IT Manager

Job purpose and Context

Since its establishment in 2018, MSF Lebanon has transitioned from a regional hub to a recognized institutional entity, focusing on Lebanon's medical, communications, human resources, operational support, and advocacy potential. The team has made substantial progress in rooting MSF in Lebanon and the MENA region, building its identity and Arabic voice, and contributing to the development of its international mobile workforce. MSF Lebanon has defined the following 3 overarching strategic pillars:

1. Institutional Rooting, ensuring that key target audiences recognize and accept MSF as a well-known, credible, trustworthy, and independent medical humanitarian organization in Lebanon and the wider MENA/WANA region.

2. Operational Support, providing relevant technical and strategic support to operations, benefiting from the expertise and resources available in the region.

3. Movement Contribution, launching and supporting initiatives to optimize resources and improve intersectional collaboration in and from the MENA/WANA region to enhance MSF operations.  

Today MSF Lebanon consists of a Human Resources team with a core mandate to secure and develop a mobile workforce from the region deployable to  MSF operations worldwide, a Communications team that provides communication advisory and capacity to meet MSF’s institutional and operational communication needs, a Finance, Compliance and Support team who is responsible for the financial health and operational legality of the office, a Medical Unit that is focused on Antimicrobial Resistance (AMR) in MSF’s global portfolio and an Advocacy and Engagement Unit, that contributes to analysis, advocacy and external engagement in support of MSF Lebanon strategy.

MSF Lebanon comprises of around 50 staff (including decentralized positions) from which most of them are located in Beirut with a smaller team in Cairo.

The IT Manager reports to the Executive Director and provides direct support to all departments and individuals within the MSF Lebanon Branch Office. The IT Manager ensures reliability, security, and efficiency of MSF Lebanon office’s IT systems, while aligning technology with business needs. She / He oversees infrastructure, manage external support, drive digital improvements, and provide strategic direction to support staff productivity and operational continuity. In addition, she / he will provide technical first line technical support to all MSF Lebanon staff.

Accountabilities

1. ICT Strategy Implementation and Alignment
   • Develop an ICT roadmap that support operational goals of MSF Lebanon (e.g. around ERP, CRM, HR, Communication, etc.) and adhere to overall MSF ICT Standards and Policies.
   • Coordinate closely with other ICT leaders within MSF to ensure strategic alignment, identify and reduce inefficiencies, and maintain clear responsibilities and effective collaboration between the different parts of MSF.
   • Lead on all IT related projects in coordination with Heads of Departments, including the implementating the automation of key MSF Lebanon processes.
2. Technical Support

• Act as the initial point of contact for al requests and inquiries related to IT (first and second level IT support)
• Troubleshoot in a timely manner all IT problems experienced by the office / staff.
• Training of staff on unsing Office 365, Teams, and other essential applications, and develop a training programs according to identified needs.
• Provide IT support for online and in-person events.

3. Systems and Infrastructure Management
   • Oversee the installation, configuration, and maintenance of all hardware, software, networks, and connectivity solutions to ensure reliable and secure ICT services.
   • Manage access controls, data backups, and disaster recovery processes.
4. Cybersecurity and Compliance
   • Implement and monitor security protocols to safeguard systems, networks, and data in compliance with organizational data protection policies.
   • Ensure compliance with GDPR and other relevant regulations.
5. ICT Policy and Process Improvement
   • Contribute to the formulation and continuous improvement of ICT policies, standards, and procedures. Identify and recommend process enhancements to improve efficiency, reliability, and user satisfaction.
6. Vendor and Contract Management
   • Manage relationships with MSF Shared IT Service (SITS) and other external ICT service providers, suppliers, and contractors.
   • Negotiate contracts and monitor performance.
7. Resource management, budgeting and cost control
   • Oversee procurement and maintenance of ICT equipment and software licenses in line with organizational procurement guidelines and budgetary constraints.
   • Participate in the establishment of the annual budget of the IT and communication families. Provide his technical expertise in the local purchase process.
8. Monitoring, Reporting, and Compliance
   • Monitor ICT system performance and utilization. Prepare regular reports on ICT operations, incidents, and resource usage to inform decision-making and ensure compliance with organizational requirements.
9. Website Management, Maintenance and Sever Management

• Keeping all plugins and theme functions updated to the latest versions to enhance performance, and maintain security.
• Monitoring and optimizing the website performance, including improving page load times and ensuring a seamless user experience accross all devices.
• Implementing regurlar backup of the website to prevent data loss and ensuring quick recovery.
• Managing the server on which the website is hosted, implementing security measures such as firewalls, monitoring access logs, and regularly updating software to protect against vulnerabilities.
• Troubleshooting any technical issues that arise with the server or website, ensuring minimal downtime.

Key Interactions

Internal stakeholders

MSF Lebanon Departments (Human Resources, Communication, Finance, Executive), the Middle East Medical Unit (MEMU), IT focal points in OCB and OCG in Lebanon, OCB HQ IT Department, SITS

External stakeholders

Software vendors, Hardware vendors, Internet and Communication Providers, and other external ICT service providers, suppliers, and contractors.

Job Requirements

Education

Master’s degree in computer science or related discipline, or equivalent experience.

Experience

• At least 5 years of relevant experience as IT Manager is essential. 
• Ability to manage a budget is desirable.
• Website Management experience is essential.
• Project management experience is desirable. 
• Experience in dynamic and rapidly changing environment, various contexts, and/or technology start-up is desirable. 
• Business analysis, business process mapping, and lean IT experience is desirable
• Experience in MSF, other NGOs or business operating in similar contexts is an asset. 

Languages

Fluent in English and Arabic, French is an asset (both spoken and written)

Competencies

• Peoples Management, level 3
• Service Orientation, level 2
• Strategic Vision, level 2
• Behavioural Flexibility, level 3
• Teamwork & Cooperation, level 3
• Analytical Thinking, level 3

Knowledge

• Operational Knowledge Experience in Networking, QoS optimization and performance monitoring, troubleshooting and monitoring tools (Fortinet firewalls, HPE Switches, deep knowledge for network protocols)
• Excellent knowledge of best practices around management, control, and monitoring of server infrastructure.
• Experience with firewalls, Internet VPN’s remote implementation, routing and switching
• Microsoft 365 administration, exchange online, Azure Active directory
• Experience in Microsoft Configuration Manager/Intune
• Experience in Windows Server administration (AD, DC, DNS, GPO…)
• Knowledge in CRM, ERP systems

Functional/

Technical Skills

• Ability to explain complex technical concepts to non-technical audiences. 
• Ability to evaluate and challenge expressed business needs and requirements 
• Excellent listening skills and effective facilitation skills to guide group/technical discussions 
• Leadership and cross-functional team integration. 
• Resilience and adaptability under pressure. 
• Fast learner with excellent organizational and time management skills. 
• Cultural awareness and internal customer relationship management

Other requirements

N/A