Background

Right to Care Zambia (RTCZ) has been at the forefront of public health innovation since our incorporation in 2016, providing high-impact direct service delivery and technical assistance in partnership with the Ministry of Health. Headquartered in Lusaka, we operate across the country bringing quality healthcare closer to communities.

Guided by our 2026-2030 strategic plan, we are committed to strengthening health systems and improving lives through comprehensive HIV/AIDS prevention, care, and treatment, maternal and child health, and rapid epidemic response. Our integrated approach also includes malaria and TB control, public health research, social behaviour change, laboratory services, pharmaceutical supply chain management, and addressing non-communicable diseases. As we continue to grow, we remain dedicated to excellence, collaboration, and sustainable impact in every community we serve.

Position Details

Position: Systems Support Manager

Location: Lusaka

Number of Vacancies: 01

Contract Type: Fixed Term

Reporting To: Head of IT

Contact Email: Vacancy19@righttocare.org

Date Advertised: 10 September 2026

Closing Date: 15 September 2026

Overall Responsibility

The Systems Support Manager will lead IT infrastructure, network and connectivity support and operations management across RTCZ and supported Ministry of Health and ZAMMSA sites. The role will oversee infrastructure supporting the eLMIS and related supply chain systems, ensure systems availability and service levels, manage security, backups and business continuity, supervise provincial Systems Administrators, and manage vendors, infrastructure projects and related records.

Qualifications and Experience

Minimum Required Qualifications and Experience

A bachelor’s degree from an accredited tertiary institution in a technology-related field.

IT Certifications such as Microsoft and CISCO.

Five (5) years’ job-related experience in IT infrastructure and network support and operations management, with a technology background and a good understanding of technology service management, networks and internet connectivity.

High proficiency in the Microsoft Office suite and other software tools.

Desirable Qualifications and Experience

A postgraduate qualification from an accredited tertiary institution in a technology-related field.

Seven (7) years’ job-related experience in IT infrastructure and network/connectivity support and operations management, including support of health information or supply chain systems such as eLMIS across multiple sites, with a good understanding of technology service management and infrastructure.

Technical and Behavioural Competencies

Selection, Assignment and Development of Subordinates

Leadership

Delegation of Responsibility and Authority

Planning and Execution

Communication

Key Responsibilities

IT Infrastructure Management

Determine the IT infrastructure needs, including network, servers, storage, hardware and connectivity, required to support the eLMIS and related supply chain systems across RTCZ and supported MoH / ZAMMSA sites.

Manage platform operations, including the stability and uptime of medium to large-scale IT infrastructure supporting the eLMIS.

Determine hardware, software and connectivity requirements and provide financial input related to IT infrastructure.

Develop and maintain the strategic direction of the technology infrastructure, ensuring the architecture supports the business strategy and best quality of service.

Organize, manage and lead multiple infrastructure project implementations across central and provincial sites.

Network and Internet Connectivity

Manage and maintain Local Area Networks (LAN), Wide Area Networks (WAN) and internet connectivity that underpin eLMIS availability at central, provincial and facility levels.

Ensure reliable, secure and cost-effective internet connectivity for eLMIS sites, liaising with internet service providers (ISPs) and connectivity vendors.

Monitor network and internet performance, identify issues impacting eLMIS availability and coordinate their timely resolution.

Plan and oversee connectivity upgrades and redundancy to minimise eLMIS downtime.

eLMIS Systems Availability and Support

Direct the continuous and secure operation, administration and maintenance of the infrastructure and connectivity supporting the eLMIS, ensuring ongoing availability to meet business and customer requirements.

Ensure agreed service levels (SLAs) and KPIs for infrastructure and connectivity availability are met and exceeded where possible.

Oversee first-level response, escalation and quality control for infrastructure and connectivity incidents affecting the eLMIS.

Coordinate hardware repairs and equipment support for eLMIS facilities, including remote support tools such as TeamViewer and AnyDesk and the courier/repair system for faulty equipment.

Security, Backup and Business Continuity

Ensure that the most appropriate IT security measures are in place across the infrastructure supporting the eLMIS, including information security and privacy, disaster recovery and business continuity.

Define and execute security programs in policy, network access, data access, privacy, vendor and auditing environments.

Ensure regular backups, disaster-recovery testing and a secure processing environment that protects the integrity and availability of eLMIS data and EHR.

