Overview

Manages and leads a team providing first-level support for client queries and routine service requests to support infield verification activities and ensure staff safety. Oversees the operation of a fit-for-purpose infrastructure for the Division.

Tasks Summary

• Manages team and resources for planning, tracking, and delivery of divisional projects.
• Establishes work objectives, monitors workloads, and supports staff development.
• Leads and promotes knowledge sharing and documents business processes.
• Maintains warehouse, receiving area, and workshops.
• Oversees SGTS service management, process monitoring, and performance management.
• Manages escalation and de-escalation of service requests.
• Plans and implements programmatic work with objectives and performance indicators.
• Continuously improves service provision through process reviews.
• Guides, motivates, and coordinates team members.
• Serves as departmental subject matter expert in team's responsibilities.
• Manages internal communication flow.
• Promotes a respectful workplace environment.

Experience Requirements

• Minimum of 7 years of demonstrated accumulated experience in managing ticketing systems for service provision and providing customer support while having a supervisory role or leadership position, preferably in an international environment.
• Demonstrated experience with project management methods and tools (e.g. PRINCE2).
• Professional experience in asset management, transportation, inventory control, collection and analysis of equipment management information required.

Qualification Requirements

• Master's Degree - Advanced university degree in business administration, engineering, logistics, applied science or a related field.
• Bachelor's Degree - University degree in a relevant field with two years of additional relevant working experience may be considered in lieu of an advanced degree.

Other Details

Languages Required: Excellent oral and written command of English.

Languages Preferred: Knowledge of other official IAEA languages (Arabic, Chinese, French, Russian and Spanish) is an asset.

Contract Duration: 36 months

Remuneration: Tax-free annual net base salary starting at US $84672 (subject to mandatory deductions for pension contributions and health insurance), a variable post adjustment which currently amounts to US $ 46146*, dependency benefits, rental subsidy, education grant, relocation and repatriation expenses; Other benefits include 6 weeks' annual leave, home leave travel, pension plan and health insurance.