INFORMATION SYSTEM SUPPORT MANAGER

Médecins Sans Frontières, founded in 1971, is an international medical humanitarian organization that provides emergency medical assistance to people affected by conflict, epidemics, disasters or exclusion from health care. Our teams are made up of tens of thousands of medical professionals, logistics, administrative and various other professions, all guided by our medical ethics and our principles of impartiality, independence and neutrality.

MSF WaCA, created in 2019, is the first MSF headquarters in Africa, and responds to the desire to reinvent the MSF movement after 50 years of humanitarian actions in the world, for more access to care, more reactivity and proactivity for greater medical coverage of affected populations in the world.

Why join us?

You are preparing to become a member of the MSF family, with over 50 years of emergency medical action that earned the Nobel Peace Prize in 1999.

We are an inclusive organization that considers social and professional well-being a right for all and provides an environment that considers the diversity of each member.

MSF WaCA claims an African anchorage that considers the local expertise with which it contributes to the implementation of its activities and makes each member, a key actor of the new dynamics of the humanitarian action in the world.

Diversity, Inclusion & Safe Recruitment

MSF offers equal recruitment and development opportunities without any form of discrimination based on gender, religion, sexual orientation, ethnicity, geographical origin, physical disability or any other discriminatory ground.

Female candidates who meet the requirements are strongly encouraged to apply.

MSF is committed to applying Safe Recruitment principles, ensuring transparent, fair, and respectful recruitment processes that protect candidates, the organization, and its beneficiaries.

We Are Looking for: INFORMATION SYSTEM SUPPORT MANAGER

Department: Information Systems

Direct Manager: Head of Information Systems

Functional Manager: Head of Information Systems

Working %: 100%

Position Based in: Abidjan, HQ

Mobility: All WaCA’s Interventions Zones

Type of Contract: Fixed-Term Contract under Ivorian law; Renewable

Position to be filled: As Soon As Possible

Objectives

The Support Manager will lead and oversee the support function for all enterprise applications, infrastructure, and user services. This includes managing L1/L2 support teams, coordinating with external vendors, and implementing proactive support processes to guarantee high system reliability and exceptional user satisfaction. The ideal candidate is a strategic thinker with a hands-on approach

and a passion for service excellence.

Main responsibilities

§  Team Leadership & Management: Supervise and mentor the day-to-day operations of the IT support team. Lead, coach, and develop support staff, fostering a culture of accountability, continuous learning, and service excellence.

§  Service Delivery & SLAs: Establish, monitor, and enforce Service Level Agreements (SLAs) for incident resolution and service requests to ensure timely and effective support.

§  Vendor & Stakeholder Coordination: Act as the primary escalation point for complex issues, coordinating with vendors, the Systems Manager, and project teams to ensure swift resolution.

§  Knowledge Management: Maintain and develop a comprehensive knowledge base, create user documentation, and oversee the creation of training materials to empower end-users and reduce recurring issues.

§  Performance Monitoring: Proactively monitor system device health, connectivity, and overall performance, identifying trends and areas for improvement to prevent outages.

§  Process Improvement: Develop, document, and implement robust processes for incidents, problems, and change management in alignment with ITIL best practices.

§  Reporting & Metrics: Provide regular reports to leadership on support team performance, system uptime, and user satisfaction metrics, using data to drive decisions.

Education

Bachelor’s Degree (required): Information Technology, Computer Science, Information Systems, Software Engineering, or Management Information Systems.

Master’s Degree (preferred): Information Systems Management, Information Technology Management, Computer Science, or an MBA with a focus on IT/Technology Management.

Competencies

§  Service Management: Solid understanding and practical application of ITIL or other service management frameworks.

§  Infrastructure Knowledge: Familiarity with network fundamentals, connectivity solutions, and telecommunications.

§  Management Skills: Strong vendor management and stakeholder management skills, with the ability to build positive relationships across diverse teams.

§  Core Competencies: Excellent troubleshooting, analytical, and problem-solving abilities. Exceptional communication and interpersonal skills.

Professional experience required

§  Minimum of 5+ years in IT support or service management, with at least 2 years in a supervisory or team lead role.

§  Technical Expertise: Proven experience in managing and supporting enterprise IT environments. Deep familiarity with Microsoft systems and tools is essential, including:

ü  SharePoint (Online and/or On-Premises) for document management and collaboration.

ü  Microsoft 365 suite (Exchange Online, Teams, OneDrive).

ü  Windows Server, Active Directory, and Azure AD.

Languages Skills

·       Working proficiency in English and French (Mandatory)

Computer Skills

·       MS Office suite (mainly MS Word, Excel and Powerpoint)

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N.B.: This job description provides a framework for the main responsibilities and primary activities of the position. It is not exhaustive. Therefore, the responsibilities and activities of the position may differ from those described in this job description due to organizational and operational needs.

Deadline: 31st March 2026 18:00 GMT
Only shortlisted candidates will be contacted.