Regional IT Service Manager

Job Posting Organization:
The organization is the largest nonprofit dedicated to combating poverty, disease, and inequity globally. Founded on the principle that everyone, regardless of their identity or circumstances, deserves the opportunity to lead healthy and productive lives, the organization emphasizes diversity among its employees to reflect the populations it serves. It offers a comprehensive benefits package that includes medical, dental, and vision coverage without premiums, generous paid time off, paid family leave, retirement contributions, regional holidays, and opportunities for employee engagement in various communities. The organization is committed to fostering a supportive environment for personal and professional growth.

Job Overview:
The Regional IT Service Manager plays a crucial role in managing, supporting, and optimizing all IT-related activities and resources at the assigned Foundation office or affiliate locations. This position involves overseeing local IT infrastructure, coordinating global and regional IT initiatives, and providing technical support to the local user base. The role requires a balance of technical expertise and leadership capabilities, enabling the manager to handle daily IT operations while driving significant initiatives. The Regional IT Service Manager serves as the primary IT contact for the site, ensuring that IT services align with local needs and the foundation's objectives. Reporting to the Senior Manager of Information Technology Management, this position is pivotal in representing the IT department within the region and ensuring effective communication and collaboration with various stakeholders.

Duties and Responsibilities:

• Stakeholder Engagement: Work closely with site operations and facilities managers, program heads, and other stakeholders to identify and prioritize IT needs, ensuring technology solutions support business objectives and operational efficiency. Participate in local leadership meetings to represent IT and provide updates on relevant projects and system statuses.
• End User Support Services: Provide first and second-line support for local users, addressing hardware, software, and networking issues. Manage service requests and incidents logged through the helpdesk system, ensuring timely resolution.
• Asset Management & Vendor Management: Build strong relationships with local IT vendors, negotiate contracts, monitor service levels, and address performance issues. Manage IT hardware and accessories, ensuring compliance with budgets and procurement policies.
• IT Projects & Initiatives: Collaborate with global project managers to oversee the implementation of IT projects, from requirements gathering to execution and post-implementation reviews.
• IT Operations & Maintenance: Ensure optimal performance and security" style="border-bottom: 1px dotted #007bff !important;">security of the site's IT infrastructure, conducting regular audits and performance evaluations. Monitor system logs and performance metrics to proactively address emerging issues.
• Compliance & Security: Conduct regular reviews and audits of IT practices to ensure consistency with foundation policies and regulatory requirements. Monitor security incidents and manage local IT security measures in alignment with global policies.

Required Qualifications:

• Minimum 5–7 years of progressive experience in IT service delivery, support, or infrastructure roles, including at least 2 years in a regional or multi-site capacity.
• Demonstrated experience in managing end-user support issues across diverse geographies and working with global support structures.
• Solid experience with IT asset management tools, including physical verification and lifecycle tracking.
• Hands-on experience coordinating and maintaining local infrastructure components.
• Previous involvement in IT project planning and delivery, including vendor evaluation and user adoption strategies.
• Comfortable navigating regional business regulations and customs.

Educational Background:
A bachelor's degree in Information Technology, Computer Science, or a related field is typically required. Relevant certifications such as ITIL Foundation, CompTIA A+, Network+, Security+, and Microsoft Certified: Modern Desktop Administrator Associate are strongly preferred.

Experience:
Candidates should have a minimum of 5–7 years of experience in IT service delivery, support, or infrastructure roles, with at least 2 years in a regional or multi-site capacity. Experience in managing end-user support issues and familiarity with IT asset management tools is essential.

Languages:
Proficiency in English is mandatory. Knowledge of additional languages may be beneficial but is not required.

Additional Notes:
This position may require travel 25-30% of the time. Candidates must be legally eligible to work in Kenya without visa sponsorship. The hiring process will include a background check, and accommodations are available for applicants with disabilities. The organization is committed to diversity, equity, and inclusion in its hiring practices.