KRA Chief Manager – ICT Service Management Jobs in Kenya

KRA Chief Manager – ICT Service Management Jobs in Kenya


Job Summary

  • The Chief Manager, Service Management as the head of IT Service Management Section of ICT Division, is responsible for the following functions:

  • Overall management of the 1st level support (ICT Service / Help Desk) and 2nd second level support and problem management for end users in all KRA stations;

  • Responsible for end user devices, productivity tools, inventory and support

  • Focal point for all end user computing needs

    Key Responsibilities

  • Strategies and procedures necessary to effectively support the Authority’s corporate objectives with respect to end user compute requirements and productivity tools

  • Responsible for strategic planning, design and deployment of end user computing tools and equipment across all KRA Offices

  • Conducts research on the level of usage, means of increasing usage on productivity tools, advises management on suitable inexpensive tools for use in the Authority

  • Performs cost-benefit and return on investment analysis on productivity tools investments and advises management on suitable solutions

  • Assesses, approves, and administers all equipment, hardware, and software upgrades

  • Ensures implementation of IT best practices and KPIs for user support

  • Negotiates with service providers on favourable pricing to ensure maximum return on investments

  • Implements cost reduction strategies including leasing options as well as implementation of shared services

  • Ensure efficient ICT support to business operations in the outstations, in close liaison with other ICT Sections

  • Documents and maintains end user compute assets inventory and supporting documentation

  • Develops operational budgets for Service Management Section

  • Advices DC ICT on technical aspects pertaining to optimal utilisation of resources, cost reduction strategies and better service delivery on end user ICT services

  • Manages day-to-day operations of the IT Infrastructure Section to ensure effective technical support, target setting and performance management.

    Academic and Professional Qualifications

  • Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field.

  • Masters degree in Computer Science, Business Administration, Information Systems or related Postgraduate degree will be an added advantage.

    The following certifications will be an added advantage:

  • Cisco Certified Network Professional
    / Associate
    Microsoft certifications; Certified Systems Engineer (MCSE), Microsoft Certified Solution Associate (MCSA), Microsoft Certified Solution Developer (MSSD)

  • Red Hat/Unix/Linux Certified Systems Administrator

    Relevant Work Experience Required

  • The post holder should have at least 7 years progressive experience in the IT environment, with at least 3 year’s experience at managerial level in large organisation

  • Good understanding leasing frameworks and pricing strategies

  • Excellent knowledge in Active Directory, Group Policies, centralised services for printing, document sharing and controls, implementation and administration of VDI

  • Hands-on experience and troubleshooting and problem solving on end user tools, networks and other services accessible through the corporate network

  • Knowledge in protecting user data and information in line with applicable local laws/regulations including known external data privacy practices

  • Experience in supporting IP telephony systems will be added advantage.

  • Conversant with programming Microsoft based programming and macros

  • Knowledge in budgeting and cost management

    Skills Required

    The Job holder must:

  • Be performance driven

  • Demonstrate capacity in handling demanding leadership and management roles

  • Honest and of high integrity

  • Be resilient, focused, results oriented and a team player

  • Good understanding of the KRA’s goals and objectives.

  • Have strong analytical and problem solving skills

  • Have ability to pay attention to details and work under minimum supervision and for long hours

  • Strong interpersonal, written and oral communication skills.

  • Strong abilities to conduct research affecting business and propose suitable solutions/products

  • Ability to prioritize and proactively execute tasks under high-pressure environment and make sound decisions in emergency situations.

  • Have good negotiation skills.

    How to Apply

  • For more information and job application details, see; KRA Chief Manager – ICT Service Management Jobs in Kenya


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