Associate Team Leader - IT Operations and Service Desk - Americas

Job Description

About the position

The IT Operations and Service Desk Unit is seeking an Associate Team Leader for the Americas Hub. Reporting to the Global Manager of IT Operations and Service Desk, the Associate Team Leader will play a crucial role in managing and optimizing the efficiency of the IT support services. This position entails overseeing staff, enhancing processes, and fostering a collaborative work environment.

The position will be based in the operations center of the Americas, located in the Campus of Palmira, Colombia.

Responsibilities:

Operational Management:

• Manage the processing of incoming incidents and services requests, to ensure courteous, timely and effective resolution of end user issues, monitor incident trends and anticipate potential problems for proactive resolution.
• Contribute to escalated problem resolution by giving in-person, hands-on or remote support to end users when necessary.
• Ensure consistency and accuracy of pertinent objects in the Active Directory and Exchange Online services including creating and maintaining user accounts, e-mails, local distribution lists, and security for local and regional users.
• Provide and coordinate IT support to guests, to meetings and conferences, with an outlook for improvement based on new technologies, modalities and requirements.
• Supervise end-point Clone/Install/Configure/Maintain/Troubleshoot as well as SW deployment and patching activities, follow procedures to maintain end-point best performances.

Acquisition & Deployment:

• Track and analyze trends of the ITOSD activities to generate statistical reports against KPIs to ensure achievement of set SLA.
• Assess needs for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Support development, improvement and communication of internal SOPs and KBs.
• Participate in training, seminars, conferences and trade shows to broaden knowledge of current and future issues and technologies.
• Evaluate existing IT support processes and workflows to identify areas for improvement, implement best practices to enhance efficiency, responsiveness, and overall service quality.
• Conduct regular performance reviews, set performance goals, and provide constructive feedback to team members.
• Identify training needs and facilitate professional development opportunities for team members to enhance their skills.
• Create internal knowledge sharing activities/routines aimed to facilitate the business continuity process.
• Conduct research on emerging products, services, protocols and standards in support of the ITOSD technology procurement and deployment efforts.
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.

Collaboration:

• Work collaboratively with the global ITOSD staff to align procedures and standards.
• Establish and maintain effective communication channels with global counterparts.
• Actively participate in IT cross-unit meetings and activities.
• Contribute to the development and implementation of standardized global technological processes and adapt local procedures to fit within the broader global framework.
• Promote a customer-centric mindset among team members to improve overall client satisfaction.

• Lead, inspire, coach the ITOSD staff, fostering a positive and collaborative work environment.

  Requirements

Qualifications and requirements

• Bachelor’s degree in computer science, information technology, electronic engineering, software engineering, or related fields. With a master’s degree, or specialization in computer science, or similar disciplines.
• Advanced level of English (oral and written).
• Solid professional background (5 to 7 years) in the information technology field, preferably in an International Organization.
• Proven experience in IT Operations and Service Desk management.

• In-depth technical knowledge and expertise in relevant IT domains:

• - O365 environment – Office – Teams – SharePoint – Exchange - OneDrive

• - Win 10/11 – MacOS

• - MDM solutions – Remote Support solutions

• - End-Point Security and Patching

• - Audio and Videoconference systems, tools and technologies

• - ITSM solutions and products

Skills and competences

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Ability to work collaboratively with cross-functional teams.

• Flexibility and adaptation to change.

  Benefits

Terms of employment

This is a nationally recruited position placed at a BG08, on a scale of 14 levels, with level 14 being the highest.

This is a Colombian national search and will be managed through a fixed-term contract of a one (1) year period, subject to a probation period according to the local legislation, and is renewable depending on performance and availability of resources. The Alliance Bioversity-CIAT offers a multicultural, collegial research environment with competitive salaries and excellent benefits. We are an equal opportunity employer, and strive for gender, diversity, and inclusion in our staff, without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic.

Applications

Applicants are invited to send a cover letter illustrating their suitability for the above position against the qualifications, competencies, and skills together with a detailed curriculum vitae, including names and addresses of three referees knowledgeable about the candidate’s professional qualifications and work experience. All correspondence should be addressed to the Human Resources Office, at (m.chavarriaga@cgiar.org) and should clearly indicate

“Application: Associate Team Leader – ITOSD’’.

Closing date for applications: July 30 th , 2024