Unit Head - International Atomic Energy Agency

Position and Grade:	Unit Head (P-4)
Organizational Unit:	Service Delivery Unit Customer Services Section Division of Information Technology Department of Management
Duty Station:	Vienna, Austria
Issue Date:	6 April 2011
Application Deadline:	17 May 2011
Type/Duration of Appointment:	Fixed term, 3 years (subject to a probationary period of 1 year)

Organizational Setting

The International Atomic Energy Agency (IAEA) is an independent United Nations organization headquartered in Vienna, Austria, with 151 Member States and a staff of 2300, serving as the global focal point for international cooperation in the safe and peaceful use of nuclear energy. The Division of Information Technology provides support to the IAEA in the field of information and communication technology (ICT), including information systems for technical programmes and management. It is responsible for planning, developing and implementing an ICT strategy, for setting and enforcing common ICT standards throughout the Secretariat and for managing central ICT services. The IAEA's ICT infrastructure comprises state-of-the-art hardware and software platforms located in a central data centre. The Division has implemented an IT service management model based on ITIL (IT Infrastructure Library) and Prince2 (Projects in a Controlled Environment) best practices. The Customer Services Section is responsible for setting standards and the provision of support of the IAEA's desktop computing environment and development of IAEA staff's computing skills. The IT Service Desk serves as the key contact point for users of IAEA's IT services to over 1,700+ internal users, and provides first and second-level support of the IAEA's standard desktop computing environment's hardware and software. In addition, the IT Service Desk provides support to IAEA meeting attendees, Board of Governors members, and General Conference representatives to ensure that these high-profile persons have access to computing services while in the VIC.

Main purpose

Reporting to the Head of the Customer Services Section, the Head of the Services Delivery Unit provides operational leadership in the planning, delivery and improvement of service desk support and IT Training, ensuring an efficient and effective response to IT performance issues and that the service provided is in line with SLAs while maintaining a customer focused approach.

Role

The Head of the Services Delivery Unit is: (1) manager of the IT Service Desk, the Incident and Problem management processes, promoting customer-oriented services, providing leadership and supervision while mentoring and motivating staff of the IT Service Desk, ensuring effective and efficient support delivery; (2) customer service specialist, fostering positive customer relations and partnerships, and acting as communications focal point for service issues; (3) manager of the IT Training activities, overseeing the design of the IT training activities and managing the implementation of the delivery and evaluation of the IT training program; and (4) deputy for Section Head, handling Section/Division-wide programmatic issues and acting as the backup during absences.

Partnerships

The Head of the Services Delivery Unit liaises with users, including delegates of Member States, to ensure IT service delivery issues are addressed in a timely manner. He/she forges close working relationships with counterparts in other Departments and within MTIT for delivery of IT services; service provision is also agreed with VIPs, Member States on-site scientists, and senior level subject matter experts.

Functions / Key Results Expected

Manage, mentor, support and train the Service Desk team including recruiting staff and conducting performance reviews, demonstrating dynamic leadership and promoting a customer focused approach and creating positive working relationships throughout the IAEA. Administer the Service Desk day to day activities effectively planning staff schedules to ensure staff coverage at peak call logging times and ensuring support delivery and continuous service coverage during business hours in accordance with SLAs. Ensure timely user communications for service issues, liaising within MTIT Management and Sections to escalate and resolve issues as necessary, taking full accountability for the escalation of issues that may risk breaching established agreements. Manage and supervise the Incident and Problem Management processes undertaking the analysis of incident statistics, supporting and facilitating the Problem Management identification process including incident trends, major incidents and alerts and the production of the appropriate incident and problem management reports, ensuring communication between Incident, Problem and Change Management processes operate effectively. Administer and maintain the ticketing software (Assyst), ensuring all Incidents are correctly logged and assigned to the relevant support resources and that the incident management process is properly followed, acting as the Major Incident Coordinator in the event of a major incident. Ensure compliance with work processes, working with other MTIT Sections in the preparation of guidelines and procedures for the day-to-day work in order to improve the services and level of quality provided to the customers and users by the Service Desk. Contribute towards a managed workplace supporting the preparation and maintenance of technical information, IT standards (e.g. definition and implementation of the IAEA's standard secured desktop computing software configuration), service policies, and request forms. Supervise IT training activities reviewing the training plans and budget and helping the IT Officer and customers to solve specific training issues ensuring that IT training needs and requirements within the IAEA are met. Manage contracts for subcontracted service delivery (e.g. On-site IT support staff, IAEA's PC and printer maintenance), participating in bid evaluation, contract negotiation, agreeing deliverables and monitoring performance.

Knowledge, Skills and Abilities

Strong team player with excellent verbal and written communication and listening skills and man-management with strong stakeholder and customer relationship management abilities. Ability to interface at all levels within the customer environment to develop relationships and manage problems. In depth technology background with a working knowledge and extensive hands-on experience in desktop operating system maintenance and troubleshooting including installation and support of MS Windows and Office productivity tools. Ability to plan and organise work schedules and coordinate activities to meet work priorities and service levels. Understanding of Incident and Problem Management processes, interpreting service metrics and the result of their production. Good interpersonal skills to deal with customers, colleagues and other technical staff in a courteous and friendly manner; ability to work in a multi-cultural environment with sensitivity and respect for diversity. Knowledge and certification of ITIL and Prince2 desirable.

Education, Experience and Language Skills

University degree in Computer science, information management or related field. At least 7 years of experience in customer care and user support and troubleshooting technical issues in an enterprise environment. At least 5 years of experience managing an IT service desk and staff supervision. Fluency in written and spoken English, and working knowledge of another official IAEA language (Arabic, Chinese, French, Russian or Spanish).

Remuneration

The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at US $67 395 (subject to mandatory deductions for pension contributions and health insurance), a variable post adjustment which currently amounts to US $41 448*, dependency benefits, rental subsidy, education grant, relocation and repatriation expenses; 6 weeks' annual vacation, home leave, pension plan and health insurance. How to apply to the IAEA Complete an Online Application * Subject to change without notice

Applications from qualified women and candidates from developing countries are encouraged Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. Staff members may be assigned to any location. The IAEA retains the discretion not to make any appointment to this vacancy, to make an appointment at a lower grade or to make an appointment with a modified job description or for shorter duration than indicated above. Testing may be part of the recruitment process.