Iraq: IT Manager - Erbil / Iraq - National

Position Overview

The Information Technology department supports the organization’s work by providing reliable and scalable application development and infrastructure for the IRC’s offices in the US and around the world, including many technologically challenging locations. The IT Manager will report to the DDO and will be primarily responsible with assisting and facilitating the installation and configuration of IT infrastructure/systems, staff training and operations of IT activities in IRC Iraq CP. The IT Manager will lead the IT team in Iraq offices and will work closely with the Supply Chain Coordinator, DDO, Regional ICT Coordinator and all program sectors to ensure proper ICT functioning and support.

Major Responsibilities:

IT Support - Provide Level 1 and Level 2 Support:

· Work with end-users and IT colleagues (or Service Desk) on resolving Level 1 issues.

· Resolve or escalate Level 2 and Level 3 issues to appropriate internal or external resource (regional/global IT, management, vendor) as necessary.

· Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them.

Installation & Configuration of:

· Servers, Windows Server operating system, Domain and essential network services.

· Desktop/laptop hardware and software, and peripherals.

· IRC standard system image, Windows 7/10 operating system, Microsoft office & Outlook

· Local Area Network, wireless network, Layer 7 devices, Firewalls, network storage, essential network services peer-to-peer or client server architecture, as appropriate.

· Plan/Implement/Manage IT infrastructure/systems standards across all CP offices.

Maintenance, Repair & Security:

· Perform preventative maintenance on all IRC computers and network resources.

· Develop appropriate protocols for regular maintenance of all IRC laptops, desktop computer photocopiers, printers, and other IT communication related equipment.

· Implement and manage backup solutions for office/individual users as per IRC IT recommendations and provide the necessary training on the use of these back-up solutions.

· Update appropriate network security and data loss prevention procedures to safeguard system from physical harm, viruses, unauthorized users and damage to data.

· Create and maintain network documentation to include but not limited to IP address, system access, upgrades and changes to original network, etc.

· Closely collaborate with Regional and HQ IT teams on helpdesk, connectivity and other in country and global IRC IT projects.

· Investigate local Internet connectivity options to connect CP offices thru VPNs and obtain adequate bandwidth for Intranet and application connectivity.

· Any other IT related tasks assigned by the supervisor or Regional/HQ IT teams to accomplish the overall organizational goals.

Training, Evaluation, & Testing:

· Develop and implement user and support local staff training, including training on basic care and maintenance of computers and equipment for users.

· Test and evaluate new technology as required by Regional and HQ IT.

· Prepare and submit regular reports that provide sufficient detail for HQ to understand the country office’s computer environment, needs, IT staff availability and skill levels and future plans.

IT Asset Management, IT Budget:

· Perform annual IT Audit for Iraq offices as directed by Regional/Global IT or Iraq CP.

· Create and maintain IRC computer software/hardware inventory ensuring accuracy.

· Maintain an updated IT Asset Registry, including software & licenses.

· Identify through tender process, as per standard IRC policies and procedures, local supply chain for IRC IT requirements

· 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

IT Staff supervision and development:

• Provide technical supervision for IT Staff in field offices by on-the-job training and coaching to promote harmonized program approaches and strategies.

· Coordinate and delegate IT tasks and activities between IT team members in Iraq CP as required.

· Assist direct supervisors of the IT staff in identifying professional development needs and opportunities.

· Building IT team capacity in Iraq CP by providing the needed IT technical training & assistance.

· Ensure that performance objectives for IT staff (direct & indirect reports) are regularly reviewed and met.

Personal Characteristics:

• Strong sense of personal integrity.
• Attention to detail.
• Strong supervisory and follow-up skills.
• Ability to multi-task.
• Team spirit and problem solving abilities.
• High sense of urgency

Key Working Relationships:

· Position Reports to: Deputy Director of Operations**
Position directly supervises: **IT Assistant

· Position technically supervises: Six IT staff in field offices

· Indirect Reporting: Regional ICT Coordinator

· Other Internal and/or external contacts:
*Internal: All departments and users External: IT equipment and supplies vendors, internet service providers*

Professional Standards

The IRC and IRC workers must adhere to the values and principles outlined in the IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

Job Requirements:

· College Degree in Computer Science or equivalent technical work experience.

· CCNA course desired, MCSE or equivalent experience is required.

· At least five years of experience in IT profession

· Experience installing, configuring and managing both wired and wireless LAN, and firewalls.

· Experience in managing small/medium IT projects and office moves.

· Excellent communication and interpersonal skills required.

· Customer/Client service experience

· Prioritization and time management skills.

Work Environment:

The position will work in the Erbil Office and is expected to be on-site.

Language Skills: Fluency in Arabic is required. Fluency in English (written and spoken) is required.

https://rescue.csod.com/ats/careersite/jobdetails.aspx?site=1&c=rescue&id=2217