Deputy Head Centralized Service Desk

il y a 1 semaine

Mons, Belgique Vector Synergy Temps plein

**Location**:
Mons, Belgium

**Security Clearance**:
NATO Secret

**Reference No**:
C002697 / Mons

**Skills, knowledge, experience required**:

- Bachelor's degree at a nationally recognized/certified University in a related discipline and 2 years post-related experience;
OR
- Broad technical knowledge of CIS services, architecture and experience supporting customers utilizing it;
- Past experience managing a large Service Desk;
- Experience in managing business processes and workflows.
- Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements;
- Capability to manage virtual teams that deliver results across multi-site and international environments;
- ITIL intermediate Service Operations certified and experienced;
- Experience in support of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access, WLAN, and iPhones);
- Extensive knowledge and expertise in 1st call resolution and troubleshooting of static and operational users dispersed in a wide Area of Responsibility;
- Awareness of Project Management techniques;
- ITIL Foundation certificate.

**Duties/role**:

- Performing duties under the direction of CSD Section Head;
- Providing guidance and perform quality of service reviews for SD operations;
- Developing continual service improvement strategy;
- Supervising development of Service Desk Staff and standards for operations and static users;
- Managing performance improvement initiatives, to enhance service levels and customers' experience;
- Drafting all customer communications and developing surveys;
- Reviewing service operations analysis and produce reports for senior management;
- Participating in Agency CIS project reviews as they relate to customer service operations;
- Managing Customers expectations, developing metrics, performing assessment, and implementing improvements;
- Providing real-time technical expertise to Ops Centre's Duty Control Officers (DCOs), analysts and technicians to maintaining NATO services;
- Supervising proper technical execution of Ops Centre procedures and their adequacy in reacting to events and detecting Problems in a timely manner;
- Supervising CSD staff's technical actions and performance in fixingor escalating Incidents in a timely manner;
- Providing technical guidance to develop operating procedures to be followed by CSD technical staff covering, for example, monitoring and anomaly detection on level 1 services;
- Developing and delivering formal technical training on helpdesk tasks for level 1 support services, including NATO HQ and NCIA organisation, to CSD technical staff; would also provide informal and ad hoc training at the appropriate level as required;
- Providing specialist engineering input to root cause analyses and Agency's lesson learned process;
- Providing technical expertise for conducting trend analysis and assessing performance of the NATO services focused on customers and users satisfaction;
- Coordinating with proper entities for the collection of network configuration, and proper implementation of approved services;
- Identifying Problems that need to be escalated to other NCI Agency departments for action requiring specialized expertise, coordination with external agencies/contractors or medium/long term control continuity;
- Attending committees, internal and external meetings, conferences and working groups as directed;
- Deputizing for higher grade staff, if required;
- Performing other duties as may be required.

VECTOR SYNERGY sp. z o.o., ul. Marcelińska 90, 60-324 Poznań, NIP PL7811857270, REGON 301575740, KRS: 0000369575

Rejestr Przedsiębiorców KRS prowadzony przez Sąd Rejonowy Poznań - Nowe Miasto i Wilda w Poznaniu, VIII Wydział Gospodarczy KRS,

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