Position title : Manager Sr., IT, GSS.
• Location: Senegal, Guinea or Sierra Leone
• ChildFund office: Dakar, Conakry or Freetown
• Manager/Supervisor title: Director, Cybersecurity, Risk & Data Protection
• Position type: Full-time regular
• Work environment: Hybrid

About ChildFund
ChildFund is a child-focused international development organization that works in 23 countries to connect children with the people, resources and institutions they need to grow up healthy, educated, skilled and safe, no matter where they are.

ChildFund’s Values
We aspire for every person in our organization—program participants, supporters, staff, and volunteers alike—to feel free, safe, and confident to be themselves. In our culture of connection, you will have ample opportunity to grow, learn, and lead while contributing your talents and innovations to our inspiring mission.

ChildFund’s Commitment
ChildFund International has a zero-tolerance policy regarding sexual exploitation, abuse and harassment (SEAH) and all other forms of harm by its staff, partners, and other representatives in the delivery of its mission and services for children. ChildFund is committed to creating a safe environment in the workplace as well as in the communities where it delivers programs and services. ChildFund expects every staff member, partner, and representative to adhere to this commitment and to ensure all organizational policies and standards are followed. This position is subject to a range of vetting checks, including a criminal records check and/or disclosure to ensure program participants are safeguarded.

About This Role
The Sr IT Manager ensures the efficient operation of global desktop support services across ChildFund International’s 23 offices. Reporting to the Director of Cybersecurity, Risk and Data Protection, and working in close coordination with the managers of Cybersecurity and Infrastructure, the Sr IT Manager will lead the team of Desktop Support Technicians to design and implement technologies and processes that enhance user experience, security, and operational efficiency across the organization.

Required Experience and Education
• 8 to 10 years of relevant IT experience. A bachelor’s degree in computer science, Information Technology, or related field a plus, but not required.
• 2+ years’ experience in a people management role. Experience managing a team greater than 5 people preferred
• Certifications in Microsoft technologies, endpoint management, or IT service management preferred.
• Demonstrated expertise in overseeing global desktop support operations, ensuring coverage across all time zones.
• Expertise in Microsoft platforms including Intune, Active Directory/Entra ID, and Microsoft 365. Power Platform experience a plus.

Primary Responsibilities
Safeguarding
ChildFund is committed to safeguarding the interest, rights, and well-being of children, youths and vulnerable with whom it is in contact and to conducting its programs and operations in a manner that is safe for all program participants
• Manage and support a global team of technicians with a focus on continuous improvement.
Benchmark, analyze, report on, and make recommendations to improve service delivery and maintain customer satisfaction
• Lead troubleshooting and resolution of complex technical issues across global offices.
• Collaborate with regional and country office leaders to align IT service delivery with regional goals and requirements.
• Employ ITIL best practices to supervise global desktop support operations including incident management, service requests, and technical support.

Required Competencies
ChildFund’s Core Competencies
• Teamwork: the ability to work effectively and collaborate with others; values and respects individual differences.
• Communication: demonstrates empathy and tact when communicating with others and uses a storytelling approach when appropriate.
• Results orientation: gets things done; takes proactive steps to achieve organizational goals and quality standards.
• Decision making: uses good judgement, critical thinking, and non-traditional ways to evaluate problems and opportunities; reflects and innovates to improve decisions and outcomes.
• Resilience: thrives and grows in rapidly changing, demanding, and complex environments.
• Digital literacy: adopts and champions new technology to relevant contexts, stays aware of technological trends and embraces technological solutions to business challenges.

Other Required Competencies
• The ability to read, speak, and write fluently in English. Ability to communicate in French, Spanish or Portuguese a plus.
• Strong understanding of endpoint security, compliance, and user support best practices including ITIL standards.
• Strong understanding of project management principles.
• Excellent interpersonal skills.