System Support Team Lead

  • Entry-level, Full-time staff position
  • Posted on 12 July 2018

Job Description

Duty Station: Copenhagen, Denmark

Application Dead-line: 17 July 2018

Background Information - Job Specific

The UNOPS ICT Unit is part of the Finance Group within UNOPS and is responsible for architecting, designing, delivering, and managing all UNOPS ICT infrastructure and business applications. The ICT function within UNOPS is currently undergoing a transformation from being a service provider to becoming a strategic business partner. This transformation requires addressing several foundational aspects of enterprise IT as well as embedding innovation and harnessing of cutting-edge technology to deliver solutions to UNOPS that truly address business needs as well as provide greater effectiveness, efficiency and differentiation to UNOPS products and services. ICT’s place within the UNOPS Finance Group also enables the transformation by ensuring that IT decisions are made with a strategic focus on costs, benefits, and risks.

We are looking for highly skilled and motivated individuals who will help us position UNOPS ICT as a truly transformative part of UNOPS.

Functional Responsibilities

Under the supervision of the Head of ICT Delivery, the System Support Team Lead will be responsible for the smooth and efficient functioning of the System Support Team through management and supervision of the team. The Systems Support unit provides end-user support for UNOPS systems and applications as well as plans provides training to end-users.

  1. Management and supervision

  2. End-user support

  3. End-user training

1. Provide management and supervision to the System Support team

  • Act as a mentor for the team and provide expert guidance to the team on relevant functional and technical matters

  • Monitor and manage team team objectives and performance through the use of appropriate support ticket and other metrics. Monitor implementation and oversee progress

  • Establish team priorities, and supervise the implementation of work plans

  • Promote teamwork and collaboration by providing the team with clear direction, objectives and guidance to enable them to perform their duties responsibly, effectively and efficiently

  • Foster a positive work environment, respectful of both men and women, and ensure that the highest standards of conduct are observed

  • Coordinate between the System Support Team and business analysts to communicate feedback and identify process improvement areas


  • Master’s Degree, preferably in Business Administration, Resource Management, Project Management, Information technology or other relevant field is required.
  • A Bachelor’s degree in combination with additional two years of experience may be accepted in lieu of master’s degree.
  • Secondary education in combination with additional six years of experience may be accepted in lieu of a master’s degree


  • Minimum 3 years of experience required in the area of operational support/assistance is required

  • Minimum 2 years of experience from a systems support function with ERP systems is required

  • Experience providing end-user support for Unit4 Business World (UBW) ERP is highly desired

  • Experience managing projects or leading people will be considered an asset

  • Experience in user training as well as developing user guidelines is required

  • Demonstrated experience using applications for Help Desk Support is desired

  • The successful candidate should demonstrate a service-minded approach, possesses good communication skills, good IT understanding, has the ability to learn, and works as a team player


  • Full working knowledge of English is essential.
  • Knowledge of another official UNOPS language is an asset

Contract type, level and duration

Contract type: Individual Contractor Agreement
Contract level: IICA1
Contract duration: one year initially, renewable subject to satisfactory performance and funding availability

For more details about the ICA contractual modality, please follow this link:

About the Organization

UNOPS supports the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage projects, infrastructure and procurement in a sustainable and efficient manner.

Working in some of the world’s most challenging environments, our vision is to advance sustainable implementation practices, always satisfying or surpassing our partners’ expectations.

With over 7,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, wherever they need it.

A flexible structure and global reach means that we can quickly respond to our partners' needs, while offering the benefits of economies of scale.Â

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