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HEAD OF IT OPERATIONS & SUPPORT

Abidjan, Côte d'Ivoire

CDD (Sur Place)

January 23, 2023

English & French

Overview

Description

The role of the Head of IT Operations and Support is to develop and own standards, systems, policies and procedures to ensure that:

  • Muso possesses IT infrastructure and equipment to support its operations across all its sites and

  • an effective and efficient support system for hardware, software and network to enable seamless operations is in place.

Responsibilities

1. IT Management:

  • Coach, empower and build the IT team members for improved service delivery.

  • Partner with Supply Chain (Logistics) to ensure timely and value for money IT-related purchases are achieved while ensuring SLAs with service providers exists and are adhered to.

  • Manage communications and working relationships between IT and other departments within the organization as well as multiple outside IT service providers 

  • Manage the definition and deployment of all network and hardware equipment across the organisation

  • Ensure security of information technology assets, data, network access, and backup systems and supervise agreed audits to verify the security of internal and external systems 

  • Work with the relevant departments to proactively support in ensuring compliance with legal and regulatory requirements related to personal data for Muso colleagues and patients.

2. IT Operation:

  • Promote a culture of documenting and sharing of best practices using knowledge management tools 

  • Plan and budget for all IT expenditure in the organization

  • Periodically (yearly at minimum) assess IT needs and advise management on impact on program delivery

  • Develop standards for IT equipment (computers, infrastructure, printers,…) across the organization based on the needs of different user groups and ensure that these are adhered to

  • Develop and maintain policies and procedures are in place for user administration

  • Develop and maintain policies, procedures and standards for all matters related to IT

  • Ensure appropriate configuration of all IT equipment before it is handed to users

  • Ensure ICT inventory for the organization is up to date and consolidated in consultation with relevant internal stakeholders


3. IT Support:

  • Develop and implement a service desk to provide support and technical assistance to Muso staff across all locations, according to agreed SLAs

  • Pro-actively ensure ICT services are accessible and equipped with current hardware and software either through research or engagement with regional and global teams

  • Work with others in preparing IT assets disposal when appropriate and ensure hardware is stripped and data secured before disposal

  • Provide training to users on proper use of IT equipment and software


4. IT Network operations:

  • Ensure optimal functioning of Internet link and internal network in all offices

  • Network Infrastructure and technology implementation, network performance management and participate in improvement planning

  • Managing access controls for all network related services and resources.


5. Networking and collaboration:

  • Establish relationships with INGO IT clusters in Mali and Côte d'Ivoire

  • Implement mechanisms for effective collaboration between IT and other departments to ensure the needs of internal customers and our patients are met.

Required Skills and Experiences

  • Bachelor’s degree in technology or computer science, or equivalent demonstrated experience

  • 5+ years’ experience in IT management, preferably in an INGO


Technical Skills & Experience:

  • Excellent knowledge of information technology general controls, data and cyber security, computer hardware/software systems;

  • Direct experience with supporting ERP systems

  • Demonstrated experience leading and/or managing IT projects

  • Understanding and experience with managing data network and telecommunications systems

  • Understanding and experience with managing IT infrastructure including systems, personal computing, help desk, servers, and printers

  • Ability to effectively communicate technology, infrastructure and process needs and requirements with all personnel levels; oral and written communication


Management Skills & Experience:

  • Project management experience, or the demonstrated ability to coordinate multiple projects and conflicting priorities while communicating in a precise and effective manner.

  • Excellent communication and management skills;

  • Ability to work independently

  • Ability to communicate and coordinate effectively across time-zones, cultures, and languages


Core skills:

  • Ability to manage multiple projects simultaneously in a deadline-driven environment and to meet deadlines while maintaining quality of deliverables;

  • Flexibility and ability to adapt in a rapidly growing team and organization


Other Key Qualities:

  • Commitment to social justice and global health equity;

  • Fluency in French & English required;

  • Ability to travel as needed.

Preferred skills

N/A

Application

To apply, please submit a resume and cover letter to recrutement@musohealth.org with "Head of IT Operations & Support" in the subject line.


Application deadline: no later than Friday, February 10, 2023 before midnight.


Only shortlisted candidates will be contacted.

Benefits

We propose an attractive remuneration and health insurance. This position will receive paid time off in line with local regulations. This role will also receive support for professional development opportunities.


Muso is an equal opportunity employer. We believe in building a diverse community and strongly encourage all applicants with lived experience in underrepresented communities to apply.


This new position is an incredible opportunity for anyone to bring their technical skills to bear in a management and strategic leadership role that creates significant impact for patients at scale.

  • Location: Côte d'Ivoire

  • Department: Operations

  • Reports to: Chief Operating Officer

  • Languages: English & French

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