VN 24/25 ICT Service Desk Manager

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.

• 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.

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.

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