IT Lead

IT LEAD JD

COMPANY INTRODUCTION

Wicloudrwd is a global digital transformation and IT outsourcing company established in 2022, with operations across multiple international locations. The company provides technology and IT outsourcing solutions tailored to Microsoft environments, with expertise across Microsoft Dynamics 365, Microsoft Azure, Microsoft Windows Commercial, and Microsoft Office 365.

Location: Kigali, Rwanda
Employment Type: Full-time
Working Hours:Monday–Friday, 9:00 AM–6:00 PM

About the Role

We are seeking an experienced IT guide to oversee IT operations, infrastructure, security, compliance, team development, and technology innovation for Wicloudrwd's Kigali operations.

The successful candidate will deliver strong technical and operational leadership, establish effective IT processes and controls, and make sure that IT services meet business and client requirements.

Key Responsibilities

1. IT Operations & Governance

• Oversee end-to-end IT operations in Kigali.
• Establish clear IT governance, roles, responsibilities, and escalation mechanisms.
• Ensure timely incident reporting, coordination, and resolution for major IT issues.
• deliver regular IT status, risk, and improvement reports to management.

2. Infrastructure & Service Management

• oversee corporate networks (LAN/WAN/VPN), servers, cloud resources, endpoints, and collaboration tools.
• Ensure office and production environments meet business SLA requirements.
• Own the IT asset lifecycle, including procurement, deployment, inventory, and retirement.
• oversee external vendors and service providers.

3. Information Security & Compliance

• execute and keep IT security and compliance controls required for business lines.
• assist internal audits, customer reviews, and compliance assessments.
• Define and enforce IT security policies, incident response plans, and awareness programs.
• Ensure appropriate access control, identity management, and data protection.

4. AI Enablement & Innovation

• detect and execute AI solutions to enhance IT operations and productivity.
• Drive adoption of AI tools to optimize internal workflows and service delivery.
• Collaborate with stakeholders to integrate AI into assist and business processes.

5. Team Leadership & Development

• guide and oversee IT teams across multiple offices.
• Set clear performance objectives and accountability mechanisms.
• enhance execution, professionalism, and internal service credibility of the IT function.
• Build standardized processes to reduce dependency on individuals.

6. Cross-functional & International Communication

• Work closely with business, compliance, security, operations, and other functional teams.
• Communicate effectively in English with overseas leadership teams.
• Translate technical issues into structured, business-oriented updates for non-technical stakeholders.

Qualifications & Requirements

Required

• Bachelor's degree or above in Computer Science, Information Systems, or a related field.
• 6+ years of IT experience, including 2–3 years in an IT guide or equivalent role.
• Hands-on experience in IT infrastructure and operations, with solid knowledge of ITSM and security compliance.
• Practical experience applying AI in operations and/or productivity.

Technical & Professional Skills

• Proven experience managing IT for multi-site or mid-to-large organizations is a plus.
• Solid foundation in networking, systems, and enterprise IT environments.
• Familiarity with ITSM processes, including Incident, Problem, and Change Management.
• Hands-on experience with information security and compliance in international service environments.
• Cloud platform experience, such as Microsoft Azure, is a strong advantage.

Leadership & Personal Attributes

• Strong ownership mindset and risk awareness.
• Proactive, structured, and execution-driven.
• Able to guide teams with authority and credibility.
• Comfortable working under high standards and client scrutiny.

AI-related Experience

Experience with one or more of the following is expected:

• Generative AI and LLM tools such as ChatGPT, Copilot, or Gemini.
• Prompt engineering.
• AI automation for operations.
• AI chatbot implementation.
• AI knowledge base development.
• AI-enabled process automation.
• AI for ticket triage in assist environments.
• AI workflow optimization.
• AI-driven reporting.

Language Requirements

• Local Language:Fluent in reading, writing, and speaking.
• English:Strong professional proficiency in written and spoken English.

Application Process

Interested and qualified candidates can send their CV toFrancis@itechwx.com and a copy to dustin.tran@itechwx.com in the format 'Role+Application+ their name'.