Director, IT Support Lead - Africa

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POSITION SUMMARY - This position is based in Nairobi, Kenya

The Director, IT Support Lead - Africa, works with regional IT staff to create a sustainable support system for the Africa FMU. They ensure regional technical support and network operations are maintained, address escalated issues, and supervise Regional IT Support techs, providing resources and capacity for their functions. Responsibilities include developing staffing plans that meet organizational needs, designing services that improve efficiencies, analyzing performance metrics to identify areas for improvement, mentoring team members to develop their skills, and facilitating professional development opportunities.
 

The role liaises closely with the Global IT Support Lead Team to assess new CI office needs, including evaluating budgets to ensure financial resources align with technological requirements. They identify and implement technological improvements that enhance operational effectiveness, and coordinate IT aspects of office moves or closures to minimize disruptions. The primary goal is to ensure IT systems' security, availability, integrity, and functionality regionally, which involves continuous monitoring and proactive measures.

The role holder also advises regional leaders and SDOs on technology strategy, planning, and budget needs, helping them to understand how best to allocate resources for maximum impact. They support system upgrades and deployments, ensuring these are performed smoothly and efficiently. Additionally, they ensure compliance with CI IT standards by conducting regular audits and reviews, guaranteeing that all processes adhere to established guidelines and policies

RESPONSIBILITIES

Key Responsibilities

• Work with the team on any IT security-related activities in the region and coordinate with the infrastructure team to develop processes and procedures to mitigate the impact of potential risks to the global network.
• Work with the Infrastructure team to install, maintain, and troubleshoot all critical system components of the CI Global Network infrastructure, including routers, firewalls, switches, and servers located in CI’s international offices.
• Coordinate network deployments and maintenance visits to implement IT projects in the CI Africa offices and implement upgrades on systems as needed.
• Assist with the resolution of IT Risk Audit findings in the region expeditiously.
• Manage system changes through the IT Change Management process with appropriate support staff, to ensure uninterrupted network services.
• Work with the IT team to devise a strategy to determine the requirements for field office deployments and implementations based on budget and operational requirements.
• Manage the core activities of the Support services within the region and work with other Regional IT Support Leads outside Africa to implement the operational strategy as determined by the Global IT management team to our field offices and to ensure proper delivery of IT Services.
• Work with IT peers in other regions on account management in terms of assigning permissions, password resets, and to ensure other resource access levels are functioning efficiently and continuously from onboarding through account terminations.
• Assist in the establishment and enforcement of CI’s Standard Policies and Procedures while maintaining a conduit between CI HQ and the FMUs on feedback and improving CI’s IT-related policies and standards.
• Work with the Level 1 country-based technicians in the region to develop a support process to address and enhance IT responsiveness for the users and with the support of the Regional IT coordinator, develop a workflow process to ensure that user requests are properly documented in the ticketing system and responded to and resolved in a timely manner.
• Work with the IT management team to monitor and evaluate new technologies to determine usefulness and compatibility with existing environments.
• Engage with the Infrastructure team in research and technology required for implementation and improvements of the Field IT systems, and help to design a performance monitoring system for visibility into system availability.
• Work with the Global Support Lead and the IT Solution Team Lead as a liaison regarding programmatic and communications of IT-related issues in the Africa region.
• Participate in the IT Division’s Strategic planning process from a Regional and Field perspective.
• Engage in the coordination of IT support operations for optimal CI participation at international conferences.

Additional Responsibilities

• Manage people under their supervision, directly or indirectly.
• Ability to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

People and Resource Management Responsibilities 

• Responsible for managing staff and may direct the work of vendors or interns. Authority to allocate resources.
• Develop, train, and mentor other IT team personnel within the region on issues such as customer service, communication, and technical skills to enhance the delivery of support services.
• Supervise and work with the Regional IT Coordinators to develop a professional growth and development path by establishing a foundation for capacity building and creating a knowledge base initiative to improve their technical skills.

WORKING CONDITIONS

• On-site 5 days/week if needed.
• Occasional trips to the interior of the country and abroad.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• This position follows a hybrid work structure, working some days from the office and some days remotely. Guidance will be shared during the interview process.
• Travel may be required for training, workshops, and seminars.
• Overtime and evening or weekend work may be required.
• Physical demands and occasional prolonged standing/walking.

QUALIFICATIONS

Required

• A Bachelor’s level degree in Information Technology, or another relevant field. 
• 7 or more years of experience in the IT field, including management of a team; effective support of remote users; ability to define and implement changes in business processes; and excellent communication skills.
• 2 or more years of supervisory experience.
• Experience with Windows networks and a strong fundamental understanding of network operations and Internet protocols, and connectivity.
• Professional experience in areas such as IT operations, Cloud computing, and business process management. Experience in designing, developing, and implementing information systems.
• Experience working in an international context.
• Self-motivated with demonstrated initiative and follow-through, and the capacity to think creatively and strategically.
• Demonstrated ability to remain focused and perform well in a fast-paced environment with changing and competing priorities. 
• Ability to translate technical information to non-technical audiences.
• Strong vendor and consultant management skills and experience.
• Knowledge in project management.
• Strong organizational skills.
• Strong interpersonal skills and the ability to work with a globally diverse team.
• Flexibility to travel to global locations upon request.
• Eligibility to work in Kenya.

Preferred

• Additional certifications in customer support or similar fields are strongly preferred.
• Excellent oral and written communication skills in English; French, Portuguese, and other languages are a plus.

To apply for this position please submit a resume and cover letter.

Application Deadline: July 14, 2025  (11:49 PM EST)

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