About this job

Sapienza Consulting is recruiting a Deputy Head Centralized Service Desk to work at NATO NCIA in Mons, Belgium.

Responsibilities

Under CSD Section Head, incumbent will perform duties such as:

• 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 the 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 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 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 NATO services focused on customers and users satisfaction
• Coordinate with the proper entities for 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
• Other duties related to the incumbent’s skills, knowledge and experience as directed
• ITIL Foundation certificate
• Deputize for higher grade staff
• Performs other duties as may be required

Profile

• Required Security Clearance: NATO Secret
• Master of Science (MSc) degree at a nationally recognised/certified University and 2 years post-related experience
• Or Bachelor of Science (BSc) degree at nationally recognised/certified University in related subject and 4 years post related experience
• Or exceptionally, lack of university/college degree may be compensated by demonstration of candidate’s particular abilities or experience that is/are of interest to NCI Agency; that is, at least 10 years extensive and progressive expertise in duties related to function of post
• Broad technical knowledge of CIS services, architecture and experience supporting customers utilizing it
• Past experience managing 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
• Experience in support of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access, WLAN, and iPhones)
• Awareness of Project Management techniques

Desirable Experience and Education:

• ITIL intermediate Continual Service Improvement
• Awareness of Project Management techniques
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT

Candidates must be eligible to work in the EU

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