UNOPS

1. Team Management & ICT Helpdesk Coordination 

• Contribute to the development and implementation of ICT strategy and annual work plans, ensuring alignment with organizational priorities and HQ directives.

• Supervise, mentor, and performance manage ICT and administrative personnel, including setting objectives, conducting evaluations, and supporting professional development.

• Monitor, track, and control expenditure of office-related costs to ensure appropriate use of financial resources and support cost allocation adjustments as needed.

• Act as primary advisor to HoSS and senior management on ICT and operational matters, providing data-driven recommendations and risk assessments.

• Oversee the business continuity planning in the area of  ICT

• Manage and monitor Jira ticket feedback and service metrics to support improvements.

• Coordinate and support the implementation of ICT projects, tasks, and capacity-building activities.

• Ensure compliance with UNOPS IT policies and frameworks, escalating exceptions and deviations as required.

• Support day-to-day coordination of helpdesk services to ensure timely user support and alignment with office priorities.

• Promote teamwork and collaboration by supporting clear task allocation and guidance to team members.

• Foster a respectful and inclusive work environment in line with UNOPS standards of conduct.

• Act on delegated authority from HoSS/RMOA for operational and ICT decisions within defined scope.

2. Administration & Event Management 

• Coordinate and oversee the end-to-end planning and delivery of office events, workshops, and high-level engagements from inception to completion, including concept development, budgeting, procurement, stakeholder coordination, logistics, ICT/hybrid setup, on-site execution, and post-event evaluation, ensuring full compliance with UNOPS policies and high-quality service delivery.

• Serve as an escalation point for high-risk operational issues, including vendor performance, facilities disruptions, and compliance matters.

• Implement office-related administrative budgets, including cost tracking, monitoring, and reporting.

• Liaise with vendors, service providers, and building management to ensure effective service delivery.

• Serve as the primary focal point for building management and external service providers, leading negotiations, coordinating major maintenance or infrastructure works, and ensuring minimal disruption to operations

• Manage procurement processes, including preparation of documentation, contract follow-up, and vendor coordination.

• Oversee office administrative functions, including insurance, phone tree, business continuity plans, shared services, and internal coordination tools.

• Manage oversight of office and ICT assets, including inventory tracking, lifecycle management, and compliance.

• Support premises management, including maintenance, repairs, and lease-related coordination.

• Act as a focal point for security and safety matters, including coordination with relevant stakeholders.

• Promote sustainability and environmental initiatives within the office.

• Manage and maintain filing systems and records for administrative, procurement, and asset-related activities.

• Support asset management processes, including receipt, tracking, movement, and disposal.

• Support financial administration, including invoice processing, payment follow-up, and account reconciliation.

• Oversee financial administrative processes, including invoice validation, payment follow-up, reconciliations, and financial tracking, ensuring accuracy and compliance with UNOPS financial rules.

• Ensure proper documentation and tracking of transactions to support audit and reporting requirements.

3. Communication & Process Improvement 

• Coordinate with internal ICT teams and stakeholders to support effective communication and service delivery.

• Monitor ICT systems and identify issues or areas for improvement, escalating as needed.

• Collaborate with HQ and external partners, including UN agencies, to align processes and share best practices.

• Support the operation and maintenance of ICT equipment and systems.

• Liaise with HQ to assess ICT needs and requirements.

• Serve as a focal point for coordination with partner agencies on ICT-related matters.

4. End-User Support

• Provide and coordinate end-user support, ensuring timely and service-oriented assistance.

• Troubleshoot system and technical issues, escalating complex cases as required.

• Provide guidance on system functionalities in collaboration with ICT teams and subject matter experts.

• Oversee escalation management and resolution of critical incidents, ensuring minimal disruption to operations.

• Maintain ownership of support requests through to resolution, ensuring clear communication with users.

• Manage user accounts, including creation, modification, and documentation in line with policies.

• Liaise with external providers to obtain advanced technical support when necessary.

• Define and implement user support policies and service standards aligned with UNOPS frameworks.

5. Knowledge Management 

• Identify training needs for ICT personnel and focal points.

• Ensure high-quality, client-oriented ICT service delivery, setting standards for responsiveness and user satisfaction.

• Support the design and delivery of training sessions, including workshops, webinars, and one-on-one support.

• Promote a culture of knowledge sharing and innovation, introducing best practices and lessons learned.

• Provide strategic reporting and insights to management, including dashboards and performance analytics.

• Conduct research on ICT-related topics to support continuous improvement.

• Coordinate capacity-building initiatives across ICT and administrative functions, including structured training programs.t.