Information Technology (IT) Manager, based in Dar es Salaam, Tanzania

FHI 360 is a global health and development organization with a rigorous, science-evidence-based approach to bring change to the world’s most vulnerable people. Our professional staff includes experts in health, nutrition, education, economic development, civil society, environment and research. FHI 360 operates from 60 offices with 4,400 staff in the U.S. and around the world. Our commitment to partnerships at every level and our multidisciplinary approach enable us to have a lasting impact on the individuals, communities and countries we serve–improving lives for millions.
We now seek qualified candidates for the following positions:
1. Information Technology (IT) Manager, based in Dar es Salaam, Tanzania
The position holder will be responsible for managing performance of services to all computer users and ensuring service levels are achieved. Also managing the IT team and providing IT support for the Tanzania office staff. The Manager will be working with the US ISS Operations team and US ISS Infrastructure team to coordinate support, project definition and delivery, upgrades and routine tasks.

Position Responsibilities:
• Responsible for ownership of all incidents or service requests entered.
• Responsible for tracking and progress of all incidents to conclusion such that they are in line with Service Level Agreements and quality standards.
• Management of critical incidents, associated communication, activities and any appropriate escalations and to provide incident analysis information to impacted stake holders.
• Build services relationship with stake holders; Conduct service reviews for key stake holders.
• Review performance reports, service improvement plans, quality assurance processes and to provide management with the performance reports to an agreed schedule.
• Manage and collaborate with third party suppliers where appropriate and ensure that vendor performance and provision of services and quality is in line with FHI 360 expectations.
• Continuously measure, monitor and work to drive down incident levels.
• Responsible for making sure that working practices and processes exist, are robust, standardized and repeatable and support the IT team’s day to day activities.
• Provide leadership and management oversight, including agreeing priorities and monitoring accomplishments and challenges within the IT team.
• Oversee development of and monitoring work plans and budgets.
• Maintain vendor relationships with key service providers that support and provide technology for the end user computing environments.
• Responsible for the optimal operation of all Tanzania devices and end user computing environments hardware, peripherals, which directly support and help manage the end user computing environment.
• Support organizational wide priorities by ensuring optimal support and timely resolution of incidents.
• Ensure integrity and availability of all technology resources through adherence to change control and configuration management processes and procedures.
• Identify and promote technical and operational “best practices.”

Position Requirements:
• MS/MA Degree in related field, with 3 - 5 years relevant experience; or BS/BA Degree with 5 - 7 years relevant experience; or Advanced Diploma and 7-11years relevant experience;
• Solid knowledge and experience with incident management & operations services tools/systems.
• Extremely strong interpersonal skills and interaction capabilities with all staff levels of the organization to resolve problem situations with tact and diplomacy.
• Must have previous experience supervising a team of technical support staff members.
• Telecommunications: PBX, VSAT, voice mail, and peripheral devices
• Server: Windows Server 2003 & 2008, Exchange 2007/2010, Active Directory, DFS
• Desktop: Windows 7, Microsoft Office Suite 2010, Adobe, Internet Explorer, Sophos AV
• Network: Cisco routers/switches, ASA 5505, Riverbed Steelheads, F5 load balancers, Ethernet, TCP/IP, DNS, and DHCP.
• Excellent organizational skills and problem-solving skills.
• Strong oral and written communications skills (technical and nontechnical).
• Must speak and write fluent English.
• Thorough understanding of Information Technology industry practices.

Application:
Interested candidates should send Application letters, Photocopies of Academic Certificates, detailed Curriculum Vitae (with three references including addresses, telephone numbers and e mail addresses) to:
Attention: Human Resources Department, FHI 360,
P.O.Box 78082 Dar es Salaam
And/or Email to tz-recruitment @ fhi360.org
Closing date of both applications is August 31, 2012. Phone calls will not be entertained.