Head, Global User Support

IOM , Manila, Philippines

Skill Required:, IT and ICT
Preferred Experience: 
5 years
Closing Date for Applications: 
31st March, 2020

Job Description

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to a diverse and inclusive work environment. Read more about diversity and inclusion at IOM at www.iom.int/diversity.

Applications are welcome from first- and second-tier candidates, particularly qualified female candidates as well as applications from the non-represented member countries of IOM. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process.

For the purpose of this vacancy, the following are considered first-tier candidates:

  • Internal candidates
  • External female candidates:

Candidate from the following non-represented member states:

Antigua and Barbuda; Cabo Verde; Comoros; Cook Islands; Cuba; Djibouti; Fiji; Gabon; Grenada; Guinea-Bissau; Guyana; Holy See; Iceland; Kingdom of Eswatini; Kiribati; Lao People's Democratic Republic (the); Latvia; Libya; Marshall Islands; Micronesia (Federated States of); Montenegro; Namibia; Nauru; Palau; Papua New Guinea; Saint Kitts and Nevis; Saint Lucia; Saint Vincent and the Grenadines; Samoa; Sao Tome and Principe; Seychelles; Solomon Islands; Suriname; The Bahamas; Timor-Leste; Tonga; Tuvalu; Vanuatu

Second tier candidates include:

All external candidates, except candidates from non-represented member states of IOM and female candidates.


This position is based in Manila Administrative Centre (MAC), headed by the Director of MAC. Information and Communications Technology (ICT) is one of the divisions with its operations delocalized to MAC. The Global User Support (GUS) team is spread between Manila, Geneva and Panamá in a follow the sun manner.

Under the overall supervision of the Chief Information Officer and direct supervision of the Senior Information Security Officer, in close coordination with other unit heads within the ICT division, the successful candidate will be responsible for the lead role in conceiving, planning, scheduling, designing, deploying and managing all activities related to the ICT User Support, ensuring productivity and an outstanding level of customer service delivered by technical support staff. S/he will lead the team through proactive planning while promoting a flexible and adaptable team environment, prioritizing work and ensuring issues are resolved in a timely manner.

Core Functions / Responsibilities:

  • Provide corporate leadership, vision and direction for the GUS systems and teams located in Manila, Panamá and Geneva.
  • Identify and lead the assessment of inefficiency and drive process improvement to enhance the productivity of IOM staff in coordination with users and business process owners.
  • Analyse and manage the performance of the GUS activities and documented resolutions, provide leadership, technical expertise and guidance for the identification of areas for improvement, and ensure the delivery of solutions to enhance quality of service and to prevent future service delivery quality issues.
  • Lead the research, evaluation and selection of new technologies related to user support, conduct cost and feasibility studies, and define standard processes and policies for GUS operations.
  • Analyse current set up, tools and processes, and define, develop and implement GUS strategies and approaches.
  • Define and implement the target state and develop a plan to simplify and standardize processes while streamlining resources to provide user support to all IOM missions worldwide.
  • Define and track metrics and key performance indicators to raise the bar in team performance and customer service in alignment with industry best practice.
  • In collaboration with other teams and IOM missions, plan for and manage the support of new tools and services and improving the level of support provided for existing ones.
  • Lead the hiring, development capacity building and retention of great talent in accordance with IOM HR rules and regulations and results-based management principles.
  • Advocate for and promote excellent customer service, effective response times and provide expert insights into general support issues. Develop and implement quality of service guidelines and policies for dealing with customers, completing services, and overall customers’ satisfaction.
  • Reduce contacts through process improvement and root cause analysis.
  • Authoritatively respond to inquiries and escalations and establish partnerships with key customers and service owners.
  • Identify and lead the implementation of opportunities for performance improvement of hardware, software and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices.
  • Represent the GUS team, the ICT department and the organization in a positive and constructive manner. Provide timely and authoritative advice on overall systems status and operational issues as required by support and customer groups.
  • Ensure the development of user guides procedures, schedules, and compliance-related documentation, in alignment with global standards, policies, and strategies, striving to maximize adoption of staff self-service capabilities.
  • Ensure the application of approved procedures and industry best practices on performance, confidentiality, integrity, and availability of applicable systems or solutions to deployed systems.
  • Perform such other related duties as may be assigned.

Required Qualifications and Experience:


  • Master’s degree in Computer Science, Information Technology, Network Management or a related field from an accredited academic institution with seven years of relevant professional experience; or
  • University degree in the above fields with nine years of relevant professional experience.
  • Currently possess an Information Technology Infrastructure Library (ITIL) V3 and/or ITIL Service Desk certification.
  • Experience
  • Minimum seven years of experience managing a large enterprise client support team (IT
  • helpdesk, service desk support preferred);
  • Strong communication and business understanding and the ability to ensure a consistently high level of customer satisfaction;
  • Superior technical aptitude, written and oral communications skills, project management and the ability to deal effectively with people at all levels (technical and business audiences) and in different situations;
  • Ability to develop clear and concise documentation;
  • Proven ability to operate in an extreme high pressure dynamic fast paced situation, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism;
  • Robust troubleshooting and strong analytical skills with demonstrated problem solving ability required;
  • Skills and proven record in leadership and management;
  • Solid understanding of enterprise IT systems such as Exchange and Active Directory, as well as exposure to a wide variety of technical products and issues;
  • Experience with FreshService ITSM an advantage;
  • Demonstrated experience implementing service improvement processes in response to performance metrics or service level agreements.


IOM’s official languages are English, French and Spanish.

For this position, fluency in English is required (oral and written). Working knowledge of French and/or Spanish is an advantage.

Accredited Universities are the ones listed in the UNESCO World Higher Education Database


Required Competencies:

Values - all IOM staff members must abide by and demonstrate these three values:

  • Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
  • Integrity and transparency: maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
  • Professionalism: demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Core Competencies – behavioural indicators level 3

Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.

Delivering results: produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.

Managing and sharing knowledge: continuously seeks to learn, share knowledge and innovate.

Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.

Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators level 3

Leadership: provides a clear sense of direction, leads by example and demonstrates the ability to carry out the organization’s vision; assists others to realize and develop their potential.

Empowering others & building trust: creates an atmosphere of trust and an enabling environment where staff can contribute their best and develop their potential.

Strategic thinking and vision: works strategically to realize the Organization’s goals and communicates a clear strategic direction.

IOM’s competency framework can be found at this link. https://www.iom.int/sites/default/files/about-iom/iom_revised_competency_framework_external.pdf

Competencies will be assessed during a competency-based interview.


Internationally recruited professional staff are required to be mobile.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

This selection process may be used to staff similar positions in various duty stations. Recommended candidates endorsed by the Appointments and Postings Board will remain eligible to be appointed in a similar position for a period of 24 months.

The list of NMS countries above includes all IOM Member States which are non-represented in the Professional Category of staff members. For this staff category, candidates who are nationals of the duty station’s country cannot be considered eligible.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances.


Recommend your friend

Copyrights 2017. All rights reserved | Technology Partner: Indev Consultancy Pvt. Ltd