END USER SERVICES LEAD (GS-6)
COMPLETE JOB OUTLINE
Principal Functions
Under the supervision of the Head, IS Operations, Infrastructure and Support and in accordance with the OPCW’s Core Values of Integrity, Professionalism, Respect for Diversity and Equality, the incumbent performs the following duties;
1. Provision of IT management support:
- Supervises the daily operation of the ICT Service Desk, ensuring that efficient ICT support service is delivered throughout the organisation complying to procedures, rules and service level agreements (SLAs) and acts as focal point for all IT-related service and support requests, assessing incidents and level of priority, assigning them and service requests to individuals of the branch, coordinating with other branch sections, verifying that proper solutions have been implemented;
- Provides technical guidance and direction regarding courses of action, priorities in daily work to the support unit staff, assigning tasks/calls to end-user support staff;
- Monitors resources and calls, plans for systems upgrades and migration;
- Oversees the Service Management tools including the Knowledge Base and ensures that service requests, incidents and problems are recorded and actioned to the agreed standards;
- Plans and organizes the installation and deployment of ICT equipment, in particular workplace equipment (computers, smartphones) ensuring that equipment and software conform to internal standards and are ready for use;
- Plans and organizes the installation and deployment of IT equipment and relevant support for events such as Conferences of States Party, Associate Programs, and Industry Cluster.
- Coordinate with other business units with work that requires multi-disciplinary action, such as user physical moves, security incidents, etc.
2. ICT Technical Documentation:
- Drafts work instructions, operating procedures and SLAs, as required by the organization.
3. Team Supervision:
- Plans, organizes and supervises activities undertaken by the Service Desk Team;
- Supervises, guides, develops and trains staff under his/her supervision, and performs performance appraisal;
- Participates in the recruitment of new staff of the unit, as required.
4. Performs other duties, as required.
RECRUITING PROFILE:
Education (Qualifications):
Essential:
High school diploma or equivalent of higher secondary education.
ITIL Foundation or equivalent service management certification.
Desirable:
IT related certification on Microsoft 365 and Azure Technologies: Microsoft 365 Certified; Modern Desktop Administrator Associate, Microsoft 365 Certified: Teams Administrator Associate, Microsoft 365 Certified: Enterprise Administrator Expert, Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Identity and Access Administrator
Project management certification in Prince2 or PMI.
Experience:
Essential:
A minimum 6 years of experience in information technology and business functional support, of which a minimum of 3 years include user support in a medium-to-large Microsoft 365 based environment; at least 2 of the required years of experience should be in a supervisory role.
Desirable:
Experience with performance metrics (KPI), IT Helpdesk knowledge base and/or self-help applications is an advantage.
Experience deploying and managing IT Service Management tools.
Skills and Abilities (key competencies):
- Proven knowledge of IT Service Management and ICT ServiceDesk Desk best practices;
- Strong skills in Microsoft products and components including Windows, Office, Active Directory. networking, desktop and printing solutions;
- Demonstrated ability to lead others, manage and develop staff, work collaboratively with staff of different levels;
- Demonstrated project management skills;
- Effective verbal and writing communication skills;
- Strong interpersonal client-oriented relations skills, identifies client's needs and matches them to appropriate solutions.
- Experience managing 3rd party contractors;
- Ability to delegate tasks and meet deadlines; and
- Ability to deal with conflict and negotiate resolution in an objective, business-oriented manner.
Language Requirements:
Fluency in English is essential and a good working knowledge of one of the other official languages (Arabic, Chinese, French, Russian, and Spanish) is desirable.
