Kyagalanyi Coffee
The IT Officer works in partnership with business and technology stakeholders to deliver IT services and support to business users within their designated region.
The role reports into the Global Service Delivery Manager and forms part of the overall Technology Services team, which is globally distributed to reflect ED&F Man Commodities’ and local/local Business operations.
The role should consider business first and acts as the liaison between Technology and the local business stakeholders for all IT related matters.
This role will be working for Kyagalanyi Coffee Limited, Volcafe’s company in Uganda
Key Accountabilities
1. IT Support – utilising approved support channels, act as primary face to face contact and as a point of escalation for all IT related matters, including but not exclusive to infrastructure, network/connectivity, user endpoints, peripherals & applications.
• Take ownership to ensure all IT related matters are satisfactorily resolved or concluded.
- Day-to-day management of workload and resources for effective fulfilment of responsibilities.
- Service Delivery – act as the technical lead on behalf of the Business.
- Business Awareness – maintain awareness of business strategies, plans and actions.
- Business / relationships / representation – maintain effective working relationships, representing local business/IT as required.
- Roadmap – ensure technical roadmap remains aligned with business requirements and milestones achieved.
- Service reporting – conduct regular reporting to demonstrate IT related activity (usage, trends, spend) and proactively use information to recommend and deliver improvements.
- Education/awareness/training – deliver or facilitate training as required for users throughout their lifecycle, i.e. onboarding, new technologies.
4. Finance Management
- Budget – delivery of effective IT budgeting and forecasting, planning, adherence and reporting.
- Value – ensure cost effectiveness and optimisation across IT related activities.
- Procurement – collaborate with Technology stakeholders to procure in the most cost-effective manner possible.
- Business Systems – act as local technology representative in relation to all local business systems, including but not exclusive to ERP, CRM, Weighbridge/Scales, CCTV.
- Asset Management – ownership & management of all local technology assets throughout their lifecycle, from budget/purchasing through to retirement/decommissioning.
- Maintenance – conduct ad-hoc and planned / scheduled activities to ensure the optimisation of technology assets & resources. Undertake regular visits across local sites as required.
- Major Incident / Business Continuity – during critical business outage or disruptions, act as lead and/or member of Major Incident team as required to effectively meet desired outcomes (continuity, minimised disruption/downtime, effective communication).
- Security -act as the champion for all IT Security related activities & initiatives.
- Proactively ensure compliance and work with stakeholders to address gaps.
- Policies – ensure adherence and championing of applicable (local & global) policies and procedures.
- Standards – operate to defined global Technology standards.
- Vendor contracts and delivery – robustly manage 3rd party vendors & suppliers throughout their lifecycle of engagement.
Performance management – ensure 3rd party contracts and SLAs are consistently reviewed for value and service targets achieved. - Projects – undertake and/or participate in IT related projects as required to ensure successful delivery.
- Logistics – manage logistics and resources available to ensure effective, timely and cost-effective delivery of activities.
- Continual service improvement – apply a continual improvement mindset to all aspects of IT, ensuring continued value to the business. Factors to consider include:
- Continuity / risk reduction
- Key performance indicators – support achievement of operational targets
- Employee / end-user digital experience – constant drive to improve the use and experience of technology.
- Service perception – work with stakeholders to provide feedback and execute plans & initiatives for improvement.
- Data / information / knowledge – make effective use of data assets to underpin effective operations.
QUALIFICATIONS
1. Education – University graduate with relevant degree within a computing discipline.
Skills and Experience
a. Essential
i. Fluency in English is required.
ii. Excellent communication skills with a strong customer service focus and the ability
to work independently and within a team.
ii. Minimum of 3 years’ experience working in an IT Service Desk/support function in
an organization of comparable size, complexity and volume.
iv. Proven experience of performing a customer-facing role responsible for delivering
high quality and time-critical services.
v. Demonstrable ability to prioritise, multi-task and consistently deliver high-quality work.
vi. Effective communication (verbal & written) and confident interpersonal skills. vii. Driven to achieve successful outcomes for stakeholders (customer, self, peers, the business and 3rd parties).
vili. Strong experience supporting Windows desktop operating systems, Microsoft Office (M365) and endpoint management tools including patch management, anti-malware and imaging.
ix. Solid knowledge of PC hardware, software and peripherals
x. Understanding of Transmission Control and Internet Protocol (TCP/IP) networking principles and general connectivity troubleshooting.
xi. Experience using remote support tools and service management systems to
manage and resolve support tickets.
xii. Experience supporting iOS and Android mobile devices, with basic knowledge of IP-
based telephone systems.
xili. Strong problem-solving, organisational and multitasking skills with the ability to prioritise work in a fast-paced environment.
xiv. Flexible approach to working hours, including availability outside core business hours when required.
xV. Experience utilising ITIL aligned service/ticket management tools, i.e., HaloITSM or similar.
xvi. Proven history of self-development and learning.
xvii. Understanding of and experience of using ITIL processes for incident and problem management.
b. Desirable
i. Experience administrating user records via Active Directory, objects in M365 and troubleshooting Citrix sessions.
ii. Experience working and troubleshooting Windows11 devices and setting up mobile devices via Mobile Device Management solutions.
iii. Holder of current technical certifications, e.g. CompTIA A+, Microsoft Fundamentals.
iv. Holder of ITIL Foundation v4 certificate.
We recognise that talent comes in many forms, and we value potential just as much as experience. If this role excites you but you don’t meet every requirement, we still encourage you to apply.
Location: Namanve
1Application Deadline: 2nd June 2026
How to Apply:
Send your application to
recruitment_uganda@volcafe.com with the subject line: IT
Officer – Kampala, Namanve.
Please note:
- Only online applications will be accepted.
- Due to the high volume of applications, only shortlisted candidates will be contacted.
