Job Vacancy: Service Desk Manager – ECOWAS Commission
About ECOWAS
The Economic Community of West African States (ECOWAS) is a regional organization dedicated to economic cooperation, integration, and sustainable development among its 15 member states. Established in 1975, ECOWAS plays a critical role in facilitating regional stability, technological advancement, and institutional capacity building across West Africa. The organization is committed to fostering an inclusive, diverse, and gender-balanced workforce that drives innovation and excellence.
Position Overview
ECOWAS is seeking a highly skilled Service Desk Manager to oversee technical support operations and ensure the delivery of excellent customer service. The successful candidate will be responsible for managing the Service Desk team, handling major incidents, planning resource allocation, and ensuring smooth IT service operations.
Job Details
- Job Title: Service Desk Manager
- Job Code: 20000171
- Location: Abuja, Nigeria
- Institution: ECOWAS Commission
- Grade: P3/P4
- Department: Internal Services
- Directorate: Information & Technology Services
- Division: IT Support & Services
- Employment Type: Permanent
- Reports To: PO System Support
- Supervises: Service Desk Analysts & IT Support Staff
Key Responsibilities
Service Desk Management & Technical Support
- Ensure the Service Desk team is adequately staffed, trained, and equipped to deliver exceptional technical support.
- Monitor and assess daily IT operations, major incidents, and scheduled outages to determine necessary staffing adjustments.
- Develop strategies for workload distribution, ensuring service requests and incidents are handled efficiently.
- Implement best practices for IT service management, aligning with ECOWAS operational goals.
- Coordinate and oversee service improvement initiatives, enhancing user experience and response times.
Incident Management & Resource Allocation
- Review ongoing incidents, system outages, and critical business events to prioritize responses and allocate resources accordingly.
- Liaise with IT teams and vendors to resolve complex technical issues in a timely manner.
- Ensure compliance with IT service level agreements (SLAs) and maintain performance benchmarks.
- Analyze service trends, generate reports, and recommend process enhancements to improve efficiency.
Operational Planning & Out-of-Hours Support
- Develop resource plans to meet fluctuating service demands.
- Provide out-of-hours support when necessary, ensuring IT continuity during critical events.
- Identify areas for automation and process improvements to enhance productivity and service delivery.
Additional Responsibilities
- Assist in IT budget planning and financial management, ensuring cost-effective service delivery.
- Perform other relevant duties as assigned, supporting organizational goals.
Required Qualifications & Experience
- Bachelor’s Degree (or equivalent) in Computer Science, Computer Engineering, Business Systems Analysis & Design, Information Systems Management, or a related ICT field from a recognized university.
- Minimum of five (5) years of experience managing an IT Service Desk, Helpdesk, or technical support team.
- Proven expertise in IT development, implementation, and maintenance of information and communication technologies.
- ITIL (Information Technology Infrastructure Library) certification at Level 3 or equivalent is an added advantage.
- Experience managing a multi-million-dollar IT budget, vendor contracts, and service level agreements (SLAs).
- Knowledge of support platforms, including self-service portals, chatbots, and automated troubleshooting tools.
- Strong leadership, analytical, and decision-making skills to drive team performance.
- Excellent communication and negotiation abilities, particularly in vendor governance and service management.
Age Requirement
- Applicants must be under 50 years old at the time of application. (This does not apply to internal candidates.)
Core Competencies for ECOWAS
Leadership & Problem-Solving Skills
- Ability to influence stakeholders, introduce new ideas, and drive service improvements.
- Capability to lead, mentor, and build a high-performing team while fostering teamwork.
- Ability to resolve IT challenges independently and recommend strategic solutions.
Technical & Analytical Expertise
- Strong knowledge of ECOWAS IT policies, security frameworks, and operational procedures.
- Ability to analyze service trends, identify performance gaps, and implement corrective actions.
- Expertise in financial management, budget planning, and contract negotiations for IT services.
Communication & Interpersonal Skills
- Ability to engage with clients, IT teams, and senior management to ensure seamless service delivery.
- Excellent written and verbal communication skills, with the ability to prepare technical reports and documentation.
- Proficiency in one of ECOWAS’s official languages (English, French, or Portuguese). (Knowledge of an additional language is an advantage.)
Diversity, Inclusion & Gender Mainstreaming
- Commitment to workplace diversity and ability to work effectively in a multicultural environment.
- Sensitivity to cultural differences, gender perspectives, and inclusion of underrepresented groups in IT services.
- Ability to advocate for unbiased and transparent service delivery, ensuring equitable IT support for all staff.
Assessment & Selection Process
Qualified candidates will be assessed based on:
- A written test to evaluate technical skills and problem-solving abilities.
- A competency-based interview focusing on leadership, analytical thinking, and service management expertise.
Work Environment & Diversity Commitment
ECOWAS promotes an inclusive and equitable work culture, emphasizing:
- Gender equality and the empowerment of women in leadership roles.
- Equal opportunities for individuals from minority groups, indigenous populations, and persons with disabilities.
- A strong commitment to employee well-being, fostering a healthy work-life balance.
We encourage applications from women and underrepresented groups to drive workforce diversity.
Salary & Benefits
- Annual Salary Range:
- UA 56,591.37 / USD 89,289.87 (based on experience and qualifications)
Application Process
Deadline: April 21, 2025
How to Apply:
Interested and qualified candidates should submit their applications via email to:
Email Subject: Service Desk Manager Application
Download Application Form:
Important Notes
- Selection is subject to background verification and reference checks.
- ECOWAS does not charge any fees for job applications, interviews, or recruitment processes.
- Applicants should beware of fraudulent recruitment schemes requesting bank details or payments.
