• The ICT Coordinator is responsible for managing and organizing all aspects of ICT systems and services within the Nairobi Regional Delegation. This role involves leading ICT activities and services for medium-scale operations, ensuring alignment with the Global ICT Strategy.

Accountabilities & Functional responsibilities

• Oversee the maintenance and administration of all ICT equipment, including servers, networks, and workstations and ensure systems are up-to-date, secure, and functioning optimally;
• Ensures that ICT systems requested by the delegation management are in place in terms of innovative solutions and daily use, while guaranteeing uninterrupted service and integration with the overall information systems;
• Provide second and third-level workplace support for all ICT-related issues to staff and manage or coordinate the helpdesk operations, ensuring timely resolution of tickets;
• Work closely with the regional ICT Coordinator and assisting in the planning, execution, and monitoring of IT projects, which could range from software implementations to network upgrades; 
• Implement and enforce security protocols to protect data and systems from unauthorized access or cyber threats and ensure compliance with data protection and internal ICT policies;
• Ensures that policies, rules, and procedures are in place, adapted to the local context and operational needs, and followed by users;
• Monitor network performance and engage in regular system checks and troubleshoot network problems;
• Conduct or organize training sessions for staff on new systems, application, or ICT best practices and promote awareness of ICT cybersecurity and handling of information classification;
• Make sure ICT security guidelines match operational security regulations;
• Maintain accurate documentation of ICT infrastructure, processes, and procedures and update technical manuals and user guides as needed;
• Participate in planning and testing of disaster recovery and business continuity plans and ensure backup systems are in place and regularly tested;
• Assist in budget planning for ICT expenditure and manage allocated resources efficiently;
• Contribute to the development of long-term IT strategies and stay informed on emerging technologies that could benefit the organization;
• Act as a liaison between ICT and other departments to understand and address their technological needs and communicate ICT policies, changes, or issues to staff effectively;
• Ensure that the inventory is accurate, exhaustive, and reliable, and the ICT stocks (spare parts, ICT consumable and equipment) are adequately managed;
• Ensure that the staff members reach the appropriate level of knowledge, by designing and organizing relevant training plans;
• Liaise with service providers and vendors for procurement, support, and service agreements and manage relationships to ensure cost-effective solutions and service quality;
• Ensure strict control of quality for the purchased ICT goods/services.

Certifications / Education required

• Post-graduate Degree in telecommunication, electronics, computer science or related field;  
• ICT management certification (ITIL);
• Certification in project management an asset;
• Certificate in Microsoft Certified Solutions Associate.

Professional Experience required

• 9 -12 years overall professional experience including 4 years' troubleshooting experience in an area of the ICT service catalogue (e.g., workplace services, telecommunications, IT, help desk, etc.);
• 3 - 4 years’ experience in ICT management and engineering.