The main purpose of the job:

The IT Manager is responsible for the management of IT support services within the British Embassy in Addis Ababa. The post holder will oversee the availability and reliability of IT systems and infrastructure including but not limited to servers, workstations and laptops, printers, e-mail, Network hardware, cabling infrastructure, Uninterrupted Power Supplies, and Audio-Visual and telecommunication devices. They will also be responsible for IT Security, IT Training, Information Management, and local IT budget monitoring, and management as well as offering technical advice and guidance to all staff. The job holder will also be required to work with other IT teams based regionally and in the UK as and when required. They are required to nurture excellent relationships with EthioTelecom and other service providers to ensure the provision of reliable and sustainable services as much as possible.

The job holder reports to the Deputy Director of Corporate Services and will work closely with other members of the Corporate Services Team.

Roles and Responsibilities:

Systems Support

• Efficiently carry out day-to-day responsibility for the management of IT support services within the British Embassy.

• Hold full accountability for managing complex large-scale corporate IT projects

• Effectively oversee the availability and reliability of IT systems and infrastructure ensuring that staff receives quality services in line with the business plan for the year

• Allow flexible Cross-HMG working through IT infrastructure enhancement

• Implement, manage and maintain an IT Business Continuity Plan (BCP) by supporting the planning design and providing suitably updated and tested equipment ready for deployment in the case of the BCP being required to be executed in earnest e.g. during crises

• Liaise with UK service desks by escalating faults which cannot be resolved locally including logging, reporting and following up

• Instruct IT users to raise their own faults through ServiceNow Portal – in the event/incident is unique to them and not a wider issue

• Manage, regularly monitor and review (as required) the service level agreement (SLA) for the IT support section

• Maintain a database of uninterrupted power supply (UPS) battery details including date of installation, and next due date for exchange – applies to PC UPS’s and UPS’s attached to servers

• Ensure Post’s rolling UPS battery replacement programme is kept up to date.

Information Management role

• Provide expertise and promote best practice on a range of information management issues working in collaboration with the FCDO Information and Digital Directorate (IDD) leads

• Be in charge of Microsoft Team sites creation while ensuring ownership delegation and assigning permissions as required.

• Provide advice to staff in their departments on how to utilise technology and in particular, M365 and Cloud.-based applications.

IT Training

• Oversee and provide induction training to new users on the Embassy IT systems as required

• Identify training needs and schedule regular training on IT systems for users

• Act as training coordinator for information and knowledge management within the British Embassy in Addis Ababa

Inventory and IT Budget Management

• Ensure that an up-to-date inventory of all IT equipment is maintained

• Report on the performance of local Service maintenance contracts – SLAs

• Provide appropriate specifications (TORs) for purchases of new IT equipment, standalone systems e.g. printers and participate in the evaluation of bids as required and ensure Value for Money

• Monitor IT budget, to include accurate budgeting and forecasting

• Manage the ECHO IP Phones, Mobiles phones, and Mobile lines both data and voice usage while ensuring value for money.

IT Security

• Be responsible for the distribution of IT Security Procedures including SOPS and maintaining a SOPs register.

Line Management and Other Tasks

• Hold and lead regular meetings with staff, give regular and quality feedback on performance

• Offer coaching and mentorship during one to one meetings in areas requiring improvement

• Complete mid-year reviews and end of year appraisals for their team

• Promote good communication across the team as well as customer response

• As the team lead, effectively influence and build a team, support and manage positive change

• Build and maintain a constructive interface between the IT support section and other sections in FCDO and external service providers

• Build and maintain a working relationship with regional FCDO staff

• Participate in and share details of Post’s IT Committee meeting outcomes with Post colleagues

Locally Managed IT requiring support at a local level*  

• The IT Manager will provide support for all IT equipment purchased using local Post funds outside of the formal centrally supplied IT catalog items. This support should include:

• Install and maintain non-Firecrest/Osprey hardware/peripherals and support cabling, and switches, as required by Post

• Desk-side application support  

• Desk-side user support/training / hand-holding  

• SmartPhone configuration/ assignments  

• Non-Echo Internet connections and configurations  

• Non-Firecrest/Osprey hardware moves and changes  

• Non-Firecrest/Osprey hardware anti-virus management  

• Locally managed IT systems and laptops/Desktops/printers/scanners

• Non-Firecrest/Osprey network  

• Mobile Phones (non-FCDO)  

• Fax machines  

• Database Support  

• Crisis Equipment Management  

• Procurement of Non-Firecrest/Osprey IT equipment from the local budget  

Non-Firecrest/Osprey Video Conferencing 

• The IT Manager is also responsible for the Echo telephone network and associated hardware.

Resources managed:

2 (Two) IT Support Officers

Job Requirement

• BSc Degree or Diploma in Computer Science/Information Systems Management or related fields

• 3 or more years of relevant professional experience in IT management and IT support services

• 3 or more years of line management/team management experience

• Experience in user desktop support, in particular, Office 365 and cloud

• Experience in Microsoft Exchange/Outlook, Ms Teams

• Experience in structured cabling in particular CAT6, etc.

• Good working knowledge of networking and PC infrastructure

Language requirements: 

• Desirable qualifications, skills and experience  

• Experience in budget management and IT inventory management

Valid driving license 

Required behaviors  

Changing and Improving, Making Effective Decisions, Managing a Quality Service, Communicating and Influencing

Application deadline: 31 March 2023

Grade: Executive Officer (EO)

Type of Position: Permanent

Region: Africa

Country/Territory: Ethiopia

Location (City): Addis Ababa

Type of Post: British Embassy

Salary: USD 635.75

Start Date: 1 May 2023

Other benefits and conditions of employment  

Learning and development opportunities:

Additional information  

• Must be able to legally work in Ethiopia.

• Please complete the application form in full as the information provided is used during screening.

• Please check your application carefully before you submit, as no changes can be made once submitted.

• The British Embassy will never request any payment or fees to apply for a position.

• Employees recruited locally by the British Embassy in Addis Ababa are subject to Terms and Conditions of Service according to local employment law in Ethiopia.

• All candidates must be legally able to work and reside in the country of the vacancy with the correct visa/work permit status or demonstrate eligibility to obtain the relevant permit.

• The responsibility lies on the successful candidate to;

• Obtain the relevant permit

• Pay the fees for the permit

• Make arrangements to relocate

• Meet the costs to relocation

• Employees who are not liable to pay local income tax on their Mission salary may have their salaries reduced by the equivalent local income tax amount.

• Information about the Civil Service Success Profiles can be found on this link: https://www.gov.uk/government/publications/success-profiles  

• Please note: AA=A1, AO=A2, EO=B3, HEO=C4, SEO=C5  

• Reference checking and security clearances will be conducted on successful candidates.

• Appointable candidates who were unsuccessful may be placed on a reserve list. If during the reserve period of 6/12 months the same or a largely similar role becomes available, that role may be offered to the second or subsequent candidate.

How to Apply

Register using the following link CLICK HERE