We are seeking a Manager, IT Support who will own five core areas—each critical to ensuring Food For Education (F4E) runs smoothly at the pace and scale our mission demands. The ideal candidate will combine strong technical expertise with proven leadership experience and a passion for building reliable, scalable IT services.
Key Responsibilities
Infrastructure & IT Operations
- Own the reliability and performance of F4E’s core technology environment: physical infrastructure, on-premise servers, enterprise networks, and corporate connectivity across offices, warehouses, and field sites.
- Manage hardware and asset lifecycles, including procurement, deployment, maintenance, and retirement, ensuring staff have the necessary tools.
- Act as the escalation point for IT support, ensuring fast resolution of technical issues.
- Collaborate with Tech Support on field devices and shared operational assets to maintain clear ownership boundaries.
Innovation & Technology Lifecycle
- Develop and maintain the IT roadmap, aligning priorities with business needs and keeping stakeholders informed of progress, risks, and upcoming initiatives.
- Lead technology initiatives from concept to implementation (Discovery, Definition, Build/Procure, Pilot, Rollout, and Adoption).
- Focus on continuous improvement by gathering feedback and enhancing services over time.
- Evaluate emerging technologies, automation, and operational tools through structured pilots and business case assessments.
- Drive automation and process optimization to improve efficiency and service delivery.
Stakeholder & Cross-Functional Partnership
- Partner with Product, Engineering, and Tech Support to shape technology decisions and support shared priorities.
- Build strong partnerships across the organization to understand business needs and deliver valuable technology solutions.
- Partner with the People team to manage hardware assets and software provisioning for onboarding new employees.
- Provide proactive stakeholder updates on project progress, risks, key decisions, and upcoming changes.
Team Development
- Lead, coach, and develop the IT Support team by setting clear expectations, providing regular feedback, and supporting professional growth.
- Provide proactive leadership to identify challenges early, remove barriers, and enable high-quality outcomes.
- Foster a high-performing team culture through clear documentation, consistent standards, and proactive issue resolution.
- Lead workforce planning by assessing future capability needs, planning team growth, and recommending additional resources.
Security & Compliance (Execution)
- Execute and uphold the IT policy framework to ensure compliance with organizational policies, standards, and regulatory requirements while managing risks.
- Ensure the security and integrity of Monitoring & Evaluation (M&E) data, maintaining reliable data flows.
- Own business continuity planning by maintaining, testing, and continuously improving IT business continuity plans.
- Contribute to the Technology strategy by partnering with function leaders and supporting agreed priorities.
What Success Looks Like
- Infrastructure Uptime: Reliable and resilient systems with incidents resolved promptly, documented, and proactively managed.
- IT Support Quality: High levels of user satisfaction with timely resolution of support requests.
- Technology Rollouts: Successful delivery of initiatives through clear requirements, structured pilots, and strong user adoption.
- Team Performance: A high-performing team demonstrating ownership and consistent delivery.
- Security & Compliance: IT policies consistently applied, critical risks managed, and compliance standards maintained.
- Asset & Procurement Management: Accurate tracking and timely procurement of technology assets.
- Innovation & Continuous Improvement: New solutions successfully evaluated and implemented through structured pilots.
Qualifications & Experience
- A minimum of 5 years' experience in Information Technology, including at least 2 years in a team lead or management role.
- A bachelor's degree in Information Technology, Computer Science, or a related field is an advantage. Relevant professional certifications (such as ITIL, CompTIA, or equivalent) are equally valued.
- Experience working in a fast-growing NGO, FMCG, logistics, manufacturing, or field operations environment is an advantage.
