ORGANIZATIONAL CONTEXT
Under the direct supervision of the Deputy Director, Customer Support, the incumbent will organize and oversee the operations of the Service Desk and its integration into the overall support structure, including the following processes:
- Event management and the implementation of alert management.
- Incident management.
- Problem management.
- Access management.
- Request fulfilment (including self-service).
- Technical knowledge management as is relevant to level 1 support procedures as well as the maintenance of an updated KEDB (Known Error Database).
The incumbent will directly supervise:
- The Service Desk Officer(s) (P3) and delegate important tasks regarding the planning, running and supervision of support tasks to this role.
- The ICT Associate (Service Desk Analyst) to review performance metrics and target areas of improvement as needed.
The principal lateral relationships for the position are to:
- The Senior Cross Functional Officer.
- The Head of ICT Field Operations.
- The various leads of the higher level support groups, especially:
o ICT Operations
o Application Support
- Partners and managed service providers.
FUNCTIONAL STATEMENT
Accountability
The incumbent will manage the four hubs of the Service Desk and be accountable for:
- The efficient provision of level 1 ICT support is monitored by meeting Service Level Agreements (SLAs) associated with the service.
- First diagnoses of customer issues and the proper routing of incidents to higher level support groups is accurately conducted.
- Higher level support groups within DIST and the other divisions as well as managed service providers are effectively coordinated in order to meet SLAs for all services.
Responsibility
- Oversee the ICT policies pertinent to the support process and work with ICT management to ensure that these policies are up to date for each service.
- Review and keep updated the process definitions and relevant templates of the incident and problem management processes, including specific ones for major incidents.
- Define, implement, monitor and meet appropriate SLAs for the services provided.
- Ensure that partners and managed service providers adhere to UNHCR's ICT standards, policies, processes and service level agreements.
- Plan specific activities and workload for each hub.
- Review service delivery performance indicators and adjustments to keep within SLAs.
- Update policies, processes and the technical knowledge base.
- Update the matrix of key terms used by Service Desk analysts to route incidents to high level support groups.
- Plan for the proper support around new releases and deployments.
- Coordinate support activities associated with significant changes.
- Review the outcomes of pilot projects and rollouts from a support perspective.
- Review the skill set of Service Desk staff and arranging training as appropriate.
- Review the ITSM tools in use and making changes and adjustments as needed.
- Review all-staff broadcasts to ensure requestor and content are consistent with policy.
- Maintain an updated escalation matrix for all support groups.
- Critically review processes and procedures and suggest improvements.
- Create, edit, organize and manage technical documentation.
- Devise effective support structures for change conditions as well as steady state ones.
Authority
- Direct the customer support process starting with the Service Desk and up to specialized or vendor support.
- Oversee the compliance of external parties especially managed service providers or software development partners with UNHCR's standard policies and processes in the customer support area.
ESSENTIAL MINIMUM QUALIFICATIONS AND PROFESSIONAL EXPERIENCE REQUIRED
- University degree in ICT or related subject.
- Certification in ITIL or other ICT Governance framework.
- A minimum of 12 years (10 years with advanced university degree) ICT experience with at least 6 years recent experience managing a Service Desk or similar support group.
- Proven experience building and successfully leading a team.
- Experience with market-leading ICT Service Management tools, especially ITSM (IT Service Management) suites.
- Experience managing ICT projects to completion, learning from issues and incorporating improvements in future efforts.
- Experience communicating effectively with technical and non-technical teams.
- Experience managing internal as well as external resources, such as vendors and managed service providers.
- Experience tracking and managing risk at various stages of ICT projects, especially in the context of new releases or major deployments.
- Fluent in written and spoken English.
DESIRABLE QUALIFICATIONS & COMPETENCIES
- Familiarity with service management tools such as LANDesk Service Desk, LANDesk Management Suite, Remedy, ServiceNow or similar.
- Knowledge of UNHCR's technical and operational environments, especially knowledge of Microsoft desktop and data center technologies (Windows OS versions 7+, Microsoft Office suite, Microsoft Exchange, Active Directory, Windows Server 2008+, Hyper-V or similar virtualization technologies).
- Experience with ERP (Enterprise Resource Planning Software) and CRM (Customer Relationship Management) software.
- Awareness of systems used in refugee registration and case management.
- Track record of creating, managing technical documentation.
- Working knowledge of any other UN language, especially French or Arabic.