Regional Technical Leadership and Escalation Support

Job Posting Organization:
Catholic Relief Services (CRS) is the official international humanitarian agency of the Catholic community in the United States. Established to save, protect, and transform lives in need, CRS operates in more than 100 countries, providing assistance without regard to race, religion, or nationality. The organization focuses on various areas including emergency response, health, agriculture, education, microfinance, and peacebuilding. CRS is committed to safeguarding children and vulnerable adults from abuse and exploitation, and it welcomes candidates from diverse backgrounds who share its values and commitment to serving those in need. The agency has a collaborative, mission-driven culture aimed at improving the lives of the poor worldwide, and it employs a significant number of staff across various countries, reflecting its extensive operational reach and commitment to humanitarian work.

Job Overview:
The Regional Technical Leadership and Escalation Support position is designed for an individual who will serve as a subject matter expert and the primary escalation point for unresolved Tier I and Tier II technical support tickets. The role involves providing expert-level diagnostics and troubleshooting across a variety of hardware, software, and infrastructure issues. The successful candidate will assist ICT leadership in coordinating with GKIM and enterprise platform teams on Tier III escalations. This position also entails oversight and coordination of regional ICT support activities, standardizing practices, and ensuring quality support across multiple countries. The candidate will be responsible for managing advanced configurations of cloud-based environments, testing and rolling out system upgrades, and providing recommendations for infrastructure improvements. Additionally, the role includes mentoring junior technicians, assisting with onboarding, and identifying training needs for regional and country program staff. The candidate will also be tasked with documentation, reporting, and ensuring compliance with CRS information security" style="border-bottom: 1px dotted #007bff !important;">security-policies" style="border-bottom: 1px dotted #007bff !important;">security policies and data protection standards.

Duties and Responsibilities:

• Serve as the primary escalation point for unresolved Tier I and Tier II tickets, providing expert-level diagnostics and troubleshooting.
• Assist ICT leadership in coordinating with GKIM and enterprise platform teams on Tier III escalations.
• Standardize practices and ticket triage methods across countries to enhance support quality.
• Document best practices and facilitate knowledge sharing among team members.
• Support advanced configuration of cloud-based environments and assist in testing and rolling out regional system upgrades and security protocols.
• Provide recommendations to ICT leadership for infrastructure improvements.
• Mentor junior technicians through coaching, documentation reviews, and skill-building opportunities.
• Assist with onboarding and orientation for new ICT junior staff.
• Identify training needs of regional/country program staff and work with ICT leadership to plan and implement training. 1
• Develop regional technical guides, FAQ documents, and system checklists. 1
• Compile monthly technical trend analysis and service improvement recommendations. 1
• Ensure compliance with CRS information security policies and data protection standards.

Required Qualifications:
The position requires strong leadership and mentoring abilities within technical teams, high-level troubleshooting and analytical skills across various platforms, and excellent communication and collaboration skills. The candidate should be comfortable managing multiple priorities autonomously and possess proficient knowledge of Microsoft Intune Suite, including device enrollment, policy configuration, Endpoint Security management, and reporting. Strong troubleshooting skills for managing and supporting Windows, macOS, iOS, and Android operating systems independently are essential. A solid understanding of Microsoft 365 administration, SharePoint, Teams, and Azure is also required, along with a good understanding of endpoint security best practices. The candidate must be able to interpret and act on monitoring and diagnostic data to enhance device performance and improve end-user experience. Strong documentation skills are necessary for creating comprehensive knowledge articles and maintaining accurate technical documentation. The ability to manage escalations independently and coordinate effectively with resources is crucial, as is a working knowledge of ITIL best practices.

Educational Background:
A Bachelor's degree in computer science, Information Systems, or a related field is required for this position. This educational background provides the foundational knowledge necessary for understanding complex ICT systems and support processes.

Experience:
Candidates must have a minimum of 5 years of progressive ICT support experience, particularly in multi-country or regional contexts. Proven experience in mentoring ICT teams and handling escalations is essential. Experience with ticketing systems such as ServiceNow, endpoint management, and cloud platforms like Microsoft 365 is also required. Advanced certifications such as CompTIA Network+/Security+, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL Intermediate level are preferred, as they demonstrate a higher level of expertise and commitment to professional development in the ICT field.

Languages:
Fluency in English is mandatory for this position, as it is essential for effective communication within the organization and with external stakeholders. Additional language skills may be beneficial but are not specified as requirements for this role.

Additional Notes:
The position does not have supervisory responsibilities and requires the candidate to be willing and able to travel up to 10%. CRS offers a comprehensive benefits package for U.S.-based staff, including medical, dental, life insurance, vision, and a generous retirement savings plan. For successful candidates employed outside the U.S., benefits packages are based on the country of employment. The agency's work culture is collaborative and mission-driven, focused on improving the lives of the poor globally. The successful candidate is expected to sign and adhere to CRS's Code of Conduct, reflecting the agency's commitment to safeguarding the rights and dignity of all individuals, especially children and vulnerable adults.