IT Service Desk Team Lead

Introduction

The position is located in the Technology Management Services (TMS) Branch within the Information and Technology Management Department (INFOTEC).  INFOTEC provides modern, secure, and reliable IT infrastructure, technologies, applications and services to enable the ILO to effectively use technology to perform its mission.

TMS conceptualizes, delivers, and supports the technology that ILO clients need to work effectively and is focused on reducing risk, enabling mobile and productive staff, and identifying efficient and effective solutions to meet the demands of ILO clients.

The INFOTEC Service Desk is a high-profile function and is often the users' first point of contact with IT services. It is made up of an IT Service Desk Team and an Integrated Resource Information System (ERP) Service Desk Team.

The incumbent will lead and oversee the IT Service Desk function, ensuring that incidents and requests are handled in a timely, effective and client-oriented manner and in accordance with agreed IT procedures. This primarily includes the provision of first-level support to end users at headquarters and second-level support to end users in field offices. The incumbent will supervise the support staff in the IT Service Desk Team.

The position will report to the Service Desk Manager in TMS.

Specific Duties

1. Responsible for the day-to-day management of the frontline IT Service Desk function. This includes coordinating and managing call assignments both within the team and to other parts of INFOTEC as appropriate; ensuring that the IT Service Management system is used effectively by the team and that the diagnosis and triage of users’ issues is undertaken appropriately.

2. Supervise support staff in the team; organize the work, determine priorities, share knowledge and provide instruction and guidance in resolving more complicated issues; monitor and provide regular feedback on performance; encourage and propose training for staff; conduct performance evaluation meetings and ensure timely finalization of performance evaluation exercises.

3. Provide effective frontline line IT assistance to customers in particular where inquiries are beyond the technical knowledge of the other IT Service Desk Team members. Apply crisis management measures to avoid escalation of complaints and problems where appropriate.

4. Represent the IT Service Desk in project teams and meetings with other units within INFOTEC. Facilitate good working relationships amongst members of both Service Desk teams and those in other INFOTEC units to ensure effective communication and common understanding of priorities.

5. Identify and deliver enhancements contributing to the continuous improvement of processes and controls within the team, adopting ITIL best practices where possible. Monitor the level of service delivery in order to identify areas needing attention. Create and improve both intra and inter team work standard operating procedures and work processes to boost service levels to users while maintaining team workload.

6. Develop self-help and user guides for ILO users to help reduce unnecessary direct contact with first, second and third level IT staff. Peer review self-help information and IT-related broadcasts drafted by other IT units

7. Initiate regular reviews of call queues, escalations, quality and accuracy of information recorded by IT staff in incident and problem tickets. Prepare and conduct regular surveys of users to determine effectiveness of IT service delivery. Analyse data and make recommendations for the development of good customer service practices.

8. Plan and organize support availability, vacation and training absences to ensure that the Service Desk is appropriately resourced during Service Desk support hours (08:00 to 18:00 working days). Participate in an out-of-hours system support rotation.

9. Lead the team in maintaining the inventory of computer assets and software licenses for HQ.

10. Perform other relevant duties as assigned.

These specific duties are aligned with the relevant ILO generic job description, which includes the following generic duties:

Generic Duties

1. Create, maintain, update, correct and improve complex solutions. Make recommendations on the acquisition of hardware and software required by the organization. Analyse and provide advice on the information needs of the organization.
2. Recommend standards and their adaptation in order to accommodate the evolution of technologies and the needs of users.
3. Plan, install, administer, maintain and provide user support for LAN and Internet connectivity for smooth operations and effective use of network and communications systems.
4. Resolve functional problems of networks within the organization and in the field. Diagnose user problems and take appropriate corrective action.
5. May lead small project teams consisting of support staff for the implementation of networking, desktop and server activities.
6. Provide assistance to field offices in network-related matters.
7. Evaluate computer hardware and software products; establish their detailed usability and contribute to the preparation of requests for proposals.

Required qualifications

Education

First level university degree in computer science or other related field.   Certification in either ITIL v3 Intermediate or ITIL v4 Managing Professional.

Experience

At least five years of progressively responsible IT experience including at least three years of experience supervising a team of IT support staff in a large organisation supporting 2000+ networked PCs, and an Office 365 implementation.

Experience with multiple Information Technology disciplines (eg. operations, functional design, infrastructure management, project management, information security, information management, web editing, user support, service desk support).

Languages

Excellent command of English or French and a working knowledge of the second language. Knowledge of Spanish would be an advantage.

Competencies

In addition to the ILO core competencies, this position requires:

Technical Competencies

Thorough knowledge of MS Office 365 and other major software packages used by the ILO in order to provide appropriate levels of support. 
Ability to analyse and solve technical and organisational problems while under the pressure of competing demands and priorities.
Ability to plan and organize work, determining work priorities and managing workload effectively.  Ability to determine correct workload priorities for the IT Service Desk Team.
Ability to communicate effectively both orally and in writing.  Ability to give presentations and training.  Ability to produce documentation and reports. 
Up-to-date knowledge of technological advancements, technical specifications, creating standard operating procedures and documenting work flows.
Good level of technical skills, with ability to troubleshoot PC issues with hardware, software, cloud services, identities, and networking.  Good knowledge of the organization’s computing environment including the following:
- overall computer concepts
- hardware and software technologies
- the Internet
- e-mail systems
- servers
- PC/server/network operating systems
- information systems
- analysis of user requirements

 
Behavioural
Develops and maintains productive relationships with internal and external customers.  Ability to see things from the client’s viewpoint.  Excellent inter-personal skills, tact and diplomacy and able to inspire user and employee confidence.  Makes effective decisions under time pressure. Takes responsibility for the outcomes and impact of their decisions.  Adaptability. Responds constructively to a change in agenda or priorities.  Ability to work in a multicultural environment and to demonstrate gender-sensitive and non-discriminatory behaviour and attitudes.