Work for the IMF. Work for the World.

Job Summary

Under the general supervision of the Head of Infrastructure Production Support in the Information Technology Department of the IMF, the selected candidate will work closely with the Service Delivery Lead (SDL) responsible for Workplace & Help Desk Services within the same division. Their main responsibilities will include, but are not limited to, managing and leading the Workplace environment, and advising and proposing new and improved solutions to the Head of Infrastructure Production Support as needed. In partnership with a domain architect, the engineer will be considered the IMF’s subject matter expert on the domain and the specific platforms in use at the IMF.

The Workplace technical work is mostly done by Managed Service Providers (MSP). The Workplace Services (WS) scope includes:

• All user endpoints, including Windows and macOS desktops and laptops, VDIs, printers, mobile devices (iPad and iPhone)
• Software packaging and distribution
• The full lifecycle of various related applications, such as SCCM, Chrome, Edge, Windows, macOS, Office 365 client
• End user support (helpdesk) and Tier 2/3 for the above.
• Asset management, problem management, incident management, risk management, knowledge base management, change management related to the above.
• Non-standard software installation requests

Major Duties and Responsibilities

• Supervises operational work as well as project work (capital and admin), such as the upgrade of software and introduction of new software and hardware.
• Manages admin and capital projects including project planning, budget, and invoicing.
• Works closely with the MSP to measure output against Service Level Agreements for services they provide.
• Collaborates with other IT teams and as needed to assist in their projects and initiatives by providing services WS is responsible for, such as provisioning of endpoints, packaging software etc.
• Provides the highest level of service quality to ensure that the WS platform is stable, secure, user friendly, well performing and in line with IMF’s Infrastructure architectural standards.
• Participates and if needed leads Multi-User Incidents (MUI) work to resolve problems
• Works with our hardware and software partners (e.g. Microsoft and Lenovo).
• Responsible for creating and presenting roadmap plans and presentations for the WS area.

Minimum Qualifications

• Advanced university degree in computer science, engineering, mathematics or related field of study or equivalent, plus a minimum of four (4) years of relevant professional experience; or,
• Bachelor’s degree in computer science or a related field of study plus a minimum of ten (10) years of relevant professional experience is required.
• 3+ years managing technical teams or MSP (Managed Service Provider) contract with experience in infrastructure disciplines
• Broad technical knowledge across infrastructure domains acquired through experience working in infrastructure and operations technical positions.

Technical depth in the specific area referenced below:

• Proficiency in PC (Windows) and Mac (macOS) configuration management and vulnerability remediation of both physical and virtual devices.
• Proficiency with software packaging and deployments.
• Proficiency in industry standard endpoint management tools including Microsoft Endpoint Configuration Manager (SCCM), JAMF, Microsoft GPOs, etc.
• Excellent written and verbal communications, and presentation skills.
• Demonstrated experience in ITIL-based Service Management role.
• Experience in leading projects, including budget and team management.
• Experience in Office/Microsoft 365 configuration management and deployments.

This vacancy shall be filled by a 3-year Term appointment in accordance with the Fund’s new employment rules that took effect on May 1, 2015.

Department:

ITDIO Information Technology Department Infrastructure & Operations

Hiring For:

A11, A12

The IMF is committed to achieving a diverse staff, including age, creed, culture, disability, educational background, ethnicity, gender, gender expression, nationality, race, religion and beliefs, and sexual orientation. We welcome requests for reasonable accommodations for disabilities during the selection process.