This selection exercise may be used to generate a roster of pre-approved candidates to address future staffing needs for similar functions in any of the Departments and Offices of the Organization.
IMPORTANT NOTICE REGARDING APPLICATION DEADLINE: Please note that the closing date for submission of applications is indicated in local time as per the time zone of the applicant's location.
Organizational Setting
The Department of Safeguards carries out the IAEAโs duties and responsibilities as the worldโs nuclear inspectorate, supporting global efforts to stop the spread of nuclear weapons. The primary role of the Department is to develop and implement IAEA safeguards to ensure that there is no diversion of declared nuclear material from peaceful activities and no indications of undeclared nuclear material or activities in a State as a whole.ย
The Department comprises nuclear safeguards inspectors, responsible for carrying out inspections and verifications of all-safeguards relevant information for nuclear facilities in over 180 States; and technical staff responsible for a wide range of activities including: developing concepts and approaches for implementing safeguards; developing and maintaining safeguards equipment; providing analytical and laboratory services for sample analysis; collecting, evaluating and analysing safeguards-relevant information; providing information and communication technology infrastructure and services; and providing programme coordination support.ย
The Office of Information and Communication Systems (SGIS) is responsible for the provision of secure Information and Communication Technology (ICT) services that enable the Department of Safeguards to deliver on its mandate. Major services provided by SGIS include provision of information technology project management services; development and maintenance of specialized ICT solutions; operation of resilient ICT infrastructure; provision of customer support services; and protection of safeguards information. In partnership with other organizational entities, SGIS is responsible for planning and implementing ICT strategies as well as promoting ICT standards.
ย
ย
Main Purpose
Reporting to the Section Head, the Customer Service Team Leader is responsible for overseeing the delivery of efficient, customer-focused ICT support services for the Department of Safeguards and plays a key role in enhancing the productivity of the Department's staff, particularly its travelling personnel. The Team Leader coordinates and supervises a team to ensure reliable, secure, and high-performing ICT services across multiple network domains, including the IAEA Headquarters, Regional Offices, remote safeguards sites, and in-field operations. In addition, the Team Leader provides expert technology guidance and ensures an excellent user experience. A critical part of the role is ensuring uninterrupted ICT support for Nuclear Safeguards Inspectors travelling in the field.
ย
Role
The Customer Service Team Leader is: 1) a technical leader, overseeing the Service Desk team to ensure the timely and effective provision of services and resolution of user issues; 2) an expert in information technology, communications, and cybersecurity, striving for excellence in the execution of Departmental ICT strategies; 3) an innovator promoting modern technologies and automation to enhance service delivery and user experience; 4) a champion for customer service excellence and a culture of user-focused support; and 5) a guide and mentor, supporting team development and knowledge sharing.
ย
Functions / Key Results Expected
Play a critical role in ensuring the delivery of responsive, secure, and user-focused ICT services that enable the operational effectiveness of the Department of Safeguards.ย
Analyse and resolve complex ICT issues, often under time constraints, making authoritative decisions to restore services and maintain security.
Oversee the management of all ICT service requests, incidents, and issues, ensuring effective task distribution, efficient workflows, and timely resolution in accordance with established key performance indicators.
Lead the design and continuous improvement of ICT service solutions to ensure alignment with departmental business objectives and evolving priorities, and deliver working proofs of concept to validate proposed technical solutions and guide implementation.
Contribute to the development and implementation of strategies to ensure the security, confidentiality, integrity, and availability of safeguards information and applications used by inspectors in the field.
Plan, manage, and evaluate the lifecycle of end-user hardware, software, and information access in accordance with safeguards ICT and security standards.
Monitor service management metrics, and respond to user feedback and surveys, striving for continuous alignment with evolving service expectations.ย
Coach, mentor, and guide the Service Desk team to foster a customer-centric culture and ensure service-level commitments are met.
Provide hands-on guidance and immediate support when complex or high-impact issues arise.
ย
Competencies and Expertise
Core Competencies(Competency Framework)NameDefinitionย ย CommunicationEncourages open communication and builds consensus. Uses tact and discretion in dealing with sensitive information, and keeps staff informed of decisions and directives as appropriate.ย ย Achieving ResultsSets realistic targets for himself/herself and for the team; ensures availability of resources and supports staff members in achieving results. Monitors progress and performance; evaluates achievements and integrates lessons learned.ย ย TeamworkEncourages teamwork, builds effective teams and resolves problems by creating a supportive and collaborative team spirit, remaining mindful of the need to collaborate with people outside the immediate area of responsibility.ย ย Planning and OrganizingSets clearly defined objectives for himself/herself and the team or Section. Identifies and organizes deployment of resources based on assessed needs, taking into account possible changing circumstances. Monitors teamโs performance in meeting the assigned deadlines and milestones.
