• Manage the staff of the Global Service Desk, including motivating the team, recruiting, writing reviews, preparing overall performance evaluations and training; 
  • Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, meantime to repair, cost per call, call avoidance and end-user productivity.  
  • Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes.  
  • Build and maintain relationships with all units within OIMT to ensure that IT-delivered services and end-user productivity goals are understood and exceeded. 
  • Manage and improve adoption of corporate tools by users
  • Oversee team’s participation in the testing of new releases of applications and software 
  • Perform end-user satisfaction surveys and develop action plans to address areas needing improvements ensuring a “user centric” approach. 
  • Advance the use of a knowledge repository (Tier 0) to share information among all levels of IT services and users. 
  • Perform trend analyses, and develop action plans for improving service timeliness and reducing costs. 
  • Prepare cost analyses, budget plans and proposals as needed. 
  • Be an active member of the problem management teams responsible for increased call avoidance and decreased end-user downtime. 
  • Identify end user training requirements and coordinate training for new modules and services 
  • Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services. 
  • Leverage service desk best practices and process frameworks to drive continual process improvement. 
  • Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs. 
  • Ability to make new and useful ideas work
  • Ability to persuade others to follow
  • Ability to improve performance and satisfaction
  • Ability to listen, adapt, persuade and transform
  • Ability to get things done while exercising good judgement.

Specialized knowledge

  • Good working knowledge of enterprise ticketing and requests management systems.
  • Strong working knowledge about the policies, standards and concepts of Service Desk and Incident management to ensure that the work of service desk staff meets the agreed service levels. 
  • Strong working knowledge about the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritization and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
  • Proficiency in drafting and maintaining procedures and documentation for applications support, application enhancements to improve business performance and ensuring that all requests for support are dealt with according to set standards and procedures. 
  • Proficiency in supporting IT systems, operations and support, including ERP systems (preferably PeopleSoft), other applications and technologies.
  • Ability to demonstrate judgment in decision making and identification of opportunities and threats to UNDP in areas of responsibility.
  • Ability to communicate services and applications support related requirements and changes to end users, managers and senior management.
  • Shares knowledge and experience
  • Encourages office staff to share knowledge and contribute to UNDP practice areas
  • Actively works towards continuing personal learning and development in one or more Practice Areas, acts on learning plan and applies newly acquired skills
  • Ability to perform a broad range of specialized activities related to service level management 
  • Good knowledge of UNDP Rules and Regulations and the international standard for service management system (SMS)
  • Ability to support business process improvements for UNDP corporate applications including the Oracle/Peoplesoft (ATLAS) system
  • Focuses on result for the client and responds positively to feedback
  • Consistently approaches work with energy and a positive, constructive attitude
  • Demonstrates openness to change and ability to manage complexity
  • Ability to work on tight deadlines under pressure.
  • Master’s Degree in Information and Communications Technology or Business Administration or related discipline, or Bachelor’s Degree with a minimum of 12 years of specialized relevant experience.  
  • ISO 20000 Service Management System certification is highly desirable.
  • A minimum of 10 years of managing an IT service and support function or a customer service in an environment similar in size and complexity to UNDP (required). Included in the above, 3 or more years of demonstrated in-depth management experience in incident and problem management, organize training and manage resources  with proven troubleshooting skills  (required) 
  • Prior supervisory/managerial experience required
  • Excellent oral and written communication skills in English, knowledge of French or Spanish is desired.

Important information for US Permanent Residents ('Green Card' holders)

Under US immigration law, acceptance of a staff position with UNDP, an international organization, may have significant implications for US Permanent Residents. UNDP advises applicants for all professional level posts that they must relinquish their US Permanent Resident status and accept a G-4 visa, or have submitted a valid application for US citizenship prior to commencement of employment. 

UNDP is not in a position to provide advice or assistance on applying for US citizenship and therefore applicants are advised to seek the advice of competent immigration lawyers regarding any applications.

Applicant information about UNDP rosters

Note: UNDP reserves the right to select one or more candidates from this vacancy announcement.  We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.

Workforce diversity

UNDP is committed to achieving diversity within its workforce, and encourages all qualified applicants, irrespective of gender, nationality, disabilities, sexual orientation, culture, religious and ethnic backgrounds to apply. All applications will be treated in the strictest confidence.

Scam warning

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

 

Contract Duration: 1 Year with possibility for extension

This vacancy is archived.

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