Team Supervision and Administration

Lead, supervise and develop the team of provincial System Administrators, overseeing staff deliverables and performance.

Perform skills transfer and in-house training to System Administrators and the rest of staff.

Lead the development and implementation of standard operating procedures and policies for infrastructure and connectivity management.

Monitor and control the budget in the area of responsibility.

Ensure that daily, weekly and monthly statistics, status reports and reporting aids on infrastructure and connectivity availability are completed and modified to meet the needs of the department.

Vendor, Change and Records Management

Lead infrastructure and connectivity discussions with technical engineers, contractors, ISPs and vendors, and manage related service contracts.

Liaise with relevant governance structures regarding IT infrastructure and connectivity, as well as the management and control of records.

Ensure that changes to the current environment are properly documented and tested before promotion into production; post-production changes should be documented and managed.

• Determine the IT infrastructure needs, including network, servers, storage, hardware and connectivity, required to support the eLMIS and related supply chain systems across RTCZ and supported MoH / ZAMMSA sites.
• Manage platform operations, including the stability and uptime of medium to large-scale IT infrastructure supporting the eLMIS.
• Determine hardware, software and connectivity requirements and provide financial input related to IT infrastructure.
• Develop and maintain the strategic direction of the technology infrastructure, ensuring the architecture supports the business strategy and best quality of service.
• Organize, manage and lead multiple infrastructure project implementations across central and provincial sites.
• Manage and maintain Local Area Networks (LAN), Wide Area Networks (WAN) and internet connectivity that underpin eLMIS availability at central, provincial and facility levels.
• Ensure reliable, secure and cost-effective internet connectivity for eLMIS sites, liaising with internet service providers (ISPs) and connectivity vendors.
• Monitor network and internet performance, identify issues impacting eLMIS availability and coordinate their timely resolution.
• Plan and oversee connectivity upgrades and redundancy to minimise eLMIS downtime.
• Direct the continuous and secure operation, administration and maintenance of the infrastructure and connectivity supporting the eLMIS, ensuring ongoing availability to meet business and customer requirements.
• Ensure agreed service levels (SLAs) and KPIs for infrastructure and connectivity availability are met and exceeded where possible.
• Oversee first-level response, escalation and quality control for infrastructure and connectivity incidents affecting the eLMIS.
• Coordinate hardware repairs and equipment support for eLMIS facilities, including remote support tools such as TeamViewer and AnyDesk and the courier/repair system for faulty equipment.
• Ensure that the most appropriate IT security measures are in place across the infrastructure supporting the eLMIS, including information security and privacy, disaster recovery and business continuity.
• Define and execute security programs in policy, network access, data access, privacy, vendor and auditing environments.
• Ensure regular backups, disaster-recovery testing and a secure processing environment that protects the integrity and availability of eLMIS data and EHR.
• Lead, supervise and develop the team of provincial System Administrators, overseeing staff deliverables and performance.
• Perform skills transfer and in-house training to System Administrators and the rest of staff.
• Lead the development and implementation of standard operating procedures and policies for infrastructure and connectivity management.
• Monitor and control the budget in the area of responsibility.
• Ensure that daily, weekly and monthly statistics, status reports and reporting aids on infrastructure and connectivity availability are completed and modified to meet the needs of the department.
• Lead infrastructure and connectivity discussions with technical engineers, contractors, ISPs and vendors, and manage related service contracts.
• Liaise with relevant governance structures regarding IT infrastructure and connectivity, as well as the management and control of records.
• Ensure that changes to the current environment are properly documented and tested before promotion into production; post-production changes should be documented and managed.

• IT infrastructure and network support and operations management
• Technology service management
• Networks and internet connectivity
• Microsoft Office suite and other software tools
• Leadership
• Planning and Execution
• Communication
• IT security measures
• Information security and privacy
• Disaster recovery and business continuity
• Team supervision and development
• Vendor management
• Change management
• Records management

• Bachelor’s degree from an accredited tertiary institution in a technology-related field.
• IT Certifications such as Microsoft and CISCO.
• Five (5) years’ job-related experience in IT infrastructure and network support and operations management.
• High proficiency in the Microsoft Office suite and other software tools.
• Postgraduate qualification from an accredited tertiary institution in a technology-related field (Desirable).
• Seven (7) years’ job-related experience in IT infrastructure and network/connectivity support and operations management, including support of health information or supply chain systems such as eLMIS across multiple sites (Desirable).