operations Coordinator, the Integra Regional deployment Lead, and RTID to refresh the DRA data and complete the DRA action plan

Vendor Management:

- Work directly with Procurement and vendors in the country to obtain support, repair, and warranty information.

Hardware Inventory:

- The IT Manager works with GSC and Local Logistics and Procurement to distribute and track all hardware and software installations. - Ensure that all hardware and software are compliant with IRC Global Standard specifications.

ICT Leadership and Report – Provide IT the visibility to the SMT:

- Manage and report on IT projects/Initiatives – cost, timely, deliverables, and activities. - Share Reports on IT Score Cards Metrics status, Service Now, Box & RN utilization - Manage and Report on IT projects: cost, timeline, deliverables, activities workload versus resources and (IT resources management).

Others:

- Perform other duties as may be assigned by your supervisors.

Key Working Relationships:

Position directly supervises: None

Other Internal and/or external contacts:

Internal: Regular relationships with Project staff, HR, Finance, Grants, Supply Chain, and staff at all levels.

External: Vendors, Service Providers, Implementing Partners, as requested by the project leadership.

Qualifications

Education and Experience:

- Bachelor's Degree in Information and Communication Technology. Or at least Bachelor's Degree in a related technical discipline, including computer science, engineering, information systems, and management information systems. - Five years of relevant experience with international organizations - Experience working with Network Infrastructure (LAN, WAN, Wireless, P2P, Server Virtualization, and Cloud Solutions. - Experience with customers service ( ITIL and Service Now), VSAT Technology, Microsoft Dynamics, MS Project, and MS Visio - Must be able to work with limited supervision and exercise independent judgment in problem-solving - Good Customer Care Service

Demonstrated Skills and Competencies:

- Demonstrated success as an IT leader within IT systems and technologies and the Humanitarian sector - Good collaborator and influencer with practical interpersonal and analytical skills. An individual who can work seamlessly across cultures, organizational units. - Excellent ICT service management skills focused on aligning IT with business needs - Hands-on professional focused on results and quickly adapting to new working environment and team (Technology/Management). - Able to work effectively in a highly matrixed structure

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. Following these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.