Information Systems Officer (Head of Service Desk), P3

Overview

Information Systems Officer (Head of Service Desk) to lead Service Desk functions, oversee automation, and provide specialized advice to users.

Key Responsibilities

• Lead the Service Desk functions as a centralized system of record for intake, triage, queue management, routing, escalation, knowledge base and reporting.
• Oversee automation of standard request and incident workflows.
• Provides specialized advice to users, analyzing users' requirements and translating these into new applications.
• Evaluate and implement ServiceNow capabilities, integrations, and automation opportunities.
• Monitor ticket trends, backlog aging, and service performance indicators.
• Maintains a configuration management database and inventory of endpoints and installed software assets.
• Support platform governance and connected tools.
• Coordinate testing and validation of enhancements, automations, and new modules.
• Escalate incidents according to defined operational and cybersecurity procedures.
• Drive self-service adoption through knowledge articles and self-service content.
• Assists in developing disaster recovery plans.
• Researches, analyzes and evaluates new technologies.
• Participates in writing reports and papers on systems-related topics.
• Supervise that all Service Desk interactions are logged, also assigns, diagnoses and resolves technical hardware and software issues.
• Promote self-service adoption and clear user communication.
• Serves as coordinator in the development of Service Level Agreements (SLAs).
• Monitor vendor performance for service desk-related services and tools.
• Provides guidance to, and supervises, staff and consultants.
• Ensures service desk processes are standardized, well documented and aligned with broader IT operating model and governance requirements.
• Review service desk metrics regularly and present data-driven recommendations to management.
• Serves as Level 1.5 support between Service Desk and Infrastructure as well as other fulfilling teams.
• Provides expert level support for M365, Device Management, network connectivity and user management.
• Performs other duties as requested.

Required Experience

A minimum of five years of progressively responsible experience in planning, design, troubleshooting, implementation and maintenance of computer information systems for an IT Service Desk or Service Delivery functions are required. This should include demonstrated experience in managing IT Service Desk/Service Delivery functions for a team. Demonstrated experience with industry standard IT Service Management (ITSM) tools with a minimum Intermediate level ITIL certification is required. Experience driving automation and process improvement, such as workflow standardization, self-service enablement, queue automation, and reduced manual handling, is required. Experience in developing SOPs and Knowledge Articles, ability to analyze service metrics and produce data-driven recommendations, including trends, backlog, SLAs performance, and improvement actions for management, is required. Experience in supporting or managing desktop applications, including deployment of solutions like M365 products, VPN, VDI, Remote Support, eSignature, and Multi Factor Authentication (MFA), is required. Strong technical expertise in M365 services and Service Desk delegated administrative roles is required. Demonstrated experience with provisioning and de-provisioning of users and endpoint devices, account management, identity management, device imaging as well as endpoint and mobile device management, is required. Experience supporting UN systems, Conference Room technologies and financial applications/tools are desirable. Experience in Project Management and certification in relevant courses or program are desirable. Experience in ISO/IEC 20000 standards for IT Service Management is desirable.

Qualifications

Advanced university degree (Master’s degree or equivalent) in computer science, information systems, mathematics, statistics or related field. A first-level university degree in combination with qualifying experience may be accepted in lieu of the advanced university degree.

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