About the Role

Seeking an exceptional professional with over three years of experience in team and project management, alongside technical expertise in endpoint and network management, to help increase our impact per farmer by streamlining field support.

Responsibilities

Deliver IT Operations & Technical Support

• Provide Tier 2 technical support for end-user devices, networks, and IT services, ensuring timely resolution of incidents and service requests.
• Support the administration and maintenance of laptops, tablets, mobile devices, and network infrastructure in line with established service standards.
• Ensure compliance with IT policies, security standards, and operational procedures to deliver reliable technology services.

Coordinate IT Projects & Technology Deployments

• Manage medium-complexity IT projects, delivering solutions on time and within scope.
• Define project plans, timelines, and stakeholder responsibilities while coordinating internal teams, vendors, and business partners.
• Support implementation of new technologies, system upgrades, and IT infrastructure improvements following project management best practices.

Maintain IT Systems & Operational Excellence

• Coordinate routine IT operational activities, including device maintenance, inventory management, system performance monitoring, and data quality initiatives.
• Monitor service performance and contribute to maintaining accurate IT asset and operational records.
• Help ensure technology services remain secure, efficient, and available to users.

Drive Continuous Improvement

• Identify opportunities to improve IT processes through automation, standardization, and operational efficiencies.
• Support tracking and reporting of key IT operational metrics and service performance indicators.
• Contribute to planning and execution of recurring IT activities, projects, and technology initiatives.

Collaborate & Build Strong Customer Relationships

• Partner with internal teams and external vendors to deliver high-quality technology solutions.
• Communicate technical information clearly to both technical and non-technical stakeholders.
• Provide excellent customer service while supporting users across multiple departments and locations.

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career. 

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• 3 years of experience providing IT support, systems administration, or IT operations services in a professional environment.
• Understanding of IT service management principles and incident management processes.
• Experience with Mobile Device Management (MDM) solutions and Microsoft Deployment Toolkit (MDT) or similar deployment tools.
• Familiarity with organizational IT policies, security standards, and technology governance practices is an advantage.
• Customer-focused mindset with excellent communication and interpersonal skills.
• Well-organized, proactive, and able to manage multiple priorities in a fast-paced environment.
• Fluency in English required; French is a strong advantage.

Preferred Start Date

As soon as possible

Job Location

Kigali, Rwanda

Benefits

Health insurance, housing, and comprehensive benefits.

Eligibility

This role is only open to citizens or permanent residents of Rwanda. 

• Provide Tier 2 technical support for end-user devices, networks, and IT services, ensuring timely resolution of incidents and service requests.
• Support the administration and maintenance of laptops, tablets, mobile devices, and network infrastructure in line with established service standards.
• Ensure compliance with IT policies, security standards, and operational procedures to deliver reliable technology services.
• Manage medium-complexity IT projects, delivering solutions on time and within scope.
• Define project plans, timelines, and stakeholder responsibilities while coordinating internal teams, vendors, and business partners.
• Support implementation of new technologies, system upgrades, and IT infrastructure improvements following project management best practices.
• Coordinate routine IT operational activities, including device maintenance, inventory management, system performance monitoring, and data quality initiatives.
• Monitor service performance and contribute to maintaining accurate IT asset and operational records.
• Help ensure technology services remain secure, efficient, and available to users.
• Identify opportunities to improve IT processes through automation, standardization, and operational efficiencies.
• Support tracking and reporting of key IT operational metrics and service performance indicators.
• Contribute to planning and execution of recurring IT activities, projects, and technology initiatives.
• Partner with internal teams and external vendors to deliver high-quality technology solutions.
• Communicate technical information clearly to both technical and non-technical stakeholders.
• Provide excellent customer service while supporting users across multiple departments and locations.

• Team management
• Project management
• Endpoint management
• Network management
• Tier 2 technical support
• IT service management
• Incident management
• Mobile Device Management (MDM)
• Microsoft Deployment Toolkit (MDT)
• IT policy compliance
• Security standards adherence
• Automation
• Standardization
• Communication skills
• Interpersonal skills
• Customer service

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• 3 years of experience providing IT support, systems administration, or IT operations services in a professional environment.
• Understanding of IT service management principles and incident management processes.
• Experience with Mobile Device Management (MDM) solutions and Microsoft Deployment Toolkit (MDT) or similar deployment tools.
• Familiarity with organizational IT policies, security standards, and technology governance practices is an advantage.
• Customer-focused mindset with excellent communication and interpersonal skills.
• Well-organized, proactive, and able to manage multiple priorities in a fast-paced environment.
• Fluency in English required; French is a strong advantage.