IT Support Manager at Eurasia Foundation

Summary

Eurasia Foundation (EF) is a US-based non-profit, nonpartisan organization committed to helping citizens in countries in transition realize their full potential and transform their societies. EF supports governments and citizens to enhance responsive, accountable, and transparent governance, and helps citizens build a stronger, more resilient civil society.

EF is leading implementation of the Digital Transformation Activity (DTA), an innovative eGovernance program that aims to bolster Ukraine’s digital transformation to promote the nation’s economic revitalization, transparency in reconstruction, and democratic governance during the ongoing conflict and beyond. DTA is co-funded by USAID and UK Dev.

The IT Support Manager is responsible for maintaining a robust IT infrastructure for the Kyiv office and ensuring seamless and efficient IT operations. The IT Support Manager reports to the Head of Administration & Security and works under the technical direction of the corporate Information Technology and Knowledge Management function.

Essential Functions

• Coordinate user onboarding (setting up technology and accounts for new users) and offboarding, including equipment and software provisioning and retrieval.
• Update equipment and software inventory.
• Assist with the equipment and software acquisition (purchasing) and decommissioning.
• Manage corporate mobile phone provisioning and lifecycle. Liaise with the service provider, assign phones to users, monitor policy compliance, and assist users with resolving issues.
• Manage 3^rd party IT Support vendor relationship and ensure service level objectives are met and colleagues’ questions and problems are resolved in a timely and customer-oriented way.
• Ensure effective office network administration and policy implementation.
• Provide guidance, coordination, and follow-up on colleagues’ questions in a timely and customer-oriented way.
• Ensure that equipment, software, and services are set up and managed according to the policies and standards provided by the corporate Information Technology and Knowledge Management function.
• Coordinate installing and configuring computer hardware, software, systems, networks, printers and scanners as required.
• Create and keep relevant equipment and software training materials on the intranet portal.
• Train staff in efficient equipment and software usage, including Microsoft 365 applications. Assist users with finding appropriate solutions for Microsoft 365 and other software/technology questions and issues.
• Under the direction from the corporate Information Technology and Knowledge Management function, manage local IT project and cyber security risk management activities conduct internal IT assessments and assist with technology projects and security audits as assigned.
• Perform other related duties as assigned by the Head of Administration & Security.

Education

Qualifications/Experience

• At least 3 years of experience in IT Support or Coordination/Management of IT resources.
• Working knowledge and strong interest in Information Technology management and user support principles and processes, inventory lifecycle management and user support.
• Knowledge of cloud Microsoft Windows operating systems, computing systems, including MS 365; SharePoint Online, MS Office to carry out activities.
• General knowledge of technology security.
• Experience working with and coordinating third-party service providers.
• Customer-service orientation, particularly for internal clients.
• Attention to detail.
• Strong analytical and problem-solving skills.
• Fluency in Ukrainian and English required.

2024-08-19T12:36:39.000 2024-09-19T23:59:59.000 Full time TELECOMMUTE Україна Фонд "Євразія" / Eurasia Foundation