Deputy Head Centralized Service Desk
il y a 1 semaine
**Deputy Head Centralized Service Desk
- **Working Location**:Mons, Belgium**
- **Security Clearance**: NATO Secret**
- **Language**:High proficiency level in English language
**EXPERIENCE AND EDUCATION:
**Essential Qualifications/Experience:
- Bachelor's degree at a nationally recognized/certified University in a related discipline and 2 years post-related experience
- 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
- 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)
- Awareness of Project Management techniques
- ITIL Foundation certificate
**DUTIES/ROLE**:
- Provide guidance and perform quality of service reviews for SD operations
- Develop continual service improvement strategy
- Supervise development of Service Desk Staff and standards for operations and static users
- Manage performance improvement initiatives, to enhance service levels and customers' experience;
- Draft all customer communications and develops surveys
- Review service operations analysis and produce reports for senior management
- Participate in Agency CIS project reviews as they relate to customer service operations
- Manage Customers expectations, develop metrics, perform assessment, and implement improvements
- Provide real-time technical expertise to Ops Centre's Duty Control Officers (DCOs), analysts and technicians to maintaining NATO services
- Supervise proper technical execution of Ops Centre procedures and their adequacy in reacting to events and detecting Problems in a timely manner
- Supervise CSD staff's technical actions and performance in fixing or escalating Incidents in a timely manner
- Provide technical guidance to develop operating procedures to be followed by CSD technical staff covering, for example, monitoring and anomaly detection on level 1 services
- Develop and deliver 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
- Provide specialist engineering input to root cause analyses and Agency's lesson learned process
- Provide technical expertise for conducting trend analysis and assessing performance of the NATO services focused on customers and users satisfaction
- Coordinate with proper entities for the collection of network configuration, and proper implementation of approved services
- Identify 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
- Extensive knowledge and expertise in 1st call resolution and troubleshooting of static and operational users dispersed in a wide Area of Responsibility
- Attend committees, internal and external meetings, conferences and working groups as directed
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