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The people of the MFO serve a historic mission in support of peace and regional stability. We seek candidates of the highest integrity and professionalism who share our commitment to our mission. The MFO’s success as an organization rests with its people in the Sinai; a multinational group of men and women, military and civilian. MFO members perform a mission that is difficult and at times repetitive. They do this far from the comforts of home and family in the remote desert environment of the Sinai. In this environment, MFO members are provided with educational possibilities, welfare, and recreation. Despite the challenges they may face, our staff are proud to work for the MFO and determined to make a positive impact. Join our team https://mfo.org/life-in-the-sinai.
POSITION TITLE: ICT Service Desk Manager
BRANCH: Information and Communications Technology (ICT)
LOCATION: Sharm El-Sheikh, South Sinai, Egypt
CATEGORY: International Staff – Grade 7
REPORTS TO: Deputy Communications and Information Officer (DCIO)
The ICT Service Desk Manager oversees end-to-end operational support for all ICT infrastructure and applications used by MFO staff (Force, Rome, Cairo, and Tel Aviv). This includes maintaining a service-based culture and evolving Service Management and General Management Practices as defined within ITIL v4 and prioritized across all ICT teams, as well as working with external ICT vendors. This position is based in South Sinai (South Camp), with occasional travel required to North Sinai, and potentially to Cairo and Tel Aviv.
· Service desk
o Manages the ICT Service Desk, which provides 24×7 1st and 2nd line support for ICT services to all MFO staff at all locations (Force, Rome, Cairo, and Tel Aviv).
o Ensures the ICT Service Desk is an effective first line of maintenance support and customer service for all MFO members regardless of location via web form submissions, telephone, E-mail and walk-in visits.
o Leads the Service Desk in providing directory assistance for calls coming in from outside the MFO on a 24-hour basis.
o Ensures Active Directory information remains current and updated to ensure accurate searches are available for MFO personnel.
o Manages the network and E-mail account creation, modification, and cancellation for all Force users while ensuring standardization of account settings and information and compliance with MFO and ICT procedures.
o Administers the MFO’s vehicle tracking system, ensuring Service Desk personnel are trained on the system to quickly make needed modifications as requested/directed by Force Operations.
o Provides support for public address and audio/visual requirements for MFO organized events. Assists with video conference setup as required for senior management.
· Incident management
o Ensures Service Desk, ICT expert technical teams in all locations, and external vendors efficiently handle and resolve referred incidents (including work orders) per established processes.
o Prioritizes incidents based on business impact and ensures appropriate response based on priority by ICT technical teams and ICT vendors.
o Initiates technical and managerial escalation processes in response to ICT major incidents in accordance with guidance provided by ICT management.
o Responds to business and customer escalations and manages to ensure resolution.
o Manages communication to ICT customers across the MFO as needed for ICT major incidents or significant ICT activity.
o Manages Treaty Camera issues (level 1 and 2), provides support to the Camera Operators, completes the Treaty Camera log, and escalates to technical experts as required.
o Fills management gaps within the incident management process for infrastructure or application services until permanent solutions are identified to ensure service continuity and support.
· Service request management
o Manages the receipt and completion of ICT Service Requests as a part of the Service Request Management process. Validates compliance with IT asset guidelines.
o Escalates to ICT management any equipment/software requests where allocation is not previously defined within existing processes or guidelines.
· IT asset management
o Updates SAP with equipment moves/scrapping of items, liaising with the property office and logistics controllers.
o Arranges Off Base Repair for IT assets, including coordinating Ricoh engineers (external vendor) to attend SC to maintain printers.
o Manages a loan pool of laptops, handheld radios, phones, and SIM cards for Israel for short term issue to users.
o Ensures equipment maintenance records are updated, including all printers at all MFO locations.
· Monitoring and event management
o Leads Service Desk section in conducting the required monitoring and controlling of Force network elements through proactive network monitoring and control tools including initiating the troubleshooting process in response to significant network alarms/events.
o Assesses priority and business impact of alarms/events to ensure appropriate technical teams are engaged.
· Problem management
o Analyzes monitoring tool results and repetitive incidents and collaborates with technical experts to identify problems and tracks them to resolution.
o Coordinates process for Root Cause Analysis (RCA) for major incidents with technical teams and vendors
· Service level management
o Prepares IT operational support processes and procedures, including periodical review of processes.
o Identifies business targets for the performance of critical services to assist in driving improvement.
· Continual Improvement
o Identifies opportunities for improvement for ICT services (infrastructure and applications), service components, processes, and vendor performance.
· Measurement and reporting
o Implements and oversees end-to-end IT operational metrics (Key Performance Indicators (KPIs)) reporting and analysis across all ICT teams for key service management practices and to drive overall ICT service efficiency and quality improvement. Metrics, including MTTR for WOs, quantity and type of WOs, walk-ins & remote assistance. Evolves reporting capability with available tools and resources.
o Provides reports to CIO and DCIO, identifying trends, highlighting any perceived issues, and developing service improvement actions/plans.
· Knowledge management
o Writes Standard Operating Procedures (SOPs), troubleshooting guides (work instructions) for Service Desk staff and users.
o Provides maps and other FAQ pages for users and internal ICT staff.
· Other responsibilities
o Performs other duties as delegated by the CJ6/CIO or DCIO.
o Serves as ICT’s operational SPOC to the Force Information Management Officer (FIMO).
· General management
o Directly supervises a 24×7 team of at least 7 military and Egyptian workers delivering the required technical works and services.
o Coordinates with ICT technical teams and vendors to ensure successful incident management performance.
o Prioritizes, schedules, and supervises tasks, competency training, performance management, absence and roster management, skills assessments and development, performance standards, and performance appraisals.
o Ensures a clean and safe working environment, compliance with prescribed health and safety practices and procedures, including toolbox talks, up-to-date risk assessments and work method statements.
Our Requirements
· Knowledge of ITIL processes (ITIL certification desired).
· Ability to assess and bring value by alignment of culture, business goals, and stakeholder priorities.
· Service-based mentality with a motivational drive for continuous improvement.
· Highly proficient user of Microsoft office applications.
· Creative problem solving and strong troubleshooting skills.
· Strong team building and customer service orientation.
· Matrix management capability.
· Demonstrated ability to focus on the details of Service Operations and Service Delivery and stay in tune to the needs and expectations of end users and business priorities.
· Excellent verbal and written communication skills in English with the ability to convey technical information in clear terms for non-technical staff.
This is a non-family duty location with on-camp accommodation. To learn more about the work and life conditions in the Sinai, go to https://mfo.org/life-in-the-sinai.
To learn more about how we recruit go to https://mfo.org/join-our-team.
The MFO workforce consists of many diverse nationalities, cultures, languages and opinions. We are strongly committed to ensuring workforce diversity, particularly in terms of gender and ethnicity. We believe that by promoting fairness in the workplace and fostering a culture of inclusiveness, we can attract the best talent. We strive to create a work environment in which employees feel valued and have the opportunity to excel regardless of age, gender, race, ethnicity, religion, or sexual orientation. We do not tolerate any kind of harassment, abuse, or discrimination.
We reserve the right to conduct further interviews before the deadline for submission of applications.
Only shortlisted candidates will be contacted and advance to the next stage of the selection process.
Women are especially encouraged to apply.
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