Regional IT Coordinator, MENA

Job Description

"Any intelligent fool can make things bigger, more complex, and more violent. It takes a touch of genius – and a lot of courage – to move in the opposite direction." (Albert Einstein)

Background/IRC Summary:

The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. At work in over 40 countries and 23 US cities. The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and worldwide, including many technologically complicated locations.

JOB OVERVIEW/SUMMARY

The Regional Information Technology Coordinator, MENA, will play a key role in supporting the advancement and operation of all IT systems in our offices and sites across the MENA region. In this capacity, you will have the opportunity to develop strong working relationships with country programs management and serve as an advisor on the tactical use of IT in the field, focusing primarily on IT Infrastructure and collaboration platforms, compliance, and service delivery. You will also have the chance to provide leave cover for the Regional IT Director, covering MENA.

SCOPE

As part of a matrixed management model reporting to the Regional IT Director, Europe the Middle East and North Africa, and the Regional Supply Chain Director for MENA, you will bring your validated management and experience, passion for humanitarian relief and development work, relevant language skills, and a keen ability to understand and successfully support information technology program delivery. Additionally, as an IRC Global Information Technology team member, you will be jointly responsible for delivering on global IT initiatives.

Major responsibilities:

Act as the main point of contact for all IT support needs across the region, ensuring prompt and effective assistance.

Serve as the primary liaison for regional donor and regulatory compliance, such as Section 889 and BIS licensing, ensuring alignment to requirements.

Support the rollout of projects and initiatives through close communication with the project team and local teams, fostering collaboration and smooth implementation.

Effectively communicate the IT infrastructure, collaboration, and other IT services needs of the region to HQ IT teams, with efficient and tailored support.

Collaborate with HQ IT Communications and Internal Communications teams to ensure that the region is fully knowledgeable of and understands key initiatives and policies, promoting transparency and engagement.

Work closely with the local IT team, helpdesk, and program management to develop the IT budget for the upcoming fiscal year, ensuring resources are allocated effectively.

Participate in the recruitment of country IT staff, ensuring professional standards are met and promoting diversity and inclusivity.

Develop a comprehensive plan for field-office visits related to IT support, facilitating on-the-ground assistance and fostering relationships with local teams.

Collaborate with the HQ IT Training team to provide in-country training to local IT and communications staff as needed, promoting skill development and exchange of information.

Ensure that local points of contact maintain up-to-date Network/Application/Assets documentation for the country program, facilitating efficient management and troubleshooting.

Ensure that IRC staff in the region receive timely and appropriate IT-related support, fostering a productive and user-friendly IT environment.

KEY WORKING RELATIONSHIPS: The position Reports to: Regional IT Director of Europe & MENA as well as the Regional Supply Chain Director

POSITION DIRECTLY MANAGES: No Indirect Reporting

Other internal and/or external contacts:

Internal:

Regional Management Team

MENA Country Directors

IT and HR Training Teams

Service Desk Support Team

Data Governance and Privacy Team

Software Application Team

Infrastructure Team

External:

Nethope working groups, including MENA chapter

JOB REQUIREMENTS: Formal Education & Certification

• College degree or equivalent relevant work experience.

Knowledge & experience

• A minimum of 5+ years of work experience in customer success or managing service desk teams, showcasing your ability to deliver exceptional support.

• A minimum of 5+ years of enterprise technology project management experience, demonstrating your skills in effectively overseeing and implementing projects.

• Experience working in the MENA region, handling a similar role, providing valuable regional insights is preferred.

• Excellent leadership skills, enabling you to inspire and guide both technical and non-technical teams.

• Ability to connect with and lead diverse teams, fostering collaboration and creating an inclusive work environment.

• Ability to effectively communicate technical issues and risks to a non-technical audience, promoting understanding and engagement.

• Knowledge and experience with networking and communications technologies, including but not limited to server operating systems, network architecture, IP-based networks (voice and data), satellite communications, desktop solutions, email systems, etc.

• Knowledge and/or experience of BIS licensing requirements, ensuring compliance and upholding standards.

• Experience in leading migration from on-prem to cloud-first architecture, demonstrating your adaptability and familiarity with modern technology trends.

• A recognized qualification in one of the following areas is desirable:

o ITIL

o PMP, PRINCE2, or other project management field

o CISM/CISSP.

Personal attributes

• Strong interpersonal and communication skills, allowing you to build positive relationships and collaborate effectively.

• Excellent planning and organization skills, ensuring efficient and timely completion of tasks.

• Works well within a team environment and individually, valuing both collaboration and autonomy.

• Works with a sense of urgency without sacrificing quality or accuracy, maintaining high standards in a fast-paced environment.

• Remains calm under pressure, demonstrating resilience and adaptability in challenging situations.

LANGUAGE SKILLS: Arabic and English required. Additionally, proficiency in other languages would be an advantage.

Working environment:

This position is preferably based in Amman, Jordan. The role will require regular travel to Country Offices in the MENA region and other locations, including HQ, as necessary.

Standards of Professional Conduct The IRC and IRC workers must adhere to the values and principles outlined in the IRC Way – Code of Conduct. These values include Integrity, Service, Accountability, and Equality. In accordance with these values, the IRC implements policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons, and several others.

Commitment to Diversity and Inclusivity:

IRC is committed to building a diverse organization and a climate of inclusivity. We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

Equal Opportunity Employer:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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Qualifications