Support Centre Team Leader

Job Posting Organization:
The International Atomic Energy Agency (IAEA) is an international organization that works to promote the peaceful use of nuclear energy and to prevent the proliferation of nuclear weapons. Established in 1957, the IAEA has a mission to ensure that nuclear energy is used safely and securely, and it operates in over 180 countries. The organization employs a diverse workforce of professionals dedicated to advancing nuclear science and technology for peaceful purposes, with a focus on safety, security" style="border-bottom: 1px dotted #007bff !important;">security, and non-proliferation.

Job Overview:
The Support Centre Team Leader is responsible for managing a team that provides first-level support for client queries and addresses routine service requests necessary for infield verification activities. This role is crucial in ensuring the safety of the Department of Safeguards staff and the efficient delivery of technical services. The Team Leader will oversee the operation of infrastructure supporting service provision, ensuring that services are timely, accurate, and lean. This position requires a blend of management, technical expertise, and leadership skills to guide the team effectively and to provide subject matter expertise to senior management. The role also involves maintaining accurate records for financial control and ensuring compliance with internal regulations.

Duties and Responsibilities:

• Manage a team of technicians and resources for effective planning and delivery of divisional projects.
• Establish clear work objectives and monitor performance management, supporting staff development and addressing underperformance.
• Lead knowledge sharing within the team and ensure documentation of business processes.
• Maintain the warehouse and relevant workshops to meet customer requirements.
• Oversee service management implementation and performance monitoring, validating user requirements for technical services.
• Manage the escalation of service requests and collaborate with other teams for technical assistance.
• Plan and implement team objectives, milestones, and performance indicators.
• Continuously improve service provision through regular reviews and analyses.
• Guide and motivate team members towards shared goals, resolving conflicts and fostering a productive environment. 1
• Serve as a subject matter expert in asset management and logistics, ensuring effective internal communication and collaboration.

Required Qualifications:
Candidates must possess a Master's Degree in business administration, engineering, logistics, applied science, or a related field. Alternatively, a Bachelor's Degree with two additional years of relevant experience may be considered. A minimum of 7 years of experience in managing service provision and customer support in a supervisory role is required, preferably in an international context. Experience with project management methods and tools, as well as professional experience in asset management and logistics, is essential. Relevant certifications such as IPSAS, ISO 55000, and Lean Management are advantageous.

Educational Background:
A Master's Degree in a relevant field is required, with a Bachelor's Degree considered if accompanied by additional relevant experience. The educational background should ideally include studies in business administration, engineering, logistics, or applied sciences, providing a strong foundation for the technical and managerial aspects of the role.

Experience:
The position requires at least 7 years of demonstrated experience in managing ticketing systems for service provision and customer support, with a focus on supervisory or leadership roles. Experience in project management and asset management is also essential, along with familiarity with international environments and standards.

Languages:
Fluency in English, both oral and written, is mandatory. Knowledge of other official IAEA languages, including Arabic, Chinese, French, Russian, and Spanish, is considered an asset and may enhance a candidate's profile.

Additional Notes:
The IAEA offers a competitive remuneration package, including a tax-free annual net base salary starting at US $84,672, along with a variable post adjustment, dependency benefits, and other allowances. Employees enjoy 6 weeks of annual leave, health insurance, and a pension plan. The organization is committed to diversity and encourages applications from qualified women and candidates from developing countries. The appointment is subject to a satisfactory medical report, and staff members may be assigned to any location as per the IAEA's rotation policy.