First Level Support Manager

Reports to (role)

• Head of Global Services Support

Purpose of the post

The International Committee of the Red Cross (ICRC) works worldwide to provide humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and at the same time promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

The First-Level Support Manager supervises the overall operations for the ICT Global Service Desk, which is split between Geneva, Belgrade (Serbia) and Bogota (Colombia). The First-Level Support Manager has a key role in representing ICT across the organization. S/he is responsible for ensuring that service level agreements (SLAs) are applied and respected at the global level of the institution. S/he is also responsible for the incident- and request-management processes.

Main duties and responsibilities

• Organizes and is responsible for first-level support operations for global services.
• During major incidents and service interruptions, initiates global communications and ensures they are maintained.
• Ensures local workplace support is provided at headquarters.
• Manages the service window (guichet), which provides personalized support, loans, etc.
• Supervises scheduling of the first-level support shifts providing 24/7 coverage.
• Maintains and improves the knowledge base, in collaboration with project managers, second-level support and the engineering teams.
• Oversees all ICT-related equipment purchasing at headquarters.
• Is responsible for evaluating training needs for the pool of ICT staff specialized in service-desk work and service management.
• Is responsible for ensuring their team´s work is properly integrated with that of the second-level support team.

Scope & Impact

• Work location in Geneva with regular trips to Belgrade and Bogota.
• Support coverage: worldwide.
• Takes part in following up on/checking expenditures fall within the budget (approx. Sfr. 1.5 million).
• Is responsible for the efficiency of the global support.
• Animates global incident supervisor seminars (7 incident supervisors in ICRC operational regions) for continuously improving the global service.
• Manages 30 or more staff members, including a local team leader in Belgrade and staff in Bogota.

Education and experience required

• Professional degree in ICT (technical, service desk, etc.) or related field.
• ITIL certification
• Minimum 10 years´ experience, including a minimum 5 years´ experience as a Service Desk manager
• Experience working in a multinational structure with international exposure, as well as in a multicultural service-desk environment
• Experience in managing big teams, spread globally
• Experience working for a humanitarian organization an asset
• Excellent command of French and English, Spanish being an asset

Additional information

For further details, please contact Pascal Perrot (hiring manager) and/or Aleksandra Popovic (recruiter).

• Location :                           Geneva
• Type of position:                Resident
• Grade                                C2
• Activity rate :                     100%
• Length of assignment :     4 years, extendable
• Estimated start date :        ASAP
• Hiring manager :               Pascal Perrot
• Recruiter :                         Aleksandra Popovic
• Application deadline :    Sunday, 26 August 2018