Lead IT Administrator

Duties

The Lead IT Administrator supervises and manages the Diplomatic Technology Customer Engagement, Infrastructure and Service Desk team, with a focus on Diplomatic Technology portfolio of IT services. Through their team, oversees the administration of Information Technology (IT) systems ensuring confidentiality, integrity, and availability. Responsibilities include delivering Tier 1 and Tier 2 technical support through multiple channels, performing system analysis and configuration management, and operating systems with post-wide impact.

Ensures comprehensive IT administration, manages team performance, and provides guidance for troubleshooting and customer support. Collaborates with cross-functional teams to address complex technical issues, supports network security efforts, conducts system audits to ensure compliance, and educates users on information security best practices. Leads or participates in Diplomatic Technology initiatives and large-scale operations, ensuring effective implementation and supporting a comprehensive approach to IT administration and customer support.

Supervision is provided by a US Officer (DTO) or designee.

Qualifications and Evaluations

Requirements:

EXPERIENCE:  A minimum of 4 years’ working experience in computer networking operations, network management or utilization of computer systems.

JOB KNOWLEDGE:  Knowledge of IT systems analysis and design, computer hardware and networking, software and cloud technologies, IT infrastructure integration, incident and service management, and application development concepts. Knowledge of Diplomatic Technology services and systems, project and personnel management, and IT service delivery. Ability to apply applicable technical, security, and automation policies, procedures, standards, and guidance to support Mission operations and resolve IT-related issues.

Education Requirements:

Bachelor’s degree in Computer Science, Information Systems, Electrical Engineering, Library and Data Science/Analytics, or Audio/Visual Communications and Technology is required.

Evaluations:

LANGUAGE: 

Level 4: Good Speaking, reading, and writing include the ability to translate English is required.

Level 4: Good working knowledge, speaking, reading, and writing Chichewa required.

SKILLS AND ABILITIES:

Team Management and Problem Solving

Ability to lead, guide, mentor, and manage a team of technology professionals to ensure effective service delivery. Ability to prioritize incidents, allocate resources, resolve and appropriately escalate technical and non-technical issues, and balance customer needs, team capacity, resources, and security requirements. Ability to use applicable policies, SOPs, technical guidance, and vendor resources to identify root causes and implement effective solutions. Ability to promote cross-training and develop team competency across assigned technology portfolios.

Strategic Thinking

Ability to exercise sound judgment in evaluating and prioritizing the Mission’s technology requirements. Ability to align IT services with Mission objectives, recognize technical interdependencies, anticipate risks, identify inefficiencies, and recommend solutions that improve service delivery and system reliability.

Interpersonal and Professional Development

Ability to establish and maintain effective working relationships with personnel at all levels and provide professional technical support. Ability to communicate effectively with users and technical staff and to continually develop professional knowledge and skills through independent study, formal training, and awareness of emerging technologies.

EQUAL EMPLOYMENT OPPORTUNITY (EEO):  The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.

Qualifications:

All applicants under consideration will be required to pass medical and security certifications.

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