About the Organization:

VisionFund Micro Finance Institution (S.C) is an Institution established according to proclamation No. 40/96 to provide financial services to the productive poor in the rural and urban areas of Ethiopia. VisionFund MFI is currently operating in four of the Regional States of the country. VisionFund MFI is looking for competent candidates for the position of IT Support Services Division Manager. The successful candidates will have skills and experience that meet the following requirements:

Main Duties and Responsibilities

• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within relevant system(s). Coordinate the implementation of agreed remedies and preventative measures and analyses patterns and trends.
• Ensure that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support.
• Assessing the technical needs of staff or clients and Measure service satisfaction levels
• Under the direction of the CIO manage, deliver, and monitor IT solutions and projects that may have Institution wide impact
• Lead and manage change, analyses performance, and take responsibility for continuous improvement processes
• Supervise the IT support team to deliver services, monitor progress and follow through to deliver quality outcomes
• Lead, manage and direct the team to support all aspects of the IT Support Service, taking operational responsibility for the team, including where day-to-day management has been delegated.
• Line-manage all members of the team, to develop their skills both individually and as a team so that they can provide the best service
• Proactively engage with other Divisions in the department  to identify and contribute to innovation and business improvement strategies
• Develop and manage client relationships to provide and enhance IT service delivery
• Establish and maintain internal and external networks across a range of locations, to ensure high quality levels of service and provide training as required.
• Establishing and maintaining strong relationships across teams and with staff/clients
• Under the guidance of the CIO, conduct security risk and vulnerability assessments for defined business applications or IT installations in defined areas, and provide advice and guidance on the application and operation of elementary physical, procedural and technical security controls.

• B.Sc. Degree in Computer Science, Computer Engineering, Information systems or related fields
• 7 years of  IT Support  experience in a challenging and complex environment of which 2 years at a supervisory level
• ITIL (Version 3 or Later ) Training
• Knowledge of computer Hardware, Software and Networking  including servers, desktop PCs, laptops and mobile devices, Windows Operating Systems and other application software
• Experience on Core Banking Systems
• Experience of managing computers and file permissions using Active Directory and Group Policy
• Experience of using an IT Service Management system to manage, allocate and monitor support tasks
• Proven experience of supervising or managing and developing an effective team in a complex environment

Skill

• Technical competence and proven troubleshooting skills
• Excellent organizational skills
• Ability to troubleshoot a multitude of hardware and software problems and to learn / adapt to new technologies
• Ability to work within a changing business and technical environment
• Ability to deal with confidential and sensitive information with tact and discretion