HR Helpdesk Manager at Spektrum

Mons, Wallonia, Belgium -

Full Time

Start Date

Immediate

Expiry Date

22 Feb, 26

Salary

0.0

Posted On

24 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

HR Applications, Data Management, Cyber Security, Training Techniques, Helpdesk Operations, Quality Assurance, Data Analysis, Personnel Management, Communication Skills, Problem Solving, Organizational Skills, Report Generation, Customer Support, Team Management, NATO Policies, E-Learning Development

Industry

Staffing and Recruiting

Description

Spektrum have a wide range of exciting opportunities in several global locations. We are always looking to add great new talent to our team and look forward to hearing from you. Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects. Who we are supporting The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium. The NCIA provides a wide range of services, including: Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats. Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations. Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces. Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks. Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers. Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities. The program Assistance and