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  • Function title: Digital Workplace/ Endpoint Service Manager
  • Reference: NOC-NM-2022-AD/418
  • Location: Brussels - Information about living in Brussels
  • Nature of competition: Internal and external competition
  • Applicable regulations: Staff regulations governing officials of the EUROCONTROL Agency
  • Grades for publication: AD7-8 - Check salary simulations for the basic grade
  • Type of post: Administrator (AD5-AD12 )
  • Number of posts: 1
  • Duration of appointment: 5 Year (s)
  • Security clearance: EU/NATO SECRET
  • Directorate/Service: NMD/TEC/IOS - IT Operations
  • Competition publication date: 24/02/2022
  • Competition closing date: 07/04/2022 (23:59 Brussels time)
  • Reserve list: Applicable - See details in the "Useful information" section

Your team

Within the Network Management Directorate ,the "Infrastructure & Operations" service manages the support and maintenance of the IT infrastructure and applications, within the agreed service levels. The service addresses  areas as application & infrastructure operational support, service desk function, technical H24/7 support, etc. 

Your role

Your role will be to:

  • Implement, monitor and operate digital workplace/endpoint technologies (Act as reference expert for digital workplace/endpoint computing: laptop/desktop and mobile devices, client security, management and monitoring, audio/video conferencing, OS configuration and patching, cloud and 365 integration).
  • Integrate digital workplace/endpoint technologies with adjacent technologies (identity, security, vulnerability management, IT service and asset management, remote access, backup, directory services, etc).
  • Ensure stability and security of digital workplace technology through effective endpoint management and timely patching.
  • Establish computing configuration and operating standards in coordination with IT colleagues.
  • Lead/execute digital workplace technology projects.
  • Gather end-users requirements and transform them into technical specifications and blue prints, and align the service scope and deliverables with users’ expectations.
  • Manage sourcing contracts and ensure delivery of endpoint computing services to meet the service levels and KPI’s, while ensuring compliance with safety, quality and security standards.
  • Monitor the Agency endpoints, optimize performance and user experience, and interface with relevant teams to achieve excellence in service delivery and customer support.
  • Support security operations processes by monitoring and reporting anomalies related to devices and identities.
  • Actively participate in resolving high-priority outages, troubleshooting efforts, and capacity/availability planning sessions.
  • Lead investigations on problem issues, identify causes and improvements, analyse service improvement feasibility and propose and implement remedial actions.
  • Develop and maintain complex technical documentation (e.g. calls for tenders, reports, etc).
  • Lead reviews, committees, governance meetings, etc. covering performance, service improvements, quality and processes.
  • Drive the endpoint continuous improvement and modernization leveraging cloud services.
  • Carry out any other task in line with the main purpose of the job.

Required qualifications, experience & competencies

  • Completed university degree or 4 years in a relevant domain (e.g. Engineering, Computer Science, IT, etc.) or completed university degree of 3 years plus 1 year of relevant working experience.
  • Internal candidates should check on the intranet to see what level of in-house experience is considered equivalent to educational qualifications where appropriate.
  • Minimum 4 years of relevant working experience.
  • Experience with digital workplace technologies (hardware, Operating Systems, services and SaaS tools, VDI, Desktop-as-a-Service, conferencing services, Office365).
  • Experience as service manager and in leading enterprise IT deployment projects.
  • Experience building technology roadmaps and aligning with enterprise architecture.
  • Experience with agile methodology in a critical infrastructure.
  • Hands-on experience with digital workplace tools and security/configuration management (SCCM/MEM/INTUNE), identity/access management, Active Directory, desktop virtualization, collaboration platforms and other cloud-based services.
  • Technical writing skills (English).
  • Customer focus: Develops and implements service excellence concepts.
  • Managing change: Supports the change process.
  • Innovation and creativity: Applies new approaches.
  • Team work: Fosters team work.
  • Problem-solving: Anticipates and solves business issues.
  • Ability to work in a multinational and multicultural environment.
  • Professional conduct in line with the corporate behaviours of the Agency, i.e. result-driven, readiness to change, customer focus, integrity and team-player approach.
  • The working languages of the Agency are English and French. For this particular job, candidates must be proficient users of English at level C1. The selected candidate will be required to become basic users of French at level A1 before the end of the probation period.
    The levels relate to the Common European Framework of References for languages (CEFR).

Useful information

  • Applications will be accepted from nationals of EUROCONTROL Member States only.
  • Duration of appointment: This is an appointment for a determined period of 5 Year (s). It could be extended up to a maximum of 9 years or converted into an undetermined contract.
  • Internal candidates
    If selected, the person will keep their current type of appointment duration (undetermined or determined).
    The internal staff member with a determined contract will be offered, in principle, an appointment for 5 Year (s) with a maximum total duration of 9 years.
  • The successful candidate shall be appointed at the grade in the function group and to the type of post indicated in the vacancy notice, or, if a group of grades has been published, in principle at the basic grade.
  • In case of reserve list: Suitable candidates, however not selected to fill the post, will be placed on a reserve list for similar functions. The period of validity of reserve list is 1 year from the closing date of applications.
  • Information on salary and benefits can be found on the web page: http://jobs.eurocontrol.int/what-we-offer
  • EUROCONTROL is committed to non-discrimination and equal opportunities. In the event of equal merit, preference may be given to the applicant from the under-represented diversity characteristics in order to complement diversity of teams and rebalance the workforce.
  • Candidates should read the tips on how to apply.