Senior IT Service Desk Lead

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Description

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Org. Setting and Reporting

UNRWA is a United Nations agency established by the General Assembly in 1949 and is mandated to provide assistance and protection to a population of some 5.8 million registered Palestine refugees. Its mission is to help Palestine refugees in Jordan, Lebanon, Syria, West Bank and the Gaza Strip to achieve their full potential in human development, pending a just solution to their plight. UNRWA’s services encompass education, health care, relief and socialservices, camp infrastructure and improvement, microfinance, and emergency assistance. UNRWA is the largest UN operation in the Middle East with more than 30,000 staff. UNRWA is funded almost entirely by voluntary contributions. If you are looking for a rewarding opportunity to make a tangible difference for one of the most vulnerable communities in the world, UNRWA would like to hear from you. The incumbent of the post reports to the Deputy Director Digital Impact, Technology, and Innovation Department.

Responsibilities

Leads the IT Service Desk operations according to best practices while ensuring high customer service quality and availability, including:

• Supervising all Service Desk staff and ensure end-users receive the appropriate assistance.
• Managing all procedures related to identifying, prioritizing, and resolving incidents.
• Developing, implementing, and overseeing policies and procedures to ensure consistent service levels and quick resolutions.
• Analysing the performance of Service Desk activities and documented resolutions, identifying problem areas, and delivering solutions to enhance quality-of-service.
• Contributing to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Liaising with vendors and other external Agencies regarding hardware and software installation and maintenance activities.
• Ensuring appropriate training initiatives for new and existing staff.

Manages the life cycle for all aspects of Agency end-user standard and non-standard Digital Impact, Technology, and Innovation Department (DITID) devices (hardware, software, licenses, contracts, warranties, and inventories) to improve productivity and minimize costs, including:

• Preparing the needed documents and TORs for any LTA related to software, hardware standards.
• Centralization of the end-user procurement processes.
• Designing and implementing end-to-end lifecycle management process for end-user hardware and software.
• Planning, coordinating and managing the budget for end-user devices.
• Maintaining end-user IT standards.
• Conducting configuration audits to ensure compliance with policies and standards; assists with the ongoing audit of IT assets in the agency; and performs periodic asset discovery and audit tasks.
• Deploying and managing solutions for end-user devices and software, including IT assets, software licenses, and mobile device management solutions.
• Ensuring all relevant IT asset information is reflected in the Configuration Management Database (CMDB).

Coordinates the design, implementation, and management of the IT Service Management System (ITSM) in coordination with the field and HQ department’s internal teams and external service providers, including:

• Producing statistics and management reports for the department’s management team and relevant stakeholders.
• Liaising regularly with Field Office counterparts and relevant department stakeholders to conduct service management evaluation exercises and makes recommendations for continual service improvement plans.
• Develops and maintains standards, policies, procedures, guidelines, achnd tenologies related to IT service management processes based on ITIL, such as Incident, Request Fulfilment, Change, and Problem Management, in coordination with all stakeholders across the Agency.
• Participates in service delivery support activities related to user account management of applications and systems such as Active Directory, Email, and applications, developing tools and templates using Microsoft 365 solutions or similar systems.
• Ensures the concise Knowledge Base is maintained in the ITSM system and made available to users and IT support groups to resolve service disruptions quickly and respond to user queries satisfactorily.
• Complies with IT policies, frameworks and standards, UN best practices, industry standards, and relevant technical guidelines, conducting training to business counterparts and team members as required.
• Provides technical supervision to Senior Service Desk officers in the Fields and manages the agency wide projects related to service desk.
• Leads the implementation of new end-user technologies, including Intune, Azure AD authentication, Secure Access Service Edge, cloud printing and others; designs, implements and manages UNRWA-wide call center.
• Performs other duties as may be assigned by the supervisor.

Education

• An advanced university degree (master’s degree or equivalent) from an accredited educational institution in computer science, information technology, electrical or computer engineering, or a related discipline.

Work Experience

• Seven years of progressively responsible and relevant professional work experience in the management of service desk support and operations, including supervision of service desk staff is required.
• An advanced university degree (master’s degree or equivalent) from an accredited educational institution in computer science, information technology, electrical or computer engineering, or a related discipline is required. Certification in Microsoft 365 Administration or/and SharePoint Online, or other related Microsoft cloud-based systems and applications is required.
• Project management professional certification (Agile or PMP) is required. IT Service Management certification such as ITIL Foundation is required. Experience in the implementation of IT service management for service desk operations, including the development of policies, standards, and guidelines based on ITIL is required.
• Advanced cloud administration or security certification (Azure, AWS, etc.) is desirable. Are you currently residing in Duty station. Please specify your current location. It is required.

Languages

• Excellent command of written and spoken English and Arabic.

Source: https://careers.un.org/jobSearchDescription/248202?language=en

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