IT Manager

Lviv

Organization: IRC - International Rescue Committee
Location: Lviv
Grade: Mid level - Mid level
Occupational Groups:
- Information Technology and Computer Science
- Managerial positions
Closing Date: Closed

More than 3.6 million people have fled across borders to seek safety in the 1st month since the escalation of conflict in Ukraine on February 24, 2022, and over 6.5 million Ukrainians are reported to be displaced. As the vast majority of the displaced are women, girls, and boys, this could become the worst humanitarian crisis Europe has seen in decades.

Between February 7-23, 2022, an IRC team undertook a scoping mission covering Poland and Ukraine to better understand the context, humanitarian and civil society landscape, and anticipated service gaps in the event of an escalation of conflict in Ukraine and consequent displacement into neighboring Poland. As of February 24th, the IRC has pivoted to an emergency response, and have identified partner agencies in Ukraine and Poland to facilitate immediate assistance that can be used where it is the most needed. Simultaneously, the IRC is establishing operations across Ukraine and Poland to complement partner response services either in breadth or scale.

This post will contribute to the goals of the IRC by supporting the organization’s IT systems and providing high quality customer service to our staff located across Ukraine and in neighboring countries.

This role will be a Roving role across Lviv, Vinnytsia, Rzesow and other bases.

Job Overview/Summary

The IT Manager will be primarily responsible for supporting staff in their use of IT systems and facilitating the installation and configuration of IT infrastructure, staff training and operations of IT activities in the IRC offices and other field locations in Ukraine and neighbouring countries. The post holder will work closely with the Operations Team in Ukraine and Poland, alongside other IT staff in Europe and the Regional IT Director for Europe, the Middle East & North Africa.

Reports to: DDO Ukraine Country Programme with technical reference to the Regional IT Director for Europe, the Middle East & North Africa

Major Responsibilities

• Manage onboarding and offboarding of all staff supporting the Ukraine Emergency Response and country programme including:

o Manage user licencing

o Conduct Unified Endpoint Management upgrades

o Enrol all users in Mobile Device Management

o Manage compliance by all staff with the cross border SOP (ensure that devices are as clean as possible of any legacy data before transiting the border

Maintenance, Repair & Security:

• Perform preventative maintenance on all IRC computers and network resources.

• Develop and review backup\disaster recovery plans for the Ukraine Country Programme

• Diagnosis and resolution of routine hardware and software issues.

• Support core IRC applications such as Office 365, Teams and Box and provide 1st line support for finance and bespoke, in-house applications.

• Update appropriate network security and data loss prevention procedures to safeguard system from physical harm, viruses, unauthorized users and damage to data.

• Maintain IRC computer software/hardware inventory ensuring accuracy.

• Create and maintain network documentation to include IP address, system access, email creation system, upgrades and changes to original network, etc.

• Closely collaborate with International and HQ IT team on helpdesk, connectivity and other in country and global IRC IT projects.

• Create, implement and manage backup solutions for office/individual users and provide the necessary training on the use of these back-up solutions.

• Investigate local Internet connectivity options to obtain adequate bandwidth for Intranet and application connectivity.

Project activity

• Management or provision of support to IT projects as needed, either country, regional or global.

• This position falls within Management in Partnership – there is dual reporting to the Deputy Director of Operations in country and the Regional IT Director.

Installation & Configuration of:

• Laptops, printers and peripherals.

• Management of software installation either manually or using remote deployment tools.

• Local Area Network, wireless network, essential network services peer-to-peer or client server architecture, as appropriate. (2)

• Support the rollout of an ERP platform (Microsoft Dynamics).

Training, Evaluation, & Testing:

• Develop and implement user and support staff training, including training on basic care and maintenance of computers and equipment for users.

• Test and evaluate new technology.

• Prepare and submit reports that provide sufficient detail for HQ to understand the country office’s computer environment, needs, IT staff availability and skill levels and future plans.

IT Asset Management

• Perform annual IT Audit as requested.

• Create and maintain network documentation to include but not limited to IP address, system access, email creation system, upgrades and changes to original network, etc.

• Maintain an updated IT Asset Registry, including software & licenses\Identify/Monitor needed MSA/MPA for the IT related equipment

Policies & Protocols:

• Develop appropriate protocols for regular maintenance of all IRC computer related equipment.

• Identify through tender process, as per standard IRC policies and procedures, local supply chain for IRC IT requirements.

• Develop and monitor IT related tasks through the development of Checklist and scheduled tasks, including contributing towards IT security, physical security & safety policies & SOPs in use across the Ukraine Operations team.

Job Requirements

• Proven track record of delivering excellent customer service.

• Experience of working independently and in a cross-functional team to deliver IT services.

• Excellent communication and interpersonal skills required.

• College Degree in Computer Science or equivalent technical work experience.

• MCP, CCNA courses desired, MCSE or equivalent experience is required.

• At least five years of experience in IT profession

• Experience installing, configuring and managing both wired and wireless LAN, and firewalls.

• Computer imaging skills required.

• Strong written and interpersonal skills.

• Able to work independently within a team environment

Languages Requirements: Fluency in Ukrainian and English.

Desirable

• Experience of Microsoft Dynamics or similar ERP platform

• Experience providing IT support for financial systems.

• Advanced knowledge of Excel macros and formulas

• Experience and knowledge of RPA (Robotic Process Automation)

Professional standards: The IRC and IRC workers must adhere to the values and principles outlined in the IRC Way - Standards for Professional Conduct. These are Integrity, Service, Equality and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation

#LI-GR2

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