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Chief Manager – ICT (Service Management)

Job Summary:     

The Chief Manager, Service Management as the head of IT Service Management Section of ICT Division, is responsible for the following functions:

  • Overall management of the 1st level support (ICT Service / Help Desk) and 2nd second level support and problem management for end users in all KRA stations;
  • Responsible for end user devices, productivity tools, inventory and support
  • Focal point for all end user computing needs

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Key Responsibilities:    

  • Formulates, maintains and implements ICT policies, standards, strategies and procedures necessary to effectively support the Authority’s corporate objectives with respect to end users compute requirements and provision of productivity tools
  • Responsible for strategic planning, design and deployment of end user computing tools and equipment across all KRA Offices
  • Conducts research on the level of usage, means of increasing usage on productivity tools, advises management on suitable inexpensive tools for use in the Authority
  • Performs cost-benefit and return on investment analysis productivity tools investments and advises management suitable solutions
  • Assesses, approves, and administers all end user equipment, hardware, and software upgrades
  • Ensures implementation of IT best practices and KPIs for user support
  • Manages issue resolutions and user relationships by ensuring tickets are resolved within the prescribed internal standard and providing feedback to the requestor
  • Negotiates with service providers on favourable terms to ensure maximum return on investments
  • Implements cost reduction strategies including leasing options as well as implementation of shared services
  • Provides ICT support to business operations in the outstations, in close liaison with other ICT Sections
  • Documents and maintains up to date end user compute assets inventory and supporting documentation
  • Develops operational budgets for Service Management Section
  • Advices DC ICT on technical aspects pertaining to optimal utilisation of resources, cost reduction strategies and better service delivery on end user ICT services
  • Establishes trends/patterns of recurring SLA breaches or inefficiencies and implements remedial measures
  • Manages day-to-day operations of the Service Management Section to ensure effective technical support, target setting and performance management
  • Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements

Academic and Professional Qualifications         

  • Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field.
  • Master’s degree in Computer Science, Business Administration, Information Systems or related Postgraduate degree will be an added advantage.

The following certifications will be an added advantage:

  • Cisco Certified Network Professional / Associate
  • Microsoft certifications; Certified Systems Engineer (MCSE), Microsoft Certified Solution Associate (MCSA), Microsoft Certified Solution Developer (MSSD)
  • Red Hat/Unix/Linux Certified Systems Administrator

Relevant Work Experience/Technical Skills Required          

  • The post holder should have at least 7 years of progressive experience in the IT environment, with at least 3 years of experience at the managerial level
  • Excellent knowledge in Active Directory Management, Group Policy objects, centralised services for printing, document sharing and controls, implementation and administration of VDI
  • Conversant with process automation and experience working with automation tools such as Ms SharePoint, System Centre Configuration Manager (SCCM) or System Centre Operations Manager (SCOM), IBM Service Management Tool (ITSM)
  • Good understanding leasing frameworks and pricing strategies
  • Hands-on experience and troubleshooting and problem solving on end user tools, networks and other services accessible through the corporate network
  • Knowledge in protecting user data and information in line with applicable local laws/regulations including known external data privacy practices
  • Conversant with configuration and management of collaboration tools such as Zoom and webex
  • Experience in supporting IP telephony systems will be added advantage.
  • Conversant with programming Microsoft based programming and macros
  • Knowledge in budgeting and cost management
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Competencies Required          

  • Have good leadership and managerial skills
  • Honest and of high integrity
  • Be resilient, focused, results oriented and a team player
  • Good understanding of the KRA’s goals and objectives.
  • Have strong analytical and problem solving skills
  • Have ability to pay attention to details and work under minimum supervision and for long hours
  • Strong interpersonal, written and oral communication skills.
  • Strong abilities to conduct research affecting business and propose suitable solutions/products
  • Ability to prioritize and proactively execute tasks in a high-pressure environment and make sound decisions in emergency situations.
  • Ability to present ideas in a user-friendly language
  • Have good negotiation skills.


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