The British Embassy in Rabat invites applications for the position of IT Manager, job grade Executive Officer (EO).

The IT Manager is responsible for the management of IT support services within the Morocco Network, covering the British Embassy in Rabat, the Consulate General in Casablanca, and the Honorary Consulate in Marrakech. The jobholder will manage the availability and reliability of IT systems and infrastructure, including, but not limited to servers, workstations, printers, network hardware, cabling infrastructure, and audio-visual and telecommunication devices. They will also be responsible for IT security, information management, IT training, and budget management, ensuring good value for money, and that equipment is purchased to meet users’ needs. The jobholder will also be required to work with IT teams and build and maintain relationships with service providers to lead on the provision of reliable and sustainable services for the Morocco Network. The IT Manager reports to the Head of Corporate Services (HCS) and will work closely with other members of the wider team.

The ideal candidate will be a confident IT manager, with excellent problem-solving mindset and customer service skills, who can work independently, multitask effectively, and meet tight deadlines. 

Duties and responsibilities:

– Administration, strategy, and resilience

• Lead on IT provision, covering IT equipment, WIFI, telephony, and audio and video-conferencing facilities, ensuring that all user requests are dealt with promptly and effectively.
• Ensuring all new arrivals have the appropriate IT equipment they require, ordering and recycling where necessary. Also ensuring departing officers return all equipment issued to them.
• Management of office machinery and that provision is fit for purpose, i.e., photocopiers, shredders, etc.
• Manage the development and implementation of the IT strategy, including engaging with users on their needs and preferences and coordinating with the Head of Corporate Services.
• Engagement with colleagues in London and lead on local implementation of any changes to software or hardware for the Foreign, Commonwealth and Development Office (FCDO). Accountability for managing the local implementation of complex, large-scale IT projects.
• Responsible for the ECHO telephone network including the switchboard and associated hardware.
• Effectively influence and build support and manage positive change. Promote good communication across the team as well as customer response and managing customer expectations.
• Support and update the IT part of the Business Continuity Plan (BCP) by planning and providing suitably updated and tested equipment ready for deployment in the case of the BCP being required to be executed, e.g., during crises.
• Assurance that the crisis centres are always operational.
• Serve as member if the Crisis Committee. Assurance that IT support to the Crisis Committee is in place, including the provision of equipment and participation in crisis management exercises and being available to respond to urgent requests outside normal office hours.

– Systems support

• Manage the availability and reliability of IT systems and infrastructure, ensuring that staff receive quality services in line with the business plan for the year.
• Allow flexible Cross-HMG working through IT infrastructure enhancement.
• Liaise with UK service desks by escalating faults which cannot be resolved locally to include 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.
• Ensure Post’s rolling UPS battery replacement programme is kept up to date.

– Locally managed IT requiring support at a local level: provide support for IT equipment purchased outside of the formal centrally supplied IT catalogue items. This support should include but not limited to:

• Install, maintain, change hardware/ peripherals and support cabling, switches, as required by Post.
• Wi-Fi network configurations and hardware anti-virus management.
• Locally managed IT systems and machinery, including laptops, desktops, photocopiers, printers, scanners, faxes, tablets, etc.
• Database support.

– IT security

• Manage the integrity of the network by ensuring the physical security of data through planned checks and backups.
• Backup and recovery procedures as advised by HQ.
• Implement and maintain strict password procedures to guarantee privacy and security of data.
• Ensure contingency procedures are in place for the recovery of data.
• Ensure that the IT component of the Business Continuity Plan (BCP) is fully functional.

– Act as Information Management Officer (IMO)

• Champion information and records management best practice. Lead on timely updates and communications to all staff.
• Brief new staff as part of their induction on how the filing structure is organised within MS Teams sites used by the Post, explaining about the need to comply with policies and recordkeeping.
• Maintain their departmental/ Post Information Asset Register (IAR) in SureCloud in coordination with Heads of Sections.
• In charge of MS Teams sites creation while ensuring ownership delegation and assigning permissions as required.
• Provide advice to staff on how to utilise technology, particularly Microsoft 365 and cloud-based applications.
• Serve as a member of the Post Security Committee.

