Main purpose of the job:

The Head of Office Services Team (OST)/ IT Manager will provide leadership and oversight of the Office Services Team (OST),  within The Corporate Services Team (CST) at The British High Commission (BHC) in Kampala. They will report to the Head of Corporate Services and manage a team of two staff – the BHC receptionist and the IT Support Officer (ITSO). They will be responsible for the delivery of all IT and reception services to a range of UK Government Departments at the Mission, as well as the provision of other office services such as the management of telephones, diplomatic bags and stationery.  They will be responsible for ensuring that service delivery meets agreed service standards. They will also provide sound technical direction and advice, working closely with the ITSO and Regional Technical Support Services hub (Pretoria) in order to deliver and maintain IT service provision at Post.

Roles and responsibilities:

IT and Communications:

• As a visible and accessible member of the Corporate Services Team you will oversee the effective delivery of all IT services at Post and ensure downtime for all users is minimised during standard working hours.
• Ensure all IT security protocols are strictly adhered to e.g. the physical integrity of data through planned back up and recovery procedures, enforcing IT security procedures e.g. Standard Operating Procedures.
• Develop and oversee a preventive maintenance schedule for all IT equipment. Ensure that maintenance contracts are in place and managed effectively.
• Respond to users support requests and refer users professionally and proactively to self help measures where your intervention is not necessary.
• Plan, lead and embed IT change in the Mission and ensure we are making the most of new ways of working and effectively promote a culture of self help first.
• Maintain and keep up to date an IT inventory for all hardware and licensed software.
• Work with the ITSO to ensure that all systems support is up to date e.g. the establishment and administration of user accounts, effective management of shared mailboxes and distribution lists, management of the shared area and records management etc.
• Act as the main point of contact for the Regional Technical Support Services Hub (RTSS) and Helpdesks on all aspects of IT, including the roll out of new equipment and systems upgrades.
• Act as secretariat for regular meetings of the Post IT Committee to ensure that customer requirements are met and any problems resolved.
• Ensure that all staff are aware of IT guidance and procedures through regular communications and ensure that all IT assets (including standalones, blackberries and laptops) are being operated within the guidance.
• Devise an IT business continuity plan (including the recovery of data) and ensure that the back up location and other crisis management kit is regularly checked and maintained.
• Prepare and oversee the IT budget, ensuring that we achieve value for money and operate within budgetary constraints. Provide appropriate specifications for the purchase of new Information Systems equipment and participate in the evaluation of IT bids, ensuring value for money.
• Manage the office phone, mobile phone and satellite systems to ensure that kit is well maintained, customer needs are anticipated and value for money is sought.
• Ensure that staff are clear on policies related to use of official phones through regular communication.
• Identify stationery requirements for the office, source contractors which represent good value for money and maintain effective working with the Stores Manager

Team Leadership and management:

• Provide strong leadership and motivation to the IT Support Officer (ITSO).
• Provide day to day guidance and supervision of the IT Support Officer (ITSO).
• Support the Head of the Corporate Services Team (CST) to prepare any management information/ data required for corporate returns
• Responsibility for the planning and delivery of the IT support Officer and ensure that they deliver on time and to agreed service standards.
• Maintain a constructive interface between the IT Support function, users, stakeholders and contractors.

Resources managed: 

Staff: One member of staff –  ITSO – AO grade

Expenditure: £30,000

• Minimum Bachelors/First degree or equivalent in an Information Technology/Information Systems related field.
• Minimum of 5 years relevant professional experience in information systems and a helpdesk environment.
• Experience in maintaining and managing electronic information and record management systems.
• Strong planning and organisational skills, and a good track record in stakeholder management and excellent communication skills.
• Experience of IT change processes and implementing new systems
• Experience of Firewalls, VPNs and Satellite Communications.
• Good working knowledge of networking and PC infrastructure.
• Very good knowledge of Microsoft Office program, including macros  and Visual Basic for Applications  (VBA) programming.

Language requirements: 

Language: English

Level of language required: Proficient