Position Summary:    

The ICT Supervisor will ensure the effective maintenance and strengthening of ICT and associated systems to meet Abt requirements and FPSP requirements.  

They are responsible for overseeing FPSP ICT services and end user support and all ICT related procurement, implementation and management of all program ICT hardware including server and network infrastructure hardware, laptops, desktops, desk phones, software, email and user accounts, internet and intranet services, printing, mobile and portable device support, and information security.

The Supervisor will work collaboratively, in an integrated manner with the Abt Global corporate ICT Team.
 

Key Responsibilities:    

ICT

• Provide IT support and advice by phone, email, remotely, or in person.
• Conduct ICT Orientation for new starters
• Monitor and utilise the IT Service Desk queue to ensure tickets are actioned in a timely manner including the escalation of issues.
• Ensure all critical issues escalated are being reviewed and actioned by the relevant support teams.
• Engage with vendors and assist with IT specific procurement required for programs or operations support.
• Liaise with service providers in relation to IT service or resource downtimes and communicate updates to stakeholders.
• Actively promote technology awareness within the program, including providing training for program employees on the internal systems, IT policies and procedures.
• Oversight server and network infrastructure and action routine tasks as directed by the Abt System and Network Administrators.
• Enforce cyber security best practices and guidelines as directed by Abt head office.
• Ensure back-up systems are managed and monitored.
• Identify and contribute to improvements to and maintenance of ICT systems and processes.
• Ensure laptops and desktops are built using Abt’s Standard Operating Environment.
• Ensure the IT asset register is maintained.
• Create a positive IT support experience, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a consummately professional attitude.
• Maintain the Shared Services Digital Hub Page ensuring accurate and updated information is available. 
   

Team Management

• Create and maintain a cohesive team built on trust, transparency, and open communication through regular team meetings.
• Provide leadership and staff supervision of the ICT Shares Services Hub team including relevant Performance Reviews and capacity building of staff.
   

General

• Work collaboratively with Abt’s corporate ICT team.
• Provide induction briefings and continuous guidance to Platform and sector program staff and advisors on ICT functions during orientation and throughout their involvement with the Platform.
• Other duties as requested by the Operations Lead.
   

Key Deliverables:     

• Timely response to ICT matters.
• Effective ICT options for efficient FPSP implementation 
• Tracking performance of ICT indicators and value for money
• Effective and timely tracking of deliverables, milestones, risks, and program progress.
• Identification and reporting of corporate risk and fraud issues, which are managed following corporate and DFAT policies and procedures.
   

Key Working Relationships:    

Reporting to: 

• Operations Lead

Other:

• Share Services Hub staff  
• All FPSP personnel and advisers
• Abt corporate ICT team and delivery team 

Selection Criteria: 

• Degree graduate in Information Technology desired 
• 5+ years working in supervisory roles in the ICT sector.
• Knowledge and experiences in areas of networking, server administration and information security
• Understanding of computer operating systems, hardware and software
• Problem Solving skills.
• Strong written and communication skills.

About Abt 

Abt Global is a mission-driven, global leader with a proven track record in complex program implementation in the international development sector. We offer bold solutions and technical excellence in Health, Economic Growth, Governance, Research & Evaluation, Environment & Energy, Gender Equality & Social Inclusion. Working with our many partners, we have driven measurable social impact for more than 55 years, to achieve our mission of improving the quality of life and economic well-being of people worldwide. We operate in remote and challenging environments and employ more than 3,700 staff in over 50 countries. For more information about us and what we do, visit our website at www.abtglobal.com. 

Commitment to Equity

Abt Global values individuality and celebrates difference with a strong commitment to diversity, equality, racial equity, gender, and disability inclusion. We strongly encourage women, men, people with diverse backgrounds and people living with disabilities to apply for this position.  

Commitment to Safeguarding  

We are deeply committed to safeguarding, to protect and prevent harm and abuse to individuals we work for and who work for us. Our recruitment and selection procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation. We will not tolerate discrimination, harassment, child abuse, sexual abuse or exploitation in any form, and expect everyone to be treated with respect and dignity.