Reporting to the Chief Digital Officer, the Manager, Global Service Desk is responsible for managing and advancing the service in support of end-user service requests for IYF’s Front Desk and providing support for communications and technology issues
What difference will you make?
Mission Statement
To voluntarily represent, positively promote, and uphold the mission of “Empowering youth for a better world” in various programs and opportunities throughout the IYF interventions across member countries.
What are we looking for?
Digital or IT experience, ideally within an NGO, INGO, charity, non-profit, or similar mission-driven industry.
Remote
What will you be doing?
The IYF Department of Smart and Digital Infrastructure is a pioneering organization at the forefront of revolutionizing global connectivity and technological advancement. Aimed at improving engagement, operational efficiency, and connecting young leaders around the world, DSDI is committed to building smarter and more efficient platforms and harnessing cutting-edge technologies and innovative solutions to transform traditional infrastructure into interconnected digital ecosystems.
Responsibilities
- Manage the staff of the Global Service Desk, including motivating the team, recruiting, writing reviews, preparing overall performance evaluations, and training;
- Develop, manage, measure, and report on key service-level metrics and end-user productivity;
- Strive for continuous improvement of the communication management process and the integration of the communications process with other IT operations processes;
- Build and maintain relationships with all units within the IYF to ensure that IT-delivered services and end-user productivity goals are understood and exceeded;
- Advance the use of a knowledge repository to share information among all levels of IT service and support;
- Be an active member of the problem management teams responsible for increased call avoidance and decreased end-user downtime;
- Leverage service desk best practices and process frameworks to drive continual process improvement;
- Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs;
- Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services;
- Identify end-user training requirements and coordinate training for new modules and services;
- Oversee the team’s participation in the testing of new releases of applications and software;
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