Information Systems Officer (Head of Service Desk)

Organizational Context

The Office of Investment Management (OIM) manages over $100 billion in assets for the UN Joint Staff Pension Fund, with a significant portion actively managed in-house across diverse global asset classes. Staff are based in New York, representing over 40 nationalities. This role is within the Operations and Information Systems Section.

Job Purpose

The Information Systems Officer (Head of Service Desk) is responsible for leading the Service Desk functions, acting as a central point for intake, triage, queue management, routing, and escalation. This role focuses on overseeing automation of standard request and incident workflows to enhance first-contact resolution and reduce manual effort. The incumbent will evaluate and implement ServiceNow capabilities to improve service delivery and operational efficiency, monitor ticket trends to identify bottlenecks, and manage a configuration management database. A key aspect is driving self-service adoption through knowledge articles and optimizing the service catalogue, while ensuring robust data security and coordinating testing for enhancements. The role also involves providing expert support for M365, device management, network connectivity, and user management, as well as guiding staff and promoting continuous improvement in service operations.

Responsibilities

Lead and manage Service Desk operations, including intake, triage, queue management, routing, escalation, knowledge base, and reporting. Oversee automation of incident and request workflows, such as auto-assignment and prioritization, to improve efficiency and first-contact resolution. Provide specialized user advice and translate requirements into applications, addressing integration and linkage issues. Evaluate and implement ServiceNow capabilities, integrations, and automation to enhance service delivery. Monitor ticket trends, backlog, and performance indicators to proactively manage workload and recommend process improvements. Maintain the configuration management database and endpoint inventory. Support platform governance, ensuring standardized workflows, data integrity, and scalable process design, with a focus on data security. Coordinate testing of enhancements and new modules. Escalate incidents according to procedures, ensuring service continuity. Drive self-service adoption through knowledge articles and service catalogue optimization. Assist in developing disaster recovery plans. Research and evaluate new technologies for deployment and integration. Supervise logging, diagnosis, and resolution of technical issues. Coordinate Service Level Agreements (SLAs) and monitor vendor performance. Provide guidance and supervision to staff and consultants, promoting continuous improvement and collaboration. Ensure service desk processes are standardized, documented, and aligned with IT operating models. Review service desk metrics and present data-driven recommendations to management. Provide Level 1.5 support and expert assistance for M365, device management, network connectivity, and user management.

Work Experience

A minimum of five years of progressive experience in IT Service Desk or Service Delivery functions, including planning, design, troubleshooting, implementation, and maintenance of computer information systems. Requires demonstrated experience managing IT Service Desk/Delivery teams, proficiency with ITSM tools, and an Intermediate level ITIL certification. Experience in driving automation, process improvement, developing SOPs/Knowledge Articles, analyzing service metrics, and supporting M365 products is essential. Experience with user provisioning, account management, and device management is also required.

Skills

Professionalism, Client Orientation, Teamwork, Information Technology/Management, Systems Analysis, Database Design, Programming, ITSM Tools, ITIL, ServiceNow, M365, Device Management, Network Connectivity, User Management, Automation, Process Improvement, Data Analysis, Problem-Solving, Communication.

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