IT Service Desk Manager

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Position Title: IT Service Desk Manager
Location: Amman
Country: Jordan
Deadline Date: Not specified

Job Details

Job Posting Organization:
The United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) was established by the UN General Assembly in 194

• Its mission is to provide assistance and protection to approximately 5.8 million registered Palestine refugees across Jordan, Lebanon, Syria, the West Bank, and the Gaza Strip. UNRWA operates as the largest UN operation in the Middle East, employing over 30,000 staff members. The agency's services include education, healthcare, relief and social services, camp infrastructure improvement, microfinance, and emergency assistance. UNRWA is primarily funded through voluntary contributions from UN member states, regional bodies, business foundations, and individual donors. The organization aims to help Palestine refugees achieve their full potential in human development while awaiting a just resolution to their situation. The incumbent of the post will report to the director" style="border-bottom: 1px dotted #007bff !important;">Deputy Director of Digital Impact, Technology, and Innovation Department.

Job Overview:
The IT Service Desk Manager is responsible for leading the operations of the IT Service Desk, ensuring high-quality customer service and availability. This role involves supervising Service Desk staff, managing incident resolution procedures, and developing policies to maintain consistent service levels. The manager will analyze performance metrics, contribute to problem resolution, and liaise with vendors for hardware and software maintenance. Additionally, the role includes managing the lifecycle of end-user devices, coordinating the IT Service Management System, and ensuring compliance with IT policies and standards. The IT Service Desk Manager will also oversee training initiatives for staff and lead the implementation of new technologies, ensuring that the IT service management processes align with best practices such as ITIL.

Duties and Responsibilities:

• Lead IT Service Desk operations, ensuring high customer service quality and availability.
• Supervise Service Desk staff and manage incident resolution procedures.
• Develop and implement policies for consistent service levels and quick resolutions.
• Analyze Service Desk performance and identify areas for improvement.
• Provide hands-on support for escalated issues.
• Liaise with vendors for hardware and software maintenance.
• Manage the lifecycle of end-user devices, including procurement and budgeting.
• Conduct configuration audits for compliance with IT standards.
• Coordinate the design and management of the IT Service Management System. 1
• Maintain a concise Knowledge Base for quick resolution of service disruptions. 1
• Ensure compliance with IT policies and conduct training as needed. 1
• Provide technical supervision to Senior Service Desk officers. 1
• Lead the implementation of new end-user technologies. 1
• Perform other duties as assigned by the supervisor.

Required Qualifications:
Candidates must possess an advanced university degree (master's degree or equivalent) in computer science, information technology, electrical or computer engineering, or a related discipline. Additionally, candidates must have certification in Microsoft 365 Administration or SharePoint Online, project management professional certification (Agile or PMP), and IT Service Management certification such as ITIL Foundation. Experience in implementing IT service management for service desk operations is required, along with the development of policies and guidelines based on ITIL. Advanced cloud administration or security" style="border-bottom: 1px dotted #007bff !important;">security certification (Azure, AWS, etc.) is desirable.

Educational Background:
An advanced university degree (master's degree or equivalent) from an accredited educational institution in computer science, information technology, electrical or computer engineering, or a related discipline is required for this position.

Experience:
Candidates must have at least seven years of progressively responsible and relevant professional work experience in managing service desk support and operations, including supervision of service desk staff. This experience should demonstrate a strong understanding of IT service management and the ability to lead a team effectively.

Languages:
Excellent command of written and spoken English and Arabic is mandatory for this position. Proficiency in both languages is essential for effective communication within the organization and with stakeholders.

Additional Notes:
This position is offered as a Limited Duration Contract (LDC) for a duration of 12 months, with the possibility of extension based on performance and funding availability. The monthly basic salary for this position is JOD 1538.40, with additional benefits including compulsory medical insurance, 30 days of annual leave (pro-rated), and family allowance if applicable. Candidates must reside in Jordan and be within commuting distance of the duty station. The agency will not facilitate work permits, and candidates must have authorization to work in Jordan at the time of application. Preference will be given to registered Palestine refugees and candidates who assist the agency in achieving gender parity. UNRWA encourages applications from qualified candidates with disabilities.