ABOUT CONSERVATION INTERNATIONAL
For more than 25 years, Conservation International has been protecting nature for the benefit of everyone on Earth. But we’re not a run-of-the-mill environmental organization. We’re more like a human organization. We know that human beings are totally dependent on nature — and that when we work to save nature, we’re really working to save ourselves. CI is 900 people in 30+ countries helping to build a healthier, more prosperous and more productive planet, for you and for everyone. Our ultimate goal is to protect the most fundamental things that nature provides to all of us: our food, our fresh water, our livelihoods and a stable climate. Conservation International works at every level, from remote villages to the offices of presidents and CEOs, to find these solutions. Our work is moving entire societies toward a healthier, more sustainable development path — so that we don’t use up today what we’re going to need tomorrow.

POSITION SUMMARY
The Sr. Manager of IT Service Management is responsible for the IT infrastructure and information systems for the Africa and Madagascar region. He/she will work with the Country IT technicians within the region to develop sustainable support structure addressing the support needs of the users in the country and program offices. The Sr. Manager of ITSM also works in conjunction with the other Sr. IT Service Managers to ensure that global “follow the sun” technical support and network operations coverage are maintained. The individual will also address escalated problem resolution when necessary.

RESPONSIBILITIES:
Manage the core activities of the support services within the region and work with other Sr. Managers to leverage the service operational strategy as determined by the Global IT management for our field offices.
Work with the Level 1 country based technicians in the region to develop a support process to address and enhance IT needs for the users.
Supervise and work with the Regional IT Coordinator to develop a professional growth and development through establishing a foundation for capacity building and creating a knowledge base initiative to improve their technical skills.
Develop, train and mentor other IT team personnel within the region on issues as customer service, communication and technical skills to enhance support services delivery.
Participate in the IT division’s strategic planning process from a Regional and Field perspective
Engage with the Infrastructure team in research and technology required for implementation and improvements of the Field IT systems and help to design a performance monitoring system for system availability.
· Coordinate network deployments and maintenance visits on IT projects in other CI international offices
Work with the Sr. Director of IT Security on any IT security related activities in the regions
Implement system changes and upgrades on network systems as needed through IT change management process
Document IT configuration and system changes
Other duties as assigned by supervisor

WORKING CONDITIONS
This position is based in Nairobi, Kenya
Minimal hazards: atmosphere and environment associated with office setting
Occasional pressure due to multiple calls, inquiries and deadlines
Subject to varying and unpredictable situations
Subject to electrical and radiant energy hazards
May be exposed to a variety of Electro-mechanical hazards
Travel will be required for maintenance visits, training and workshops
Overtime and evening or weekend work may be required
Occasional prolonged standing/walking
Dexterity and mobility for considerable reaching, stooping, bending, kneeling, crouching
Lifts supplies/equipment Heavy physical effort (lift/carry up to 50 lbs.)
Occasional climbing

QUALIFICATIONS:
Required:
A Bachelor’s level degree in Information Technology, or other relevant field
At least 4-5 years of experience in the IT field, including management of a team; effective support of remote users; ability to define and implement changes in business processes
Experience with Windows networks and a strong fundamental understanding of network operations and Internet protocols and connectivity
Excellent oral and written communication skills in English
Ability to translate technical information to non-technical audiences
Self-motivated with demonstrated initiative and follow-through and capacity to think creatively and strategically
Strong vendor and consultant management skills and experience
Strong organizational skills and experience with project management
Experience working in an international context

Preferred
Additional certifications in Infrastructure design and support or similar field strongly preferred
Other languages, especially French a plus
Knowledge of Cisco networking technologies
ITIL knowledge or experience
Office 365 experience

TO APPLY
Please visit Conservation International’s Careers page and apply directly through our online job application form for this position.

Conservation International is an Affirmative Action/ Equal Opportunity Employer of minorities, females, protected veterans, and individuals with disabilities. It is the policy of CI to afford equal employment opportunity to all employees and applicants for employment. If you would like more information on your rights, please click the following link to “EEO is the Law.” CI offers reasonable accommodation in the employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time. If you require an application accommodation due to a disability, please e-mail your request toapplyhelp@conservation.organd include “accommodation” in the subject line.