We have an outstanding opportunity in our Strategy, Portfolio, Partnerships and Digital (SPPD) Division for an ICT Operations Manager who will be responsible for providing an excellent end-user experience to the Commonwealth Secretariat, giving support across the whole of the business and in both Front and Back-Office functions.
The successful candidate will provide supervision and technical support to the members of the ICT Service Desk Team, ensuring that appropriately skilled resources are in place to meet the required service levels.
Other responsibilities entailed in this role include (but are not limited to):
- Direct involvement in incidents or problems (irrespective of priority) that cause service impact, and acting as an escalation point for when incidents are not resolved in a timely manner;
- Working with the Head of ICT to establish standards and best practices for managing service desk operations, including access rights, desktops, and telephony;
- Managing the rollout and support of desktop devices (including laptops, telephones and printers) and productivity tools (such as Outlook and MS-Office);
- Identifying opportunities to simplify ICT Service Desk operations through continuous improvement initiatives.
To be considered you must have a degree in ICT, IT or a related discipline and hold ITIL Service Delivery Manager qualifications. Candidates must also have seven years’ experience of managing a team, as well as five years of appropriate experience supporting ICT Operations, preferably gained within a medium size organisation. An in-depth knowledge of Microsoft Windows Server and of Active Directory (Design, Security and Administration) is also required.
The Commonwealth is a voluntary association of 54 member governments and provides guidance on policy making, technical assistance and advisory services to Commonwealth member countries. We support governments to help achieve sustainable, inclusive and equitable development.
To join us, you must be a citizen of a Commonwealth country.
Please apply by submitting a CV and cover letter. Covering letters should be structured to address the key criteria required in the person specification, giving clear examples.