SHOFCO IT Operations Manager

Shining Hope for Communities (SHOFCO)

Job Title: IT Operations Manager

Grade: 4

Section: Business Services

Department: Information Technology

Location / Work station: Kibera / Mathare

Working Hours: Monday – Friday | 8.00 AM – 5.00PM

Reporting Relationships

Reports to: IT Director

Direct reports: Systems Administrators

Job Purpose: To be responsible for the efficient, consistent running of SHOFCO’s IT Systems.

This includes planning, directing, and coordinating activities needed to provide hardware, software and network support for onsite and remote users of SHOFCO services.

To be responsible for managing the IT estate smoothly, for measuring performance and availability, running efficient and fast IT support processes and reporting on progress.

This person will manage budgets and capacity to deal with growing IT requirements of SHOFCO.

The person needs to naturally take responsibility and be rigid in their pursuit of best practice processes.

They should also be data driven and put in place the right metrics to measure and improve on service levels.

Key Responsibilities / Duties / Tasks

  • Direct daily IT operations, being the escalation point for IT issue resolutions.
  • Understand everyday priorities of department heads to allow for prioritisation of IT response.
  • Run a team responsible for providing users with technical support for computer problems.
  • Run a team responsible for producing user guides and support guides for SHOFCO’s IT systems.
  • Ensure that data security and control steps are taken to insure data control, data safety and disaster recovery.
  • Build an IT support team by helping to recruit, hire, train and supervise IT staff.
  • Work with the IT Director to evaluate the organization’s technology use and needs and recommend improvements, such as hardware and software upgrades.
  • Stay current on trends and changes within the IT management field.
  • Prepare and review operational reports with the right metrics to drive up service availability and performance.
  • Implement best practice processes for IT support, issue resolution and change management.
  • Perform quality assurance on project plans to ensure solutions are supportable, cost effective, available and secure.
  • Responsible for recording and tracking IT budgets and inventories.
  • Owns relationships, manages vendors and support contracts
  • Develops user training communications, material and procedures for their team.
  • Provide day to day direction to and supervision of support technicians helping each support technician to grow in their capacity and value SHOFCO.

Job Competencies (Knowledge, Experience and Attributes / Skills).

Academic Qualifications

  • Bachelor’s Degree in Information Technology or any other related field

Professional Qualifications

  • Qualification in Information Technology or any other related field
  • ITIL Desired

Other requirements (unique/job specific)

  • At least 6 years’ experience in assessing a broad range of information solutions and products
  • Experience of managing IT Operations teams

Functional Skills:

  • Making decisions
  • Taking action
  • Generating ideas
  • Exploring possibilities

Behavioural Competencies/Attributes:

  • Team working
  • Directing people
  • Seizing opportunities
  • Understanding people

How to Apply:

Interested applicants should send their applications together with a detailed CV to the HR Manager, quoting their current and expected salaries.

Applications without this information will not be considered.


Shortlisted candidates will be contacted on a rolling basis.

Applications should reach us no later than 15th December 2017.

ICT and Technology, NGO and UN
Updated: December 8, 2017 — 8:55 am