Help Desk Supervisor

CTG Overview

• CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions. With past performance in 17 countries – from the Middle East, Africa, Europe, and Asia, we have placed more than 20,000 staff all over the world since operations began in 2006.
• CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects, from cleaners to obstetricians, and mechanics to infection specialists, we’re skilled in emergency response to crises such as the Ebola outbreak in West Africa. Key to successful project delivery is the ability to mobilise at speed; CTG can source and deploy anyone, anywhere, in less than 2 weeks and have done so in 48 hours on a number of occasions.
• Through our efficient and agile HR, logistical and operational services, CTG saves multilateral organisations time and money. We handle all our clients’ HR related issues, so they are free to focus on their core services.
• Visit www.ctg.org to find out more

Overview of Position

• CTG is looking for qualified candidates for the below mentioned TOR.

Role Objectives

• Help Supervisors shall have significant telecommunications & computing expertise in addition to service management experience & qualifications & be exclusively dedicated to this service. They will also be provided with additional technical on site workshop from the UN & will be validated upon successful completion of the workshop. Furthermore, additional responsibilities are required from the designated Help Desk Supervisors as listed here below:
• Manage the overall help desk activities.
• Act as the further escalation point for the supervisors.
• Report to UN management on any issues that could have significant impact on service delivery.
• Represent the help desk on the meetings when needed.
• Attend change management board meeting if required.
• Attend service revision periodical meetings with SGITT senior management, discuss new business needs & technology solutions & adapt as needed to meet the business needs.
• Take overall responsibility for the incidents & request for service handled by help desk.
• Arrange staff awareness sessions.
• Revise & approve all the documents provided by the tier 2 support sections that have to be followed by the help desk.
• Prepare and handle on a timely basis required service reports.
• Manage the shift based staffing schedule & act as a SD Agent when needed.
• Act as escalation point in the case of controversial & difficult calls.
• Identify knowledge gaps in Help Desk Agents so that they can be fulfilled as soon as possible either internally or with tier 2 teams support.
• Act as the Help Desk Head during his / her absence.
• Liaise with the UN senior management & attend service revision periodical meetings with UN senior management if required.

Project Reporting

• This role reports to the line manager.

Key Competencies

• Significant telecommunications & computing expertise in addition to service management experience (min 5 years).
• Sound project management experience (min 5 years) with a proven track record.
• Excellent consulting skills in terms of managing client expectations, being tenacious & inquisitive, proactive & a ‘can do’ attitude.
• Considerable experience in ICT project methodologies, tools & methods.
• Experience in a recognized project management methodology, ITIL, PMP, PRINCE2, etc.
• Good interpersonal, communications, organizational skills & people management abilities & techniques.
• Coordinate meetings with end users & work closely with the project owners, users, functional & technical teams.
• Manage issues, risks, etc.
• Create high quality project documents, charts & reporting.

Team Management

• This role has no team management responsability.

Further information

• Qualified female candidates are encouraged to apply for this role.