– IT training management

• Provide induction training to new users on IT systems, security, and information management as required.
• Identify training needs to set up a plan and a training strategy and coordinate this with the HR Manager.
• Lead and schedule regular learning buzzes on IT systems for users.
• Act as training coordinator for information and knowledge management.

– Budget monitoring, procurement, and maintenance of IT and machinery equipment

• Set up and manage the IT and machinery budgets in coordination with the Head of Corporate Services and Finance Manager, ensuring that spending is forecasted accurately and prioritised towards meeting critical equipment needs and end of financial year deadlines.
• Lead on the procurement and provision of appropriate specifications for purchases of new IT and equipment (IT catalogue and standalone systems). Evaluation of quotes as required an ensure value for money.
• Ensure that maintenance contracts of machinery, i.e., photocopiers, shredders, faxes, etc. are in place and that they are carried out as scheduled.
• Reconcile transactions and purchases made using the government procurement card (GPC) in a timely manner on the FCDO’s Oracle-based expense management system.

– Inventory management

• Manage and maintain an up-to-date inventory of all IT hardware and software, including ECHO telephony and mobile phones.
• Manage the inventory of IT equipment, i.e., photocopiers, shredders, faxes, etc.
• Manage the IT storeroom, ensuring that equipment is stored securely and labelled appropriately.
• Liaise with the IT team in the UK on equipment destruction or return following the correct security procedures.
• Maintain a database of UPS battery details, including date of installation and next due date for exchange, for PC UPS’s and those attached to servers.

– Line management

• Supervise the work of the IT Support Officer (ITSO) at Consulate General in Casablanca.
• Provide support and training in areas requiring improvement and resolving complex technical issues.
• Ensures the ITSO has access to the necessary training and development opportunities.

The above list is not exhaustive, and the jobholder will be required to be flexible and take on other ad hoc tasks as required. The job description may be reviewed to meet changes in business needs.

Key behaviours required:

• Managing a Quality Service – Deliver service objectives with professional excellence, expertise, and efficiency, taking account of diverse customer needs.
• Working Together – Form effective partnerships and relationships with people both internally and externally, from a range of diverse backgrounds, sharing information, resources, and support.
• Delivering at Pace – Take responsibility for delivering timely and quality results with focus and drive.
• Seeing the Big Picture – Understand how your role fits with and supports organisational objectives. Recognise the wider Civil Service priorities and ensure work is in the national interest.
• Communicating and Influencing – Communicate purpose and direction with clarity, integrity, and enthusiasm. Respect the needs, responses, and opinions of others.
• Developing Self and Others – Focus on continuous learning and development for self, others, and the organisation as a whole.

Eligibility:

Applicants must have the right to work and live in Morocco.

• Experience in managing service delivery, hardware, software, and operations in an environment similar in size and security complexity to an Embassy, or with a multinational organisation.
• Relevant professional experience in IT management and IT support services, ideally for at least three (3) years.
• Relevant work experience in user desktop support, in particular Microsoft 365 and cloud-based applications, ideally for at least three (3) years.
• Hands on experience in the installation of IT hardware and software. Experience in Microsoft Exchange/ Outlook, MS Teams, and structured cabling.
• Holds a degree or recognised diploma in Computer Science, Information Systems Management, or related fields.
• Good knowledge of the full IT development lifecycle, IT governance, quality assurance, project management, risk and change management principles, and deployment.
• Ability to produce accurate reporting and communicate IT developments to non-expert staff members.
• Experience in managing cross-functional teams or projects and influencing senior-level management and key stakeholders.
• Good organisational and time management skills, including the ability to prioritise and effectively manage and execute multiple tasks to a high standard, either as an individual or team effort.
• Collaborative approach to colleague and stakeholder partnerships. Ability to drive delivery of outcomes and overcome obstacles, especially when working with and through others.
• Strong interpersonal, leadership, and stakeholder management skills, including managing, motivating, and working proactively within a team, understanding problems from a team perspective, and helping staff to develop.
• Highly customer focused. Resourcefulness in solving problems and demonstrates good judgement.
• Confident and clear communicator, fluent in English and with good French and Arabic/ Darija language skills, both verbal and written. Able to express ideas and messages clearly and concisely and able to simplify complexities and adapt communication so others can understand.