Information Systems Officer/Head, User Support

Job Posting Organization:
The position is located within the Office of Information and Communications Technology (OICT) at the United Nations Headquarters in New York. The OICT is responsible for providing technology solutions and support to the UN's operations globally. The organization aims to enhance the efficiency and effectiveness of the UN's operations through innovative technology and communication solutions. The UN, established in 1945, operates in multiple countries and employs thousands of staff members dedicated to various missions, including peacekeeping, humanitarian assistance, and development.

Job Overview:
The Information Systems Officer/Head, User Support position is a critical role within the OICT, specifically in the Operations Support Division (OSD). The incumbent will oversee onsite support operations and serve as the Deputy for the onsite support pillar, ensuring the coordination and oversight of enterprise onsite support services across the UN Headquarters. This position requires a strong technical background in information technology, particularly in desktop administration, server operations, and user support. The incumbent will be responsible for planning, scheduling, and coordinating the work of the support team, providing guidance and training to junior staff, and ensuring that all technical support services are delivered efficiently and effectively. The role also involves liaising with other organizational units to address issues affecting desktop administration and configuration, as well as overseeing software distribution and server operations. The incumbent will be expected to stay updated on technological advancements and implement improvements to existing systems and processes.

Duties and Responsibilities:
The duties and responsibilities of the Information Systems Officer/Head, User Support include:

• Desktop Administration and Configuration: Providing technical assistance and team supervision in desktop administration, planning and coordinating team work, distributing assignments, monitoring progress, and establishing procedures for software distribution.
• Server Operations and Administration: Overseeing server hardware and software installation, configuration, testing, and deployment, ensuring 24x7 operations, and performing complex troubleshooting.
• Service Installation and Support: Supervising installation and support staff, diagnosing and resolving hardware and software issues, and providing training to end-users.
• Procurement and Logistics: Managing logistics operations, ensuring inventory management, and liaising with other units for procurement of supplies.
• Service Coordination: Overseeing service coordination operations, ensuring quality assurance, and acting as the client contact point for OICT services.
• Reporting: Generating workload and performance reports regularly and assisting in the design and improvement of automated systems.
• Other Duties: Performing any other related duties as required by the supervisor.

Required Qualifications:
The position requires a high school diploma or equivalent, with technical certifications in information technology, IT service management, or systems administration being desirable. ITIL 4 Foundation certification or other IT service management certifications are also preferred. The candidate must possess strong technical skills in information technology applications, network maintenance, and user support, demonstrating professionalism and commitment to gender equality in the workplace.

Educational Background:
A high school diploma or equivalent is required for this position. Additional technical qualifications in information technology, IT service management, or related fields are highly desirable. Certifications such as ITIL 4 Foundation are preferred and indicate a candidate's commitment to professional development in IT service management.

Experience:
Candidates must have a minimum of ten (10) years of progressively responsible experience in information technology, end-user support services, IT operations, or infrastructure support. At least five (5) years of experience supervising technical support teams and coordinating enterprise onsite support operations is required. Experience in supporting large-scale client environments and service delivery operations in complex organizational settings is also necessary. Desirable experience includes overseeing multi-disciplinary onsite support functions and familiarity with IT service management frameworks such as ITIL.

Languages:
English is the required working language for this position, with a minimum proficiency level of UN Level II in reading, writing, listening, and speaking. French is considered a desirable language, also requiring a minimum proficiency level of UN Level II. Proficiency in both languages will enhance communication and collaboration within the UN environment.

Additional Notes:
This position is subject to local recruitment, meaning that applicants must be authorized to work for the United Nations in New York. The appointment is for an initial period of one year, with the possibility of extension based on organizational needs. The United Nations emphasizes the importance of diversity and inclusion in its workforce and does not charge any fees during the recruitment process. Candidates under serious consideration will undergo reference checks to verify their qualifications.