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Section Head (Local Service Desk)

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Primary Location Belgium-Brussels
NATO Body NATO Communications and Information Agency (NCI Agency)
Schedule Full-time
Salary (Pay Basis) : 5,467.45Euro (EUR) Monthly
Grade A.2

3000 people are working 24/7 to protect 1 billion citizens. We serve 29 nations by defending its networks, and providing real life support to NATO operations and missions. We connect the Alliance. We are leading IT professionals. We are the NCI Agency.


We are looking for a talented Head of the Local Service Desk Team who will manage the process to restore normal service operation as quickly as possible, minimising impact to business operations. The incumbent is responsible for all activities required to effectively perform, monitor, and report on incident management process to timely resolve IT incidents to include execution of remediation activities in response to identified process deviations. The post requires extensive experience in implementation of all ITIL Service Operations processes, together with ability to work with internal & external stakeholders.


If you think that you have the relevant skills and experience, as well as the relevant academic background that match the requirements of the position, and if you would like to work as a part of multinational team in a challenging environment, we would like to hear from you.


The Service Desk Section (SDS) is the single point of contact for the users of the NATO HQ ICT services footprint in addition to the REACH users and acts as an interface to the ICT Service Management. The primary functions of the team are the lifecycle management of incidents and service requests (call intake, categorizing, prioritizing, escalation to level 2 and level 3 support, closure of tickets, device loans and telephone billing). It ensures service provision to the local customer as defined in the SLA, ICT systems monitoring and support to special events held at NATO HQ.


Role Responsibilities


Under the direction of Deputy CSU Commander, the incumbent will perform duties such as the following:

  • Supervises a consolidated service desk in solving daily Level 1 issues across business and Agency domains; 
  • Leads complex incidents and problems to conclusion;
  • Participates in Change Management process, ensuring that changes to existing services happen in a coordinated manner and with explicit awareness of affected users; 
  • Engages with CSU technical teams to prioritize tasks during service restoration/risk mitigation, ensuring that right talent is engaged and utilized at appropriate level in order to achieve successful outcomes;
  • Acts as point of contact for all major incidents, resulting in controlling and coordinating management of major incidents, and acts as first stage of escalation; 
  • Contributes to continual service improvement by establishing continuous process improvement cycles where process performance activities, roles and responsibilities, policies, procedures and supporting technology are reviewed and enhanced (where applicable);
  • Monitors and adjusts workload for Service Desk Analysts;
  • Ensures Service Level Agreements are met by monitoring incidents and taking appropriate corrective actions;
  • Ensures closure of all resolved and end-user confirmed incident records, and initiates, schedules and conducts incident reviews;
  • Defines and applies Critical Success Factors and Key Performance Indicators to measure quality of implementation of Service Operations processes;
  • Identifies Problems, initiates problem tickets and leads Problem Management process;
  • Develops and refines a comprehensive user feedback (survey) mechanism; 
  • Works closely with a Level 3 support contractor for efficient escalation of incidents;
  • Provides engineering and implementation guidance, as required;
  • Investigates, defines and resolves complex issues;
  • Advises on, and assists with, development of standards, methods and tools;
  • Analyses plans, designs, requirements and associated risks, advises on technical solutions and mitigations;
  • Plans and advises against available resources and quality targets;
  • Deputize for higher grade staff, if required;
  • Performs other duties as may be required.


Person Specification

Qualifications Required


A Master of Science (MSc) degree at a nationally recognised/certified University in a technical subject with substantial Information Technology (IT) content and 2 years post-related experience;


Or a Bachelor of Science (BSc) degree at a nationally recognised/certified University in a technical subject with substantial Information Technology (IT) content and 4 years post related experience;


Or exceptionally, the lack of a university/college degree may be compensated by the demonstration of a candidate’s particular abilities or experience that is/are of interest to NCI Agency; that is, at least 10 years extensive and progressive expertise in the duties related to the function of the post;




Experience required

  • Strong knowledge and experience with Incident Management and Problem Management processes; 
  • Intermediate knowledge and practical work experience with heading an IT incident response team;
  • Strong knowledge of current ICT Service Management tools (e.g. BMC Remedy); 
  • Demonstrable leadership skills;
  • ITIL v3 Foundation or higher certification;
  • Very good understanding of telecommunications / network / information technology solutions & products;
  • Proven analytical, organisational, multitasking and prioritisation skills.


In addition to the above, it would be considered highly desirable if you are able to display

  • ITIL v3 certification in any of the following:  
  • Service Operations;
  • Service Strategy;
  • Service Design; 
  • Service Transition;
  • Continual Service Improvement.
  • Prior experience of working in an international environment comprising both military and civilian elements;
  • Knowledge of NATO responsibilities and organizatio, including ACO and ACT.


Competency Required


Leading and Supervising - Provides others with a clear direction; motivates and empowers others; recruits staff of a high calibre; provides staff with development opportunities and coaching; sets appropriate standards of behaviour.


Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment.


Writing and Reporting - Writes convincingly; writes clearly, succinctly and correctly; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understanding of the intended audience.


Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions.


Analysing - Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.


Learning and Researching - Rapidly learns new tasks and commits information to memory quickly; demonstrates an immediate understanding of newly presented information; gathers comprehensive information to support decision making; encourages an organisational learning approach (i.e. learns from successes and failures and seeks staff and customer feedback).


Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.




Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCI Agency offices.

May be required to undertake duty travel to operational theatres inside and outside NATO boundaries.


Language skills


A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.

NOTE:  Most of the work of the NCI Agency is conducted in the English language.




NCI Agency normally offers contracts of employment of a definite duration, not exceeding three years. Contracts may be for less than three years as required to support short-term projects, meet uncertainty with respect to the business outlook, staff performance and other factors.


Definite duration contracts may be extended for further periods. When extending contracts, the following is taken into consideration:

  • Renewal is in the interest of the Agency.
  • Staff member's desire to remain with the Agency.
  • The financial situation provides sufficient funding for the post held.
  • The skills, competencies and behaviours, potential and work experience of the staff, versus the requirements of the Agency's work and/or availability of funding.
  • Staff member has served the Agency with performance to the required standard as defined by the Agency.
  • Staff member's deployability to operational theatre.

Serving civilian members of NATO will be offered a contract in accordance with the NATO Civilian Personnel Regulations.


The first six months of definite duration contracts are a probationary period. During this period the staff member's work is assessed to ensure that he/she has the ability to carry out the duties of the post. At or before the end of the probationary period, the staff member will be notified in writing that the appointment is confirmed or terminated or, in exceptional cases, that the probationary period is extended.


What do we offer?
  • Excellent tax-free salary, including (where eligible) expatriation household and children's allowances and additional privileges for expatriate staff. Education allowance for children (where appropriate) and an excellent private health insurance scheme;
  • Generous annual leave and home leave (if eligible).
  • Retirement Pension Plan.    

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


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