IT Service Desk Team Leader

Who we are:

For 75 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia. 

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff. 

Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Brussels, Belgium you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join CSU Brussels, which is the leading provider of Communications and Information System (CIS) products and services to locally based NATO entities such as the NATO Headquarters and International and Military Staff. CSU Brussels enables end-to-end CIS services and manages critical technological capabilities during peacetime, crisis and war.

We are looking for a driven and enthusiastic IT Service Desk Team Leader, who will take on the following roles and responsibilities:

•    Manages, advises and assists the local IT Service Desk team;
•    Ensures incident coordination during Major Incidents and oversees the Incident Management process;
•    Provides input and contributes to the Continual Service Improvement (CSI) process;
•    Ensures superior customer service and responsiveness that inspires confidence with the customer;
•    Liaises with stakeholders to improve service quality and customer experience;
•    Applies advanced problem solving skills and experiences in problem fault resolution;
•    Performs in-depth data analytics and reporting;
•    Creates, maintains, and utilizes standard operating procedures, processes and support documentation;
•    Validates and assures escalation processes are monitored for SLA compliance;
•    Establishes strong working relations with customers and other teams within the CSU; 
•    Team administrative tasks such as: performance management, time accounting system, shift planning.

For a full list of duties, please review the job description on the NCI Agency career site.

Please note that the internal job title for this role is Principal Technician (Customer Service Desk).

About you:

The valuable knowledge and experience that you bring to this role are:

•    Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience;
•    Previous management experience of small-medium teams; 
•    Experience of Windows Operating Systems, MS Office, PC Hardware, Desktop Troubleshooting, Telephony, Network;
•    Extensive knowledge and experience in supporting and troubleshooting end-user hardware (computers, laptops, thin clients, printers, smartphones);
•    Extensive experience in demanding customer facing roles and in end-user support in general;
•    Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;
•    ITIL 4 Foundation knowledge, certification is considered an asset;
•    Fluency in English. Strong communication skills, both written and spoken. Knowledge of French is considered an asset.

What we offer:

•    Genuinely meaningful work as part of the most successful alliance in history;
•    3 year contract with competitive tax-free salary and household and children’s allowances;
•    Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;
•    Excellent private health insurance scheme;
•    Generous annual leave of 30 days plus official holidays;
•    NATO Pension Scheme;
•    Development programs such as professional training, wellbeing, and more

To learn more about NCI Agency and our work, please visit our website.  

The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability.  

Additional details on the conditions of application can be found via the NCI Agency career site.