DEADLINE:
22/06/2014
22/06/2014
Founded
in 2002, by President William J. Clinton, the Clinton Health Access Initiative
(CHAI) is a global health organization committed to strengthening integrated
health systems around the world and expanding access to care and treatment for
HIV/AIDS, Malaria and other illnesses. Based on the premise that business
oriented strategy can facilitate solutions to global health challenges, CHAI
acts as a catalyst to mobilize new resources and optimize the impact of these
resources to save lives, via improved organization of commodity markets and
more effective local management. By working in association with governments and
other NGO partners, CHAI is focused on large scale impact and, to date, CHAI
has secured lower pricing agreements for treatment o
in 2002, by President William J. Clinton, the Clinton Health Access Initiative
(CHAI) is a global health organization committed to strengthening integrated
health systems around the world and expanding access to care and treatment for
HIV/AIDS, Malaria and other illnesses. Based on the premise that business
oriented strategy can facilitate solutions to global health challenges, CHAI
acts as a catalyst to mobilize new resources and optimize the impact of these
resources to save lives, via improved organization of commodity markets and
more effective local management. By working in association with governments and
other NGO partners, CHAI is focused on large scale impact and, to date, CHAI
has secured lower pricing agreements for treatment o
ptions in more than 70
countries. In addition, CHAI’s teams are working side-by-side with over 30
governments to tackle many of the largest barriers to effective treatment and
care.
The
Helpdesk Manager is part of a small, high-performing IT team supporting over
1000 staff in over 25 countries. Our goal is to ensure that our systems are
reliable, secure, and robust to support CHAI staff, volunteers, and partners
fulfill their mission of expanding access and care to health care services in
underserved areas.
Helpdesk Manager is part of a small, high-performing IT team supporting over
1000 staff in over 25 countries. Our goal is to ensure that our systems are
reliable, secure, and robust to support CHAI staff, volunteers, and partners
fulfill their mission of expanding access and care to health care services in
underserved areas.
Located
at the Clinton Health Access Initiative (CHAI) office in Rwanda, South Africa
or India the Helpdesk Manager will play a key role on the IT team supporting
our worldwide staff. The person in this position will manage four helpdesk
staff members based around the world to provide rapid, quality support to CHAI
staff. S/He will provide escalated support to the helpdesk engineers and ensure
effective communications with all CHAI staff. This position requires a
self-starter who is knowledgeable, meticulous, and resourceful to be successful
and effective in a fast-moving and entrepreneurial environment. Must be excited
by the challenge of tackling projects in new areas, quickly building knowledge
and skills and effectively applying them.
at the Clinton Health Access Initiative (CHAI) office in Rwanda, South Africa
or India the Helpdesk Manager will play a key role on the IT team supporting
our worldwide staff. The person in this position will manage four helpdesk
staff members based around the world to provide rapid, quality support to CHAI
staff. S/He will provide escalated support to the helpdesk engineers and ensure
effective communications with all CHAI staff. This position requires a
self-starter who is knowledgeable, meticulous, and resourceful to be successful
and effective in a fast-moving and entrepreneurial environment. Must be excited
by the challenge of tackling projects in new areas, quickly building knowledge
and skills and effectively applying them.
- Implement and
maintain policies and procedures regarding how problems are identified,
received, documented, distributed, and corrected
- Roll out policies
and procedures to the larger organization
- Manage CHAI’s
ticketing system, ensuring CHAI employees are working at their optimal
best daily on desktops, laptops, handheld communication devices and
workstations
- Evaluate new
information systems products or services and suggests changes to existing
products or services to better aide the end user
- Address any
complicated support issues that are escalated by team members
- Create and manage
escalation procedures and ensures service levels are maintained
- Manage the Help
Desk team’s daily activities by prioritizing client issues and being
proactive with responses.
- Improve usage of IT
Support resources and increase productivity of the team
- Communicate with
all parties in a constructive manner to guarantee customer expectations
are met
- Perform follow-up
on helpdesk tickets to verify final resolution and determine satisfaction
level
- Interface with
appropriate technical personnel for problems that cannot be resolved
effectively
- Understand overall
Help Desk objectives, as well as the role and function of each team member
- Contribute to the
continuity of computer services by providing the necessary technical
leadership
- Drive problem
investigations and resolution as required
- Design and maintain
process documentation for the Help Desk team
- Manage the process
of implementing change efficiently and effectively
- Five or more years
of experience as a Helpdesk Manager in a multi-site organization.
- Three or more years
experience managing staff remote staff.Experience with supporting remote
staff across slow or unreliable Internet connections.
- Knowledge and
experience in cross-functional management methods and techniques
- Knowledge of IT
applications, processes, software, and equipment
- Strong
organizational, presentation, and customer service skills
- Skill in strategic
planning with an ability to think ahead and plan over a 6-12 month time
span
- Skill in planning
and preparing written communications
- Ability to lead
people and get results with a strong customer orientation
- Interpersonal
skills: such as telephony skills, communication skills, active listening
and customer-care
- Ability to
multi-task and adapt to changes quickly
- Ability to work in
a team and communicate effectively
- Self-motivated with
the ability to work in a fast moving environment
- Experience
supporting users across multiple sites, countries and time zones.
- Some international travel is required.
How to apply:
To
Apply please CLICK HERE
Apply please CLICK HERE
