• Supervises, manages and motivates the Global Service Desk staff, designing their work plans and supervising effective deployment; thus ensures a reputation of client responsiveness in IMT;
• Oversees all IT training activities and manages the organization-wide global training programme and learning activities (both formal and informal )to improve competence and confidence among staff; sets, directs and ensures achievement of global IT learning standards for UNAIDS;
• Ensures that training, operations, maintenance and communications to staff are delivered for all areas of IMT, as well as for all applications to be used worldwide; provides regular status reports to supervisor;
• Prepares, manages and reports on the budget for the UNAIDS Global Service Desk; accountable for the team's delivery against the budget and workplan;
• Provides authoritative technical advice to IMT management on meeting the needs for IT operations, user support and training of UNAIDS staff;
• Designs and recommends to the Unit Heads, Office of Chief and to the immediate supervisor the ITIL-compliant operational procedures and standards for UNAIDS that will support the requirements of the Secretariat worldwide; takes into account the Cosponsored environment, the evolving demands of all stakeholders; ensures security; brings order to competing demands;
• Ensures compliance with IT architecture, policies, procedures and standards through communications, coaching and enforcement;
• Makes recommendations on outsourcing of operational services, particularly as these increase over time; identifies vendors and prepares/follows up on requests for proposals and subsequent services contracts;
• Analyses and resolves all escalated issues; reviews regular reports on user support with a view to service level administration, capacity planning and service improvement.
• Performs other related duties as requested by supervisor.

Only candidates under serious consideration will be contacted.

UNAIDS reserves the right to extend the deadline for application as required.