C002697 Deputy Head Centralized Service Desk (NS) - FRI 24 NOV

<p><strong>Deadline Date: </strong>24-NOV-2023</p><p><strong>Requirement Title: </strong>Deputy Head Centralized Service Desk</p><p><strong>Location: </strong>Mons, BE</p><p><strong>Full time on-site: </strong>Yes</p><p><strong>Specific Working Conditions:</strong> Working in underground secured areas</p><p><strong>Total Scope of the request (hours): </strong>850</p><p><strong>Required Start Date: </strong>1 JAN 2024</p><p><strong>End Contract Date: </strong>31-DEC-2024</p><p><strong>Required Security Clearance: </strong>NATO Secret</p><p><strong>Duties and Role:</strong></p><p>Under the direction of CSD Section Head, the incumbent will perform duties such as the following: </p><ul> <li>Provide guidance and perform quality of service reviews for SD operations; </li> <li>Develop continual service improvement strategy; </li> <li>Supervise development of Service Desk Staff and standards for operations and static users; </li> <li>Manage performance improvement initiatives, to enhance service levels and customers' experience; - Draft all customer communications and develops surveys; </li> <li>Review service operations analysis and produce reports for senior management; </li> <li>Participate in Agency CIS project reviews as they relate to customer service operations; </li> <li>Manage Customers expectations, develop metrics, perform assessment, and implement improvements; </li> <li>Provide real-time technical expertise to Ops Centre's Duty Control Officers (DCOs), analysts and technicians to maintaining NATO services; </li> <li>Supervise proper technical execution of Ops Centre procedures and their adequacy in reacting to events and detecting Problems in a timely manner; </li> <li>Supervise CSD staff's technical actions and performance in fixing or escalating Incidents in a timely manner; </li> <li>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; </li> <li>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; </li> <li>Provide specialist engineering input to root cause analyses and Agency's lesson learned process; </li> <li>Provide technical expertise for conducting trend analysis and assessing performance of the NATO services focused on customers and users satisfaction; </li> <li>Coordinate with proper entities for the collection of network configuration, and proper implementation of approved services; </li> <li>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; </li> <li>Extensive knowledge and expertise in 1st call resolution and troubleshooting of static and operational users dispersed in a wide Area of Responsibility; </li> <li>Attend committees, internal and external meetings, conferences and working groups as directed; </li> <li>ITIL Foundation certificate; </li> <li>Deputize for higher grade staff, if required; </li> <li>Performs other duties as may be required.</li> </ul><p><strong>Requirements</strong></p><p><strong>Skill, Knowledge &amp; Experience:</strong></p> <ul> <li>NATO Secret clearance</li> <li>Bachelor's degree at a nationally recognized/certified University in a related discipline and 2 years post-related experience; </li> <li>Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post; </li> <li>Broad technical knowledge of CIS services, architecture and experience supporting customers utilizing it; </li> <li>Past experience managing a large Service Desk; </li> <li>Experience in managing business processes and workflows. </li> <li>Ability to handle multiple incidents simultaneously while adapting to constantly changing requirements; </li> <li>Capability to manage virtual teams that deliver results across multi-site and international environments; </li> <li>ITIL intermediate Service Operations certified and experienced; </li> <li>Experience in support of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access, WLAN, and iPhones); </li> <li>Awareness of Project Management techniques. </li> </ul>