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VN 24/25 ICT Service Desk Manager (Closed)

We do not accept further applications for this role.

In the EUMETSAT matrix organisation, the Information and Communication Technology (ICT) Division is responsible for providing applications and support services regarding Information and Communication Technology to the organisation. The ICT Division is a dynamic team of more than 50 technicians and engineers, which operates, manages, troubleshoots and implements changes to corporate ICT systems, including desktop and mobile IT equipment, SAP, Documentation Management Tool, EUMETSAT web sites and the intranet.

As the ICT Service Desk Manager, you will play a pivotal role in ensuring the smooth operation of our service provision. Your responsibilities will include maintaining service quality and ensuring user satisfaction. With EUMETSAT embarking on an exciting phase marked by multiple upcoming satellite launches, joining our multi-cultural team presents both challenges and opportunities for personal and professional growth.

Duties   

Under the direct supervision of the ICT Service Delivery Manager and working within the matrix structure of the ICT Division, the Service Desk Manager will be responsible for:

  • Operate the Service Desk, including management of a team of 7 technicians.
  • Coordinate and implement IT Incident Management and Change Management processes, adhering to existing Service Level Agreements. Ensure timely communication with users and management, and handle service requests.
  • Provide user support for all IT services and contribute to technical support within the team. Document the team’s technical knowledge.
  • Procure and manage end-user IT equipment (laptops, phones) and shared equipment (corridor printers, meeting room devices). Maintain an up-to-date inventory of ICT equipment.
  • Assist with large deployments of software and devices, including relevant end-user communication.
  • Advise on overall strategies for user support, productivity, roll-out projects, and training needs.
  • Act as a deputy for the ICT Service Delivery Manager.
 

LOCATION

Darmstadt, Germany

QUALIFICATIONS

University degree in computer science or equivalent.

LANGUAGES

The official languages of EUMETSAT are English and French. Candidates must be able to work effectively in English and have some knowledge of French.

DEADLINE

16 September 2024

Duties   

Under the direct supervision of the ICT Service Delivery Manager and working within the matrix structure of the ICT Division, the Service Desk Manager will be responsible for:

  • Operate the Service Desk, including management of a team of 7 technicians.
  • Coordinate and implement IT Incident Management and Change Management processes, adhering to existing Service Level Agreements. Ensure timely communication with users and management, and handle service requests.
  • Provide user support for all IT services and contribute to technical support within the team. Document the team’s technical knowledge.
  • Procure and manage end-user IT equipment (laptops, phones) and shared equipment (corridor printers, meeting room devices). Maintain an up-to-date inventory of ICT equipment.
  • Assist with large deployments of software and devices, including relevant end-user communication.
  • Advise on overall strategies for user support, productivity, roll-out projects, and training needs.
  • Act as a deputy for the ICT Service Delivery Manager.

Skills and Experience

  • Minimum five years experience in managing IT user support and helpdesk teams.
  • Experience in IT system and application user support and administration.
  • Extensive experience in supporting and interacting with demanding stakeholders, customers and users of IT Services.
  • Strong customer focus.
  • Strong interpersonal skills, with proven ability to apply these to interact with management and working within, and across, teams.
  • Flexibility to adapt to changing organisational priorities and user needs.
  • Knowledge of ISO 9000 and ITIL, as well as knowledge and hands-on experience with the following are desirable: Microsoft 365, Atlassian Jira & Confluence.

Employment Conditions

The initial contract will be of 4 years’ duration, with subsequent 5 year contracts being awarded thereafter, subject to individual performance and organisation requirements. There is no limit to the amount of follow-up contracts a staff member can receive up to the EUMETSAT retirement age of 63 and there are certainly opportunities to establish a long career perspective at EUMETSAT. This post is graded A2/A4 on the EUMETSAT salary scales. The minimum basic salary for this post is EURO 7,146.98 per month (net of internal tax but excluding pension contribution and insurances) which may be negotiable on the basis of skills and experience. The salary scale provides for increments on the anniversary of taking up employment, and scales are reviewed by the EUMETSAT Council with effect from 1 January each year. In addition to basic salary, EUMETSAT offers attractive benefits. Further information, including salary details, is available on the EUMETSAT web site.

EUMETSAT is committed to providing an equal opportunities work environment for men and women. Please note that only nationals of EUMETSAT Member States may apply. The EUMETSAT Convention requires that Staff shall be recruited on the basis of their qualifications, account being taken of the international character of EUMETSAT.

About EUMETSAT

EUMETSAT is Europe’s meteorological satellite agency. Its role is to establish and operate meteorological satellites to monitor the weather and climate from space - 24 hours a day, 365 days a year. This information is supplied to the National Meteorological Services of the organisation's Member States in Europe, as well as other users worldwide.

EUMETSAT also operates several Copernicus missions on behalf of the European Union and provide data services to the Copernicus marine and atmospheric services and their users.

As an intergovernmental European Organisation, EUMETSAT has 30 Member States (Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, The Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and the United Kingdom.)

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