Deputy Head Centralized Service Desk (NATO NCIA)

Mons, Belgium, Sapienza Consulting [AAS5090]

Field(s) of expertise
Business Administration and Finance
Job type

About this job

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


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


  • 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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