Tonga: ICS Supervisor

The Information and Communication Services (ICS) Department is seeking to appoint a Country ICS Supervisor based at the Tonga Country Office. This is a permanent, full-time position reporting to the Area ICS Support Manager. This role provides leadership and technical support for Church operations, schools, meetinghouses, missions, temples, and administrative offices within the assigned country. It requires a results-driven, customer-focused, and self-motivated professional who can effectively lead local IT staff, manage competing priorities, and resolve complex technical issues while ensuring compliance with approved Church technology standards, processes, and service expectations. The successful candidate will demonstrate sound judgment, initiative, and professionalism, with the ability to work independently and with minimal supervision. 

• Provide leadership, mentoring, and day-to-day direction to ICS team in Tonga 

• Troubleshoot, prioritise, and resolve customer incidents and service requests using ServiceNow, approved knowledge resources, and escalation processes

• Follow up with customers to ensure issues have been fully resolved, service expectations have been met, and any remaining concerns are addressed.

• Maintain accurate records and timely ticket updates, resolution documentation, and service records within ServiceNow.

• Maintain an accurate inventory of IT assets using the approved Church asset management system

• Deliver technical support for approved technologies across Church operations, schools, meetinghouses, missions, temples, and country office locations.

• Liaise with vendors to secure cost-effective solutions and optimise internet and mobile service delivery.

• Ensure compliance with Church ICS policies, standards, procedures, and security requirements

• Promote knowledge sharing, team development, and a culture of continuous improvement within ICS

• Support local technology projects, country planning initiatives, vendor coordination activities, and other responsibilities as assigned by the Area ICS Support Manager

• Bachelor’s degree in an IT-related discipline such as computer science, information systems, networking, or equivalent relevant experience

• Minimum of 8 years’ job-related experience supporting PC hardware and software, wired and wireless local area networks, internet connectivity, data and voice communication applications

• Excellent written and verbal communication skills in Tongan and English

• Strong customer service focus and ability to work effectively with Church leaders, school leaders, staff, and customers at all levels

• Preferred experience in a windows server environment, providing IT support within the education sector with industry certifications (A+, Network+ and ITIL)

• Proof of legal right to work in Tonga

• A police background check may be required