The International Rescue Committee responds to the world’s worst humanitarian crises and helps people to 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 in 22 US cities, the IRC restores safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

The IT Department supports the organization’s work by providing reliable and scalable applications and infrastructure of the IRC’s offices in the US and around the world, including many technologically challenging locations. An integral component of this effort is ensuring that Country Programs have the capacity to implement and support these IT initiatives effectively across the country offices and in the field sites.

Reporting to the Head of Operations Deputy director Operations (DDO), the IT Manager will provide quality leadership and oversight of all IRC Country Office IT service functions, including assisting and facilitating the installation, configuration, staff training and operations support.   A key aspect of this role is ensuring all technology implementations in-country conform to the global IT policies and procedures, hence working closely and technically with the Regional IT director (RITD) is vital. Another key aspect of this role will be to establish an open channel to different working groups across the country program to ensure business needs are met and IT concerns were being addressed in a timely fashion

Duties & Responsibilities of Job: 

• Work in close collaboration with RITD to ensure all IT updates are shared and timely guidance is sought
• Interact with Programs, Operations and field offices to ensure understanding of business needs and efficient support is delivered and digital solutions are developed for sustainability and scale.
• Work with field office IT staff and Field Coordinators to ensure timely delivery of IT project activities and resolution of IT issues.
• Support, engage and collaborate with program sector leads within Sudan (East and West) ,and ensure all technical requirements, technology needs, SAP priorities drivers/enablers are well presented and supported across all the outcome areas in Partnership with relevant leaders with consultation to technical leads as and when appropriate.
• Conduct relevant training sessions to ensure that staff possess the knowledge and skills commensurate with their responsibilities especially in using the technologies being implemented in IRC.
• Manage installation, configuration, maintenance, repair, security and documentation of local area networks, servers, desktop/laptop computers, communication resources and other office equipment
• In consultation with the RITD, test and evaluate new technologies that will improve IT support processes in country and region.
• Primary accountable member to ensure end user support from Service now and incident management is carried out within preset SLA KPIS.
• Work closely with the centralized/decentralized teams within IT to ensure business continuity, relevant support and compliance within End point, Service Desk, NOC, Engineering, GIS and Devops. 
• Investigate local Internet connectivity options, monitor traffic usage trends or consumption and obtain adequate bandwidth for Intranet and application connectivity across offices while maintaining relationships with vendors.
• Implement and manage IT Policies on Data backup Box, GIS information security, end point best practices as per IRC IT recommendations and provide the necessary training on the use of these solutions.
• Creation of a country IT strategy plan to improve the IT state of the country program in line with Global IT strategy focused on SMART objectives measured every quarter.
• Participate in CO management meetings, grants and proposal sessions to lobby and advocate for IT initiatives in line with the set roadmap. 
• Using our existing dashboards, (Nagios, meraki, location data app, monthly IT report and Service Now) to interpret statistical data using data analytics for roundtable conversation with key stakeholders to aide decision making.
• Participate in the annual budget planning and ensure allocation for the necessary IT investments to acquire the required infrastructure that corresponds to the business needs
• Act as the Lead and Focal point for the country office program on matters IT
• Perform other duties as directed by leadership and management.

Education: Bachelor’s and/or Master’s university degree in Computer Engineering and/or equivalent in relevant field

Technical Skills & Experience: 

• At least 5 years’ experience in IT Service Management  
• Strong troubleshooting skills, with the ability to effectively convey technical troubleshooting results to IT peers for seamless issue resolution
• Experience in CMDB usage and ITIL best practices
• Background in networking technologies using Cisco mainly Meraki and Unifi 
• Understanding of Web applications and Administration is an added advantage.
• Proficiency with client-server environment using Microsoft Server processes, DNS, DHCP and group policy objects and print management.
• Familiarity in server and endpoint updating and patching methodologies
• Strong technical writing/documentation skills
• Experience in providing support in an environment that has an ERP is an advantage 

Soft Skills and Competencies:

• Excellent management, interpersonal and negotiation skills and a demonstrated ability to promote harmonious/cohesive teamwork, in a cross-cultural context.
• Excellent presentation, verbal communication and report-writing skills with the ability to convey information effectively in English.
• Customer & client centered and service-oriented mind & attitude, and ability to work independently under pressure.
• Proven ability to plan long-term, organize priorities and work under administrative and programmatic pressures with detail orientation and professional patience.
• Strong diplomacy and collaboration skills in establishing positive working relationships with senior level management and all other stakeholders to maximize cooperation and productivity.
• Proven sense of professional discretion, integrity, and ability to manage situations diplomatically and to effective resolution.

Language Skills: Excellent English and communication skills including speaking, listening and writing 

Computer Skill: High proficiency in supporting industry standard IT infrastructure and applications

• Certificates or Licenses: A+, ITIL, PMP, MCSE or similar certifications preferred 

Working Environment:  Based in Head/Field office, occasionally required to travel to field offices and joining regional conferences and workshops, if required.           

Standard of Professional Conduct

IRC and IRC employees are required to abide by the values and principles outlined in the IRC Way – Code of Conduct which are Integrity, Service, and Accountability. In accordance with these values, IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Harassment-Free Workplace, Fiscal Integrity, Anti-Retaliation, Combating Trafficking in Persons, and several others. 

Gender Equality & Equal Opportunity

We are committed to narrowing the gender gap in leadership positions. We offer generous benefits that provide an enabling environment for women to participate in our workforce including parental leave, gender-sensitive security protocols and other supportive benefits and allowances. We welcome and strongly encourage qualified female professionals to apply.

We are an equal opportunity employer and value diversity at our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Ensuring the non-disclosure of any information whatsoever relating to the practices and business of IRC acquired in the course of duty, to any other person or organization without authority, except in the normal execution of duty.