Grade: KRA ‘7’
Department: Corporate Support Services
Division: Information and Communication Technology
Location / Work Station: Nairobi
Supervisor:Deputy Commissioner - ICT
Supervisee:
Manager - Service Support (Western & Rift Valley)
Manager - Service Support (Nairobi, Central and Northern)
Manager – Service Support (Southern Region)
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
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 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 equipment, hardware, and software upgrades
- Ensures implementation of IT best practices and KPIs for user support
- Negotiates with service providers on favourable pricing to ensure maximum return on investments
- Implements cost reduction strategies including leasing options as well as implementation of shared services
- Ensure efficient ICT support to business operations in the outstations, in close liaison with other ICT Sections
- Documents and maintains 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
- Manages day-to-day operations of the IT Infrastructure Section to ensure effective technical support, target setting and performance management
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.
- Masters 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 Required
- The post holder should have at least 10 years progressive experience in the IT environment, with at least 5 year’s experience at managerial level
- Good understanding leasing frameworks and pricing strategies
- Excellent knowledge in Active Directory, Group Policies, centralised services for printing, document sharing and controls, implementation and administration of VDI
- 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
- Experience in supporting IP telephony systems will be added advantage.
- Conversant with programming Microsoft based programming and macros
- Knowledge in budgeting and cost management
Skills Required:
The Job holder must:
- 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
Job Application Guidelines
Registration:
- Go to https://erecruitment.kra.go.ke/login and then click on the ‘Register’ button to start the application process.
- After registration, you will receive an email enabling you to confirm your email address and complete your registration.
Log on:
- After registration go to https://erecruitment.kra.go.ke/login
- Key in your username and password then click on ‘Log in’ to access your account.
- After successful log in, the system will open the ‘Applicant Cockpit’.
Candidate Profile (To create or update applicant detail):
- On the ‘Applicant Cockpit’ page, go to the tab ‘Candidate Profile’.
- Click on ‘My Profile’ to create and update your profile.
- Follow the instructions to complete your profile.
- The process will end by clicking the tab “Overview and Release”.
- Ensure you click the check box on the page to complete the profile.
Application process:
- To view the open job postings, click on the tab ‘Employment Opportunities’ on the ‘Applicant Cockpit’ page.
- Under the heading ‘Job Search’ click the ‘Start’ button to view all available vacancies.
- Click on the Job posting to display the details of the position.
- To apply for the position, click ‘Apply’ button at the top of the page.
- Follow the instructions to complete and submit your application.
- Kindly note that all mandatory fields must be completed.
- To complete the process of application, click the ‘Send Application Now’ button after reviewing and accepting the ‘Data Privacy Statement’.
In case of any challenges, please send your email query to isupporthr@kra.go.ke
If you experience any delay in receiving an email notification at the end of the e-recruitment registration process, please refresh your email. In case of any challenge, please send your query to isupporthr@kra.go.ke
Kenya Revenue Authority does not charge any fee at any stage of the recruitment process (application, shortlisting, interviewing, and/or offer)
