Tupande Country IT Operations Lead

You will coordinate with country leadership team as a technically experienced staffer on a broad range of IT topics and will be responsible for IT Operations Projects. You will lead a team in the Kakamega and Nairobi offices in fostering in-country relationships through collaboration in technical execution of IT-related activities aligning the ITO mandate to the country program’s vision. You will contribute to department-wide improvements through engagement and collaboration with IT Operations and IT Engineering teams.

Responsibilities

Technical Leadership and Execution

• Own the physical execution of IT support including the IT endpoint life cycle, network management, inventory data management, IT endpoint performance testing.
• Foster adherence and refine Country IT Operations processes and guidelines.
• Provide technical and strategic decisions that are well-thought out, inclusive, and correct.
• Identify automation opportunities and greater efficiency, serving an increasing number of users with staffing.

Project Management

• Fully own medium-complexity projects, often spanning multiple countries.
• Deliver high-quality IT projects.
• Independently define project scope, milestones, and timelines.
• Ensure team-wide compliance with standard PMP practices.

Relationship and Stakeholder Management

Country Relationships

• You are to maintain a comprehensive view of technologies within countries: devices in use, in-country users, and active solutions.
• You will build a country dashboard with cost, uptime, and project health metrics.
• You will work with existing analysis and partner with country teams.

Technology Relationships

• You will partner with delivery teams to close projects and transition from development to operations (UAT, rollout, Service Desk, and Project Managers).
• You will flag areas of improvement via on-the-ground (Gemba) experience across the department.

People Management

• You will manage between 3 to 5 reports.
• You will lead weekly check-ins, support task prioritization, and mentor team members.

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• 2+ years of experience in people management experience.
• Technical understanding of IT inventory management systems and tools.
• 1+ years of proven project management experience.
• Familiarity with Windows and Android OS, JIRA, Mobile Device Management (MDM) tools, and the Microsoft Development Toolkit (MDT).
• Familiarity with IT asset management policy creation, implementation, and adherence.
• Experience communicating and managing partners.
• Familiarity in ITIL Service Delivery and PMP practices