Save the Children is the world’s leading independent organisation for children. We work in 120 countries. We save children’s lives; we fight for their rights; we help them fulfil their potential.
We work together, with our partners, to inspire breakthroughs in the way the world treats children and to achieve immediate and lasting change in their lives.
We have over two million supporters worldwide and raised 1.6 billion dollars last year to reach more children than ever before, through programmes in health, nutrition, education, protection and child rights, also in times of humanitarian crises.
By mid-2013 most of our international programmes will be delivered through a merged operation with 14 000 staff, managed through seven regional hubs and reporting to a relatively small, central office. We’re changing to become more efficient, more aligned, a better partner, a stronger advocate, a magnet for world-class p eople and relevant for the 21st century.
The role
The Global IT User Support Manager is responsible for the day-to-day management and development of IT User Support services within Save the Children International ( SCI).
The SCI IT team is organised into a series of global HQ role, regional leadership roles and a network of approximately 125 country-based IT staff across Africa, Middle East/Eurasia, Asia and Latin / Central America. This organisation supports approximately 12,000 IT users around the world.
Local country staff provides ‘first point of user support’, with regional and global leaders providing levels of escalation as required. In Global HQ, where there are approximately 150 senior IT users, first point of IT support is provided by a third party supplier. Global and regional IT leaders are responsible for setting strategy, defining high level action plans and managing the IT relationships with senior stakeholders and managing the larger third party IT suppliers, whilst supporting country office staff throughout implementation.
Using industry standard IT service management methodologies, the Global IT User Support Manager will work within the Global IT Operations team to ensure all IT users within SCI receive high quality and cost-efficient IT service support. This will include driving an IT User Support Strategy, covering all the key ‘User productivity tools’, such as user devices, smartphones, tablets, email, videoconferencing and social media tools.
Qualifications and experience
Essential
• Excellent knowledge of current IT Service Management methodologies, desktop applications, operating systems, internet / intranet and standards. Preferably qualified to a recognised industry standard.
• At least two years relevant experience incorporating the majority of the functions detailed in this job description.
• Proven ability to manage a team of user support personnel providing 1st Line service desk and 2nd Line desk side support to users.
• Experience of communicating technical issues to a multi-cultural, multi-functional audience.
• Ability to evaluate, recommend and implement timely, essential improvements to existing User Support structures
• Exceptional planning and organisational skills with ability to clearly communicate technical issues to a wide audience.
• Good knowledge / experience in ITIL processes. Preferably ITIL version 3 qualified.
• Excellent written and spoken English. Other languages could be a distinct advantage.
• The successful candidate will be an experienced IT User Support professional with in depth experience of installing, maintaining and supporting IT user tools
• Effective communication skills, both written and verbal, as well as demonstrated technical support skills will be vital to ensure the demands of the business are met.
Due to the nature of this position and the varied level of customers served by the team an exceptional communicator in terms of tact, diplomacy, verbal and written skills will be required to fulfil this role. Characteristics will include:
• excellent interpersonal skills with the ability to communicate effectively at all levels in a variety of situations
• credibility and the ability to establish confidence and respect – both internally and externally the ability to work under pressure and deal effectively with crisis situations involving loss of availability of business applications
• sound judgement, integrity, tact and discretion
• a hands-on mentality, with the ability to get into detail as necessary while at the same time retaining sight of the big picture
• innovative and creative in problem solving
• a team player with a pro-active and positive attitude
• enthusiastic, high energy level and drive, well-motivated, a self-starter
• a good sense of humour
We need to keep children safe so our selection process reflects our commitment to the protection of children from abuse.
Please note that the closing date for applications is 19th February 2013
For further information on this role, please see our website at www.savethechildren.net/jobs
We work together, with our partners, to inspire breakthroughs in the way the world treats children and to achieve immediate and lasting change in their lives.
We have over two million supporters worldwide and raised 1.6 billion dollars last year to reach more children than ever before, through programmes in health, nutrition, education, protection and child rights, also in times of humanitarian crises.
By mid-2013 most of our international programmes will be delivered through a merged operation with 14 000 staff, managed through seven regional hubs and reporting to a relatively small, central office. We’re changing to become more efficient, more aligned, a better partner, a stronger advocate, a magnet for world-class p eople and relevant for the 21st century.
The role
The Global IT User Support Manager is responsible for the day-to-day management and development of IT User Support services within Save the Children International ( SCI).
The SCI IT team is organised into a series of global HQ role, regional leadership roles and a network of approximately 125 country-based IT staff across Africa, Middle East/Eurasia, Asia and Latin / Central America. This organisation supports approximately 12,000 IT users around the world.
Local country staff provides ‘first point of user support’, with regional and global leaders providing levels of escalation as required. In Global HQ, where there are approximately 150 senior IT users, first point of IT support is provided by a third party supplier. Global and regional IT leaders are responsible for setting strategy, defining high level action plans and managing the IT relationships with senior stakeholders and managing the larger third party IT suppliers, whilst supporting country office staff throughout implementation.
Using industry standard IT service management methodologies, the Global IT User Support Manager will work within the Global IT Operations team to ensure all IT users within SCI receive high quality and cost-efficient IT service support. This will include driving an IT User Support Strategy, covering all the key ‘User productivity tools’, such as user devices, smartphones, tablets, email, videoconferencing and social media tools.
Qualifications and experience
Essential
• Excellent knowledge of current IT Service Management methodologies, desktop applications, operating systems, internet / intranet and standards. Preferably qualified to a recognised industry standard.
• At least two years relevant experience incorporating the majority of the functions detailed in this job description.
• Proven ability to manage a team of user support personnel providing 1st Line service desk and 2nd Line desk side support to users.
• Experience of communicating technical issues to a multi-cultural, multi-functional audience.
• Ability to evaluate, recommend and implement timely, essential improvements to existing User Support structures
• Exceptional planning and organisational skills with ability to clearly communicate technical issues to a wide audience.
• Good knowledge / experience in ITIL processes. Preferably ITIL version 3 qualified.
• Excellent written and spoken English. Other languages could be a distinct advantage.
• The successful candidate will be an experienced IT User Support professional with in depth experience of installing, maintaining and supporting IT user tools
• Effective communication skills, both written and verbal, as well as demonstrated technical support skills will be vital to ensure the demands of the business are met.
Due to the nature of this position and the varied level of customers served by the team an exceptional communicator in terms of tact, diplomacy, verbal and written skills will be required to fulfil this role. Characteristics will include:
• excellent interpersonal skills with the ability to communicate effectively at all levels in a variety of situations
• credibility and the ability to establish confidence and respect – both internally and externally the ability to work under pressure and deal effectively with crisis situations involving loss of availability of business applications
• sound judgement, integrity, tact and discretion
• a hands-on mentality, with the ability to get into detail as necessary while at the same time retaining sight of the big picture
• innovative and creative in problem solving
• a team player with a pro-active and positive attitude
• enthusiastic, high energy level and drive, well-motivated, a self-starter
• a good sense of humour
We need to keep children safe so our selection process reflects our commitment to the protection of children from abuse.
Please note that the closing date for applications is 19th February 2013
For further information on this role, please see our website at www.savethechildren.net/jobs
How to apply:
Please apply with a covering letter and up-to-date CV to: jobs.41812.3830@savethechildrenint.aplitrak.com
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