IT Systems and Support Manager Full Time NEW

The Luminos Fund is a fast-growing international nonprofit bringing education opportunities to the world’s most vulnerable children. We operate across Africa, with a few colleagues in Europe and North America, and seek a full-time IT Systems and Support Manager to lead and strengthen our global IT infrastructure.

This is a hands-on leadership role responsible for ensuring secure, reliable, and scalable IT systems that support a globally distributed, fast-moving team. The IT Systems and Support Manager will oversee day-to-day IT operations, manage strategic digital initiatives, ensure cybersecurity compliance, and provide responsive support across multiple time zones. The successful candidate is a collaborative self-starter who has robust IT expertise, tenacious problem-solving skills, and who embraces Luminos’ culture of “joyful learning:” eagerly training and supporting colleagues who have varying levels of technology expertise.

The role reports to the Vice President of Finance and Operations and works closely with senior leadership, program teams, and external vendors.

Role Scope & Expectations

• Provide structured IT coverage across time zones (Africa, Europe, North America), including defined support windows and escalation protocols.
• Serve as the global point of accountability for IT systems, digital security, and user experience.
• Build systems that support staff operating in challenging and low-connectivity environments.
• Travel to Luminos offices in Africa is expected, with a minimum of 1–2 visits per key office annually during the first two years, and as needed thereafter.

Key Responsibilities

1. Global IT Operations & Support
   1. Serve as primary contact for internal IT support across regions.
   2. Implement ticketing/helpdesk system with SLAs and performance tracking.
   3. Troubleshoot login, device, connectivity, and application issues.
   4. Provide structured onboarding/offboarding for global hires, including procuring and deploying laptops and other end‑user devices in line with organizational standards.
   5. Ensure continuity of service during leave periods (documentation + vendor backup).
2. Microsoft 365 & Core Systems Administration
   1. Lead administration of Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive, Outlook, OneNote, Intune, Entra ID/Azure AD), Google, Zoom, Slack, and others.
   2. Support program configuration, permissions, and troubleshooting for other business applications and platforms such as Salesforce, Sage Intacct, Rippling, Lattice, Breezy.
   3. Manage identity and access management, Single Sign-On, and Multi-Factor Authentication.
   4. Oversee user lifecycle management and periodic access reviews.
   5. Assess, redesign, and optimize SharePoint architecture for collaboration and knowledge management, in careful consultation with Vice President of Finance and Operations, management team, and others as required.
   6. Maintain system documentation and governance standards.
3. Cybersecurity & Compliance
   1. Implement and monitor cybersecurity best practices.
   2. Ensure compliance with GDPR and other global data regulations.
   3. Oversee endpoint protection, device encryption, patch management, and access controls.
   4. Conduct periodic security audits and risk assessments.
   5. Develop and manage incident response protocols.
4. Strategic IT Projects
   1. Lead major digital infrastructure projects (e.g., SharePoint redesign, systems integration).
   2. Evaluate and implement new tools, as required (e.g., AI solutions, recruitment platforms, storage optimization).
   3. Partner with leadership team on IT budgeting, roadmap development, and cost control.
   4. Assess and recommend global connectivity solutions for low-bandwidth environments.
5. Vendor & Contract Management
   1. Evaluate, negotiate, and manage relationships with IT vendors.
   2. Oversee service contracts and ensure value for money.
   3. Coordinate appropriate and timely resolution of escalated support issues.
6. Training & Capacity Building
   1. Work with Vice President of Finance and Operations and leadership team to build understanding of IT capacity needs across the organization.
   2. Design comprehensive capacity-building approach to ensure all team members are able to use IT tools effectively.
   3. Deliver structured IT training globally including detailed introductions to Microsoft tools for colleagues with varying levels of digital literacy.
   4. Provide guidance on best practices for collaboration tools.
   5. Create internal IT knowledge base and training resources.
   6. Support adoption of AI tools responsibly and effectively.

Required Qualifications

• Bachelor’s Degree required.
• Minimum 5–7 years in IT systems administration and support.
• Demonstrated experience supporting globally distributed teams.
• Demonstrated experience designing and delivering training for colleagues with wide-ranging technology experience.
• Advanced expertise in Microsoft 365 ecosystem.
• Strong understanding of cybersecurity frameworks and data protection.
• Experience managing multi-country IT infrastructure.
• Excellent cross-cultural communication skills.
• Strong organization, collaboration, and time-management skills.
• Experience supporting teams in low-resource or fragile contexts strongly preferred.
• Fluency in written and spoken English required.

Core attributes

• Demonstrated passion for education, children’s causes, international development, and the values of the Luminos Fund
• Impeccable attention to detail and an innate sense of responsibility for the delivery of high-quality work
• Can-do attitude: comfortable working with a dynamic team in a very fast-paced, ever-evolving environment
• Self-motivated and tenacious
• Ability to juggle multiple assignments, adhering to strict deadlines
• Natural curiosity and hunger for continuous learning
• Strong sense of integrity, confidentiality, and discretion
• A deep commitment to open and clear communication
• Readiness to solve problems creatively
• Deep appreciation for working with diverse constituents, teams, and colleagues

Luminos Core Beliefs and Values

• 1. We believe that every child is capable of learning a remarkable amount in a short period of time, if given the chance.
  2. We keep children’s joy and well-being at the heart of everything we do.
  3. We embrace assessment as a key component of effective teaching and learning.
  4. We celebrate and empower local leadership throughout our work with partner communities and governments.
  5. We use research, program data, and skilled classroom observation in the tenacious pursuit of excellence.
  6. We celebrate the unique contexts and cultures of the communities we serve in our curricula and pedagogy.
  7. We act with the highest standards of integrity and care, ensuring mutual accountability among colleagues and partners.
  8. We take the initiative to solve problems where we find them, managing details large and small, with urgency.
  9. We act deliberately to ensure that our organization is inclusive for people of different genders, racial backgrounds, ethnicities, sexual orientations, religious beliefs, abilities, and other sources of diversity.
  10. We build deep, authentic relationships with our supporters in celebration of the mutually transformative power of giving.