Functional CompetenciesNameDefinitionย ย Client orientationExamines client plans and develops services and options to support ongoing relationships. Develops solutions that add value to the Agencyโs programmes and operations.ย ย Commitment to continuous process improvementAssesses the effectiveness of functions and systems as well as current practices; streamlines standards and processes and develops innovative approaches to programme development and implementation.ย ย Technical/scientific credibilityProvides guidance and advice in his/her area of expertise on the application of scientific/professional methods, procedures and approaches.
Required ExpertiseFunctionNameExpertise Descriptionย ย ย Information TechnologyEnd User Device AdministrationExperience in user account management, file sharing, and access control. Knowledge of endpoint management systems (e.g. MECM) and mobile device management (e.g. Workspace ONE).ย ย ย Information TechnologyEnd User SupportProven ability to optimize IT support processes and enhance service delivery, in line with business objectives and user needs, managing expectations, fostering collaboration, and ensuring high levels of satisfaction across a diverse user base.ย ย ย Information TechnologyIT Hardware Installation and MaintenanceExpertise in the management of the life-cycle of end user devices in compliance with organizational standards on asset management.ย ย ย Information TechnologyIT Help/Service DeskMaintenance and support of application portfolio registers in multiple network domains.ย ย ย Information TechnologyIT SecurityKnowledge of Essential 8 security control (end-points' perspective); information security principles; end-user computing security. Familiarity with on-premise Public Key Infrastructure, Enterprise grade VPN technology, and data encryption technologies.
ย
Qualifications, Experience and Language skills
Master's Degree - Advanced university degree in engineering, computer science or a related field, supplemented by in-depth theoretical and practical training in Microsoft ICT platforms.
Bachelor's Degree - University degree in a stipulated field with two years of additional relevant experience may be considered in lieu of an advanced degree.
Minimum of seven years of relevant professional experience in the information and communication technology (ICT) industry, including at least five years of proven experience in a Service Desk role or a closely related area focused on end-user support.
Minimum of three years of supervisory and/or management experience.ย
Demonstrated expertise in delivering and managing end-user ICT services within complex, multi-domain network environments, in accordance with established information communication, security, and technology standards.
Hands-on experience in data handling, including data extraction, analysis, and visualization using tools such as SQL, SQL Server Reporting Services (SSRS), and Power BI.ย
Proven ability to develop clear, actionable reports and dashboards to support decision-making and performance monitoring.
Experience working in international, multidisciplinary environments, demonstrating adaptability and effective communication across diverse cultural and professional contexts.
Experience in an environment involving the management of sensitive or classified information an asset.
Familiarity with project management methodologies such as PRINCE2 and working knowledge of standardized IT service management processes such as ITIL an asset.
Excellent oral and written command of English. Knowledge of other official IAEA languages (Arabic, Chinese, French, Russian and Spanish) is an asset.
Remuneration
The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at US $84672 (subject to mandatory deductions for pension contributions and health insurance), a variable post adjustment which currently amounts to US $ 47332*, dependency benefits, rental subsidy, education grant, relocation and repatriation expenses; Other benefits include 6 weeks' annual leave, home leave travel, pension plan and health insurance. More information on the conditions of employment can be found at: https://www.iaea.org/about/employment/professional-staff/conditions
General Information
ย
The IAEA's paramount consideration in the recruitment of staff member is to secure employees of the highest standards of efficiency, technical competence and integrity.Staff Members shall be selected without any unfair treatment or arbitrary distinction based on a person's race, sex, gender, sexual orientation, gender identity, gender expression, religion, nationality, ethnic origin, disability, age, language, social origin or other similar shared characteristic or trait.The IAEA is committed to gender equality and to promoting a diverse workforce. Applications from qualified women and candidates from developing countries are strongly encouraged.Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. The IAEA is committed to applying the highest ethical standards in carrying out its mandate. As part of the United Nations common system, the IAEA subscribes to the following core ethical standards (or values): Integrity, Professionalism and Respect for diversity.The IAEA has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and the IAEA, including sexual harassment, abuse of authority and discrimination.ย
Evaluation process
The evaluation of applicants will be conducted on the basis of the information submitted in the application according to the selection criteria stated in the vacancy announcement. Applicants must provide complete and accurate information. Evaluation of qualified candidates may include an assessment exercise, which may be followed by a competency-based interview.Candidates under serious consideration for selection may be subject to reference and background checks as part of the recruitment process.ย
Appointment information
Appointment is subject to a satisfactory medical report.Staff members may be assigned to any location.Candidates appointed to posts in the Professional and higher categories are subject to IAEA rotation policy and their maximum tour of service shall normally be seven years.The IAEA retains the discretion not to make any appointment to this vacancy, to make an appointment at a lower grade or with a different contract type, or to make an appointment with a modified job description or for shorter duration than indicated above.