Pathfinder International is driven by the conviction that all people, regardless of where they live, have the right to decide whether and when to have children, to exist free from fear and stigma, and to lead the lives they choose. Since 1957, we have partnered with local governments, communities, and health systems in developing countries to remove barriers to critical sexual and reproductive health services. Together, we expand access to contraception, promote healthy pregnancies, save women's lives, and stop the spread of new HIV infections, wherever the need is most urgent. Our work ensures millions of women, men, and young people are able to choose their own paths forward.
Summary: The Regional IT Manager oversees the support and operation of the IT environment of multiple assigned locations within their region, to ensure critical systems and applications are available to support business operations, while maintaining a high degree of customer satisfaction. Working with in-region IT staff, the Regional IT Manager ensures IT team is meeting service level agreement with organization. Responsible to keep the standard response and quality of service for all IT support and for trend analysis and well as monitor and administer IT teams work in the specified zone. The Regional IT Manager is also required to work directly with senior IT management in strategic planning and implementation of systems to support the mission.
Key Job Outcomes:
1. IT Team Project Management: Work with regional IT teams to attain set standards and objectives. Train and monitor local IT staff to maintain service levels. Coordinate application implementations and upgrades. Build and maintain relationships with all IT units to ensure that goals are understood and met. Build and maintain cohesive local IT teams.
2. IT Operations: Responsible for ensuring regional IT teams are giving proper support to end users. Identifying gaps in support or support consistency and developing gap-closing measures with Global Technology Manager.
3. Systems Administration: Administers and supports systems and country teams' infrastructure in close coordination with Pathfinder's US Information Technology Unit and Pathfinder's global IT standards. Ensures timely backups of all necessary systems data is been performed. Ensures high standards of systems availability across a range of physical conditions as budgets allow. Coordinates with U.S. for disaster recovery planning. Support to implements LAN and WAN public and private networks in project Country offices.
4. User Systems: Supports IT Staff in zone, coordinate regionally all upgrades and maintenance software ensuring that all workstations are virus free, Repairs and troubleshoots hardware issues as needed.
5. IT Communications and Administration: Ensures timely coordination and communication of specific program requirements, needs and initiatives with Pathfinder US Information Systems Unit Director and Global IT Services Director. Coordinate with IT' teams in region to follow up on ongoing country specific IT support to ensure SLA is being followed.
6. Information Systems: Works with Pathfinder U.S. for the development, implementation, training and support of Pathfinder worldwide systems, including intranet and knowledge management systems including: Microsoft Office 365, Serenic, DHIS2, and others.
7. Project Management and Participation: Leads, manages or participates in cross functional project teams.
8. Process Efficiencies: Identify and assists with projects automation, integration
and improvements to ensure efficient use of IT resources.
9. Vendor Relationship Management: Provides oversight and support to any outsourced or partnered business relationship. Identify potential vendors as needed.
10. Change Management: Provides appropriate change management practices to oversee the development, design and implementation of new processes, applications and changes to existing computers systems and software packages.
Minimally Required Education, Training and Experience:
• Bachelor's degree in Computer Sciences, Information Technology or equivalent, or a combination of education and experience that yields the required competencies
• 5 years of hands on IT experience
• 3 years hands-on experience in Microsoft windows, server installations, configurations and active directory
• 2 years in service desk environment
• 2 years management experience
• Prefer: Previous work experience with an international NGO
Minimally Required Job-Specific Competencies:
• IT Administration: Foundational skills in administering a Microsoft server and virtualization environment using Windows 2016 and 2019 Server and Microsoft Hyper-V); public and private networks; communication systems, data management systems such as Microsoft Azure and Microsoft Office 365; and information systems, including telephone, online communications, and mobile devices.
• IT Operations: Foundational knowledge of technologies, including LAN/WAN/VSAT/Wireless technologies, Switches, Firewalls, VPN, DNS, DHCP.
• Computer Applications and Systems: Foundational knowledge. of Microsoft SharePoint, Dynamics and Office Suite. SPSS, ARCGIS, DocuSign and Adobe.
• Troubleshooting: Ability to analyze, troubleshoot, support, and implement technical solutions at all levels, especially the desktop.
• Systems Documentation: Foundational skills managing systems documentation.
Minimally Required Organizational Competencies:
• Sexual and Reproductive Health and Rights Services: Foundational knowledge of family planning and reproductive health principles, practices and services, including program strategies and indicators.
• Languages: Ability to use English language in addition to a second language (French, Spanish or Portuguese)
• Communication: Advanced oral and written communication skills.
• Passion for Sexual and Reproductive Health: Demonstrated commitment to family planning, reproductive health services, gender, maternal, child health services, and eradication of harmful traditional practices.
• Influencing: Ability to influence others at all levels within the organization.
• Customer Service: Advanced customer service skills.
• Organization, Planning and Multi-tasking: Advanced organizational and planning skills, project planning and management skills. Proven ability to set priorities, meet deadlines and multi-task with minimal supervision.
Self-Management and Teamwork: Ability to work independently or as a member of the team, ability to be detailed-oriented, and ability to manage stress effectively in a fast-pace environment.
• Matrix Management: Ability to thrive in a matrixed organization.
• Confidentiality: Ability to maintain confidentiality on work-related matters
Other Information:
• Travel required (at least 10%)
• Uses cellular and desk phone; laptop or desktop computer
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