Manager, IT Operations (North-West Nigeria)

Job description

# Who We Are NewGlobe supports visionary governments to transform public education systems, the cornerstone of a prosperous, equitable, and peaceful society. With a comprehensive system transformation platform and data-driven educational services, NewGlobe delivers rapid and dramatic improvements in learning outcomes at state and nationwide scales. Through building impactful partnerships and programmes, NewGlobe ensures that all children have access to an education that will develop their full potential and create a foundation for growth and prosperity. NewGlobe leverages more than a decade of educational experience and proven impact in integrated school management, teacher professional development, instructional design innovation, technological system support, child-centred classroom practice, and parent engagement -- all grounded in learning science -- to ensure each teacher is empowered to engage children in transformational learning, and all children have the opportunity to develop to their full potential. Every day, NewGlobe supports governments to solve what were once seen as intractable problems, and by doing so, ensures this generation will be able to grow up to lead more fulfilled lives, while simultaneously building economic prosperity for themselves, their communities, and the globe. NewGlobe’s high-touch, intensive professional development programs, along with integrated school management, teacher support, and assessment software, enable schools to succeed. NewGlobe works within the state and national curricula and syllabi, ensuring all children are empowered to learn their own history and master local content while being globally competitive in mathematics and languages. The science of behaviour change and the science of learning is at the foundation of all programming. NewGlobe works with urgency because youth quickly becomes adulthood and relentlessly because improvement requires continuous problem-solving. NewGlobe is honoured to serve and to help rebuild trust in public systems. NewGlobe’s work is all-encompassing and will challenge you to use your full mind, and heart, each day. We need bright minds who want to be part of building a new globe -- a more equitable globe -- to join us. # **Technology** Technology plays a critical role in enabling us to provide transformative education at a massive scale in highly resource-constrained environments. This is one of the key elements that gives us the ability to deliver radically impactful programmes, creating brighter futures for a generation of children across the world each day. Technology spans several key functions, including product management, business intelligence, software development and IT operations. Working with us, passionate technologists have a chance to directly change the world. # **IT Operations** IT Operations is responsible for the last-mile delivery of technology, ensuring that everyone from school staff to executives, all have the functioning technology they need to excel at their jobs. It also oversees the technical infrastructure that supports and connects all of our global offices, as well as the back-office systems that power our customer care centres, finance teams, warehouses, and more. Within the technology group, IT Operations also holds the distinction of being the only department with a dedicated presence in each of our operating territories, meaning that is also the key conduit and primary advocate for all aspects of technology at our, ensuring the work done by the other technology departments delivers on its potential. # **About the role** The IT Manager role will ensure the provision of superior customer service throughout the business, through the maintenance, enhancement, and efficient operation of IT functions. Additionally, the role will include responsibility for ensuring the security and integrity of IT operations and systems, as well as the line management of IT officers and associates. The flexibility to work outside normal business hours is integral to this role, as is the ability to work under broad direction and minimal supervision. # What You Will Do - Provide the first point of IT Support contact for all local staff, covering all hardware, software, and associated peripherals; - Manage service requests and related service desk tickets, planning and prioritizing systematically to minimize backlog and ensure operational efficiency in ESPOIR’s designated service desk system. - Troubleshoot technical issues to resolution and/or escalate to colleagues, suppliers, or partner organizations as required. - Monitor and manage the operational performance. - Ensure that standard operating procedures and all relevant IT governance and processes are implemented and adhered to. - Deploy computers, school technology, and associated peripherals including new installations and redeployment of existing equipment. - Install and configure operating systems and software to agreed standards under the direction of the Director of IT and other senior IT personnel. - Recommend, source, install, and maintain network equipment such as firewalls, routers, and switches - Manage the local area network and internet connection and ensure network security through the installation of appropriate hardware and software, as well development of IT policies - Manage IT infrastructure improvement projects, including scheduling and budgeting. - Maintain existing equipment to standards, by performing upgrades, new installations, and carrying out routine procedures. - Assist in the compilation and maintenance of an accurate inventory of hardware and software, and ensure that records are kept up-to-date within the service desk system. - Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to the relevant suppliers in a timely manner. - Work with colleagues to monitor the performance of systems, ensuring that issues are appropriately escalated and resolved. - Provide technical assistance to project teams and undertake technical project roles when required. - Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner. - Provide at all times a professional, courteous, and rapid response to individual users. - Supervise, train, and mentor junior staff members in all of the above. - Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT Department. # **What you should have** - Excellent technical knowledge of PC hardware - Working technical knowledge of current protocols, operating systems, and standards - Software and hardware troubleshooting - Windows desktop (7/8/X) and Windows Server (at least 2012) experience as well as Microsoft Office support and Active Directory administration; relevant Microsoft certification is a plus - Routers, switches, and firewall experience - Knowledge of Android technologies, smartphones, LAN and Wifi configurations. - Experience with admin of Microsoft systems such as Navision, IIS, or Sharepoint. - Experience with cloud services, in particular AWS. - Experience working and training on a variety of IT subjects and applications - Excellent writing and oral communication skills - Good research skills, including the ability to identify and propose solutions to issues/crisis - A Degree from a recognized university with top marks in Computer Science or a related discipline. - 5-10 years of relevant IT/industry work experience. - Experience working within a fast-paced environment. # Working at NewGlobe Enter the dynamic world of NewGlobe, where we embrace the mindset of boundless potential. Here, we excel in innovative problem-solving and harness the power of data to revolutionize education. Committed to scaling our impact, we prioritize inclusivity and design solutions that empower learners worldwide. With relentless determination, we challenge conventions, analyze root causes, and craft inventive solutions to educational challenges. Our culture values tangible results, focusing on data-driven decisions and proactive problem-solving. Integrity and accountability are our guiding principles as we uphold commitments, establish policies, and validate our efforts at every turn. Through meticulous design, we shape behaviors, championing structured practices, precision, and transparency in our quest for educational excellence. As we journey forward, we embrace challenges and celebrate achievement in our mission to transform education.