Associate Manager, IT| West and Central Africa - #33403

About Evidence Action

Evidence Action is a global nonprofit organization with an approach distinctive in international development - we exclusively scale interventions that are backed by strong evidence and can be delivered with exceptional cost-effectiveness. Since our founding in 2013, we have reached over 515 million people globally with our interventions. We deliver high impact for every dollar spent, as recognized by GiveWell, The Life You Can Save, and Charity Navigator.

We do development differently. We take a data-driven approach to identifying, scaling, and continuously improving programs which deliver immense impact, ensuring these solutions measurably improve the lives of millions. Our Deworm the World Program has helped governments in Africa and Asia deliver over 1.8 billion childhood deworming treatments, improving health, education, and incomes. Safe Water Now provides sustained safe water access to over 10 million people in Africa, preventing childhood illness and deaths.

We drive innovation: Our Accelerator builds the next generation of exceptional programs, taking an approach most similar to a venture capital model. We are ruthless in exiting programs which do not meet our criteria; those that advance deliver outsized impact for millions of people.

We are global. Across nine countries in Africa and Asia, our 700+ people are united by a tremendous passion for our mission and impact. We are strong because of our diversity of experience, geography, and background - with over 90% of our people in the countries where our impact is focused.

We have big ambitions. Over the next decade, we're setting our sights higher: We aim to reach over 600 million people globally to fulfill our vision of a world where hundreds of millions of people in the poorest places have better opportunities and their lives are measurably improved. We believe in bold and urgent action - because poverty doesn't wait, and neither should we.

We need great people. Our success to date is due to the collective work of our amazing staff. To achieve our ambitious goals, we are looking for people who share our passion for evidence, cost-effectiveness, and scale. We seek individuals who take an entrepreneurial approach, enjoy tackling hard problems, and have a bias to action and results. If our vision and approach excite you as much as it does us, we invite you to join us.

Job Purpose

Primary responsibility is to provide 1st and 2nd level technical support and problem resolution, primarily via phone or remote desktop support tools, to the organisation's employees. This position is responsible for troubleshooting issues with all organisation hardware, cloud, physical infrastructure, cyber security, and application systems within the West and Central Africa regionby promptly responding to user calls, service requests, and system alerts. Technical skills in IT, Communication skills, and a flexible approach to problem-solving are essential to this role and the varied challenges each day.

The Associate Manager, Information Technology is expected to work independently to identify, evaluate, and recommend solutions to user issues, and engage vendors and warranty repair services when necessary. The Associate Manager, Information Technology will perform system and account maintenance, creation, and deletion. The Associate Manager, Information Technology will lead on all sub-regional technical projects, with direction from the Africa regional team and the global IT team.

Duties And Responsibilities


Internet and Software Management

• Undertake technical reviews of different software available and advise the organisation and departments on the appropriate software(s)/systems to purchase or use
• Custodian of all organisation software and licences for the organisation
• Install and configure local area data communications networks which may carry data, voice, and video communications following organisation standards
• Troubleshoot any network-related issues and act as the main contact person between the organisation and the Internet service providers
• Install hardware and software following User requirements
  
  
  

Hardware management

• Develop SOPs and best practices in the care and management of assigned IT equipment e.g. user roles and responsibilities
• Troubleshooting and computer Maintenance to ensure optimal performance
• Lead in clearing staff on all IT-related fields as well as Inventory
• Provide 1st and 2nd level technical support and problem resolution for hosted applications, computers, printers, copiers, and wired and wireless network issues
  
  
  

System Administration

• Act as the main support/contact person for any box-related support among West and Central Africa region staff
• Will be the super admin for the Fresh-service inventory system and process maker
• Implement Disaster Recovery tools to ensure business continuity
• Manage and log all IT related tickets in the helpdesk ticketing system
  
  
  

IT Safety and security

• Setting up computer Security Measures on all computers in accordance with Evidence Action IT Policy
• Lead in ensuring IT security for the organisation including preventing system hacking, malware, and suspicious emails and advising how staff should handle that e.g. reporting, actions, etc. in accordance with Evidence Action IT policy and cyber security incident response plan
• Manage and administer a hosted enterprise antivirus application including first-line incident response
• Manage, create, and retire user accounts for new hires and assign user access rights to various cloud systems and directories
• Advise the organisation on the best IT systems and hardware to put in place to enhance safety and security e.g. routers, etc
  
  
  

Training

• Provide training to all staff in the country offices on systems in use by Evidence Action
• Train all staff on systems in use by Evidence Action and IT policy and procedures
• Provide end-user instruction to employees on IT Policies/Procedures, applications, and systems
  
  
  

Technical support

• Be the local subject matter expert on Windows 11/Windows 10, Microsoft Office 2021 and Google Workspace
• Responsible for providing operational support and maintaining organisational operational efficiency including occasional planned or emergency work outside regular business hours
• Maintain and support the organisation's mobile devices (smartphones and tablets)
• Offer technical support to the procurement unit on all IT-related procurement needs e.g. laptops, CCTV cameras, printers, desktops, projectors, monitors, etc
• Support the Admin team on troubleshooting biometric office access
  
  
  

Inventory Management

• Manage the inventory management system; conduct spot checks to ensure agents are updating the system adequately and promptly
• Assist in maintaining an accurate inventory of technology assets and related components for cost control and operational efficiency
• Ensure frequent and timely training of fresh service agents,
• Coordinate and maintain inventory of all ICT equipment hardware, software and ensure adequate supply and functionality in collaboration with relevant staff
  
  
  

IT audit and compliance

• Ensure adherence of the IT policy
• Responsible for the business applications IT governance
• Responsible for maintaining NIST compliance
• Responsible for conducting periodic IT audits
  
  
  

Key performance Indicators

• Ensure a sustained 90% internet uptime in all Evidence Action offices
• Reduced staff unresolved IT issues
• Sustain a 97.5% accuracy in office assets inventory including asset tagging and update of the fresh service system
• Reduced turnaround time in resolving IT-related issues among the staff
• Programs and Procurement team is receiving the appropriate technical support on IT matters are purchasing the right equipment
• Reduce the number of critical bugs reported by the staff as well as the number of suspicious websites visited by staff
• IT system is safe and free from any attack
  
  
  

Requirements

• Minimum Bachelor degree in Information and Communications Technology
• CompTIA Network+ or Cisco CCNA
• ITIL
• Experience in IT service desk management
• 3-5 years' work experience in a position with similar responsibilities
• Experience in introduction, implementation, and adoption of relevant technology and data management tools
• Experience in Network management, configurations and installations
  
  
  

Working conditions

The official working hours are 8:00am to 5:00 pm from Monday to Friday. However, this job requires a flexible person as one may work beyond official working hours including weekends.

Physical Requirements

This job is not physically demanding but good physical and mental health are key

Benefits

• Private health insurance
• Pension plan
• Paid time off
• annual leave
• Maternity and Patternity leave
• Medical leave
• Comppassionate Leave
• Flexible working conditions