KRA Chief Manager – ICT Service Management Jobs in Kenya
KRA Chief Manager – ICT Service Management Jobs in KenyaJob 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
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
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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