Senior IT Service Desk Lead (Internals Only), HQA, G17

Org. Setting and Reporting

UNRWA, the largest United Nations operation in the Middle East with over 30,000 staff working across five areas of operation, is looking for highly committed personnel wishing to make a change. 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. Senior IT Service Desk Lead 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: 1. Supervising all Service Desk staff and ensure end-users receive the appropriate assistance. 2. Managing all procedures related to identifying, prioritizing, and resolving incidents. 3. Developing, implementing, and overseeing policies and procedures to ensure consistent service levels and quick resolutions. 4. Analysing the performance of Service Desk activities and documented resolutions, identifying problem areas, and delivering solutions to enhance quality-of-service. 5. Contributing to escalated problem resolution by giving in-person, hands-on support to end-users when necessary. 6. Liaising with vendors and other external Agencies regarding hardware and software installation and maintenance activities. 7. 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: 1. Preparing the needed documents and TORs for any LTA related to software, hardware standards. 2. Centralization of the end-user procurement processes. 3. Designing and implementing end-to-end lifecycle management process for end-user hardware and software. 4. Planning, coordinating and managing the budget for end-user devices. 5. Maintaining end-user IT standards. 6. Participating in the preparation and evaluation of the Agency-wide end-user IT hardware and software tenders. 7. 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. 8. Deploying and managing solutions for end-user devices and software, including IT assets, software licenses, and mobile device management solutions. 9. 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: 1. Producing statistics and management reports for the department’s management team and relevant stakeholders. 2. 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, and technologies 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 centre.

Competencies

UN Core Values of Integrity, Professionalism and Respect for Diversity, and Core Competencies of Communication, Working with People and Drive for Results apply by default. - Leading and Supervising - Learning and Researching - Relating and Networking - Planning and Organizing - Following Instructions and Procedures For guidance on how to prepare for competency-based interviews: https://careers.un.org/lbw/home.aspx?viewtype=AYI

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.

Job - Specific Qualification

Not available.

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 are 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. 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. 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.

Assessment

Evaluation of qualified candidates may include an assessment exercise which may be followed by competency-based interview.

Special Notice

Type of Contract: Fixed Term Appointment Contract Type: Fixed Term Appointment for 3 years; including 1 year probation period, with the possibility of further extension, subject to the availability of funds, satisfactory performance, and continuing need. Grade and Salary: Grade 17 Monthly basic salary JD 1156.60 plus special occupational allowance (SOA) of 69.90% of the basic salary (SOA may change from time to time). Other benefits: Other benefits include monthly Provident Fund contribution (15.4% of basic salary paid by the Agency), compulsory medical insurance, 30 days of annual leave, and dependency allowance (if applicable). This vacancy notice is open to internal candidates ONLY. Only candidates residing in Jordan, and within commuting distance of the duty station with authorization to work in the duty station at the time of application are eligible to apply. The Agency will not assume responsibility or accountability to support or facilitate the issuance of work permit in Jordan, and without a valid work permit, the appointment may be rescinded. Preference will be given to registered Palestine refugees and candidates assisting the Agency to meet its commitment to gender parity. UNRWA welcomes applications from qualified candidates with disabilities. A roster may be created from the selection exercise, and successful candidates may become eligible for appointment to the same post or a similar post. Only applications that have been fully completed in UNRWA’s online e-recruitment system inspira will be considered and no late applications will be accepted. The PHP should be completed with full relevant work experience under the experience tabs as per the requirements in the Job Opening. All acquired university degrees must also be stated, if applicable. Applicants applying to positions for Grades 12 to 20 or LDC Bands E to H must submit a cover letter/motivational statement in order to be considered. Additionally, providing incorrect or misleading information on an application will result in the immediate disqualification of a candidate. For UNRWA internal staff, they are required to specify and include their current UNRWA grade level. To do so applicants should select under “Category” RLG, scroll down to see all categories, then select their local grade. Equivalency: Equivalency may apply for this post. NB: Work experience alone or formal qualifications with no relevant work experience are not considered an acceptable combination. Advertisements published only in English will only accept applications in English, and Arabic submissions will not be considered. The Agency may disqualify applicants whose name appears on the UN Sanctions List or a UN database of staff separated for reason of misconduct or of staff who separated whilst misconduct processes were pending. UNRWA shares investigation and misconduct information with other UN Agencies, and past and prospective employers, about staff members who have been separated for misconduct, or who have separated whilst an investigation and/or disciplinary process for misconduct is underway; and such persons may be prohibited from employment with the United Nations. The Agency will immediately disqualify applicants who are ineligible for any reason in accordance with the Agency regulatory framework. UNRWA is funded almost entirely by voluntary contributions from UN member states, regional bodies, business foundations and individual contributions. The mission of UNRWA is to help Palestine refugees achieve their full potential in human development under the difficult circumstances in which they live. For more details on UNRWA, please visit: https://www.unrwa.org/

United Nations Considerations

Staff members are subject to the authority of the Commissioner-General of UNRWA and to assignment by him or her. UNRWA is committed to achieving gender parity at all levels of staffing under the current UN-wide gender agenda and strongly encourages applications from qualified applicants from under-represented groups. At UNRWA, the paramount consideration in the recruitment and employment of staff is the necessity of securing the highest standards of efficiency, competence and integrity, with due regard to geographic diversity. All employment decisions are made on the basis of qualifications and organizational needs. UNRWA is committed to creating a diverse and inclusive environment of mutual respect. Reasonable accommodation for applicants with disabilities may be provided to support participation in the recruitment process when requested and indicated in the application. UNRWA Considerations UNRWA staff are expected to uphold the highest standards of efficiency, competence, neutrality, impartiality and integrity. This includes respect for and commitment to human rights, diversity and non-violent means of dealing with all kinds of conflict. Only persons who fully and unconditionally commit to these values should consider applying for UNRWA jobs. Candidates will not be considered for employment with UNRWA if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. Candidates who have committed crimes other than minor traffic offences may not be considered for employment. The Agency may disqualify applicants who have separated for reason of misconduct, who left a UN Agency while misconduct processes were pending, or who appear on the UN Sanctions List. UNRWA is a non-smoking work environment. Applicants are urged to follow carefully all instructions available in the online recruitment platform, inspira. For more detailed guidance, applicants may refer to the Manual for the Applicant, which can be accessed by clicking on “Manuals” hyper-link on the upper right side of the inspira account-holder homepage. The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the evaluation criteria of the job opening and the applicable internal legislations of the United Nations including the Charter of the United Nations, resolutions of the General Assembly, the Staff Regulations and Rules, administrative issuances and guidelines. Applicants must provide complete and accurate information pertaining to their personal profile and qualifications according to the instructions provided in inspira to be considered for the current job opening. No amendment, addition, deletion, revision or modification shall be made to applications that have been submitted. Candidates under serious consideration for selection will be subject to reference checks to verify the information provided in the application. Job openings advertised on the Careers Portal will be removed at 11:59 p.m. (New York time) on the deadline date.

No Fee

THE UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA) DOES NOT CHARGE A FEE OR REQUEST MONEY FROM CANDIDATES AT ANY STAGE OF THE RECRUITMENT AND ONBOARDING PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING, ONBOARDING). UNRWA DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.