Customer Engagement Supervisor (Information Management Specialist) – In-house Applicants Only at U.S. Embassy to Kenya

Job Description

Job Overview

The Customer Engagement Supervisor (CES) is responsible for supporting all equipment, applications, and cloud services at Embassy Nairobi. As a senior member of the 17-person Information Systems Center, the CES provides leadership and guidance to agile teams, serving as a frequent technical project manager and lead. Additional duties include managing SharePoint, Power Platforms, physical and virtual servers, routers, switches, cloud-based applications and services, mass data storage devices, virtual private network (VPN) connections, digital signage, audio-visual solutions, and various other hardware and software components. Together, these provide access to one of the largest and most complex embassies in the world. The CES also manages all forms of computer peripherals and network host devices, such as workstations, providing technical expertise and support to all users, both locally and remotely.
As part of hardware management, the incumbent updates IT asset locations in the asset management system every time there is a location change. The CES creatively engineers and designs technical business solutions and advises on and directs procurements, including leading technical evaluations of vendors and products. The incumbent continuously monitors and evaluates the life cycle of system components, upgrading and refreshing as necessary to optimize performance. The ITS continually learns and expands their skill set to stay abreast of new technology trends and supports new projects and technologies as they emerge. The incumbent is key to cybersecurity, proactively maintaining, patching, and upgrading systems to avoid downtime and ensure data integrity. The position also promotes awareness of cybersecurity guidelines and policies through examples, user training, and consulting.
As the innovation lead, the incumbent works closely with users in understanding their requirements, analyzes current Department of State business processes, innovates and works closely with Business Process Solutions team in coming up with solutions. The position is the champion of new innovations and solutions in the mission, providing and managing training opportunities for customers locally and regionally.

Qualifications and Evaluations

Requirements:

All selected candidates must be able to obtain and hold a:
Police cl earance certificate.
All selected candidates will be subject to a background investigation and may be subject to a pre-employment medical exam. Selected candidate must be able to begin working within a reasonable period of time 12 weeks upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Education Requirements:

A University degree in the field of computer science or information technology is required.

Evaluations:

You will be evaluated against the qualifications and requirements in this vacancy announcement. You may be asked to complete a pre-employment language or skills test.
You must complete the application form and provide the required documents.
Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. If you fail to submit a complete application, then your application may be disqualified for this position.

Qualifications:

Experience:

Minimum of five (5) years working in a technical position with LAN/WAN operations, management, administration, and direct customer support is required.
At least six months of supervisory experience is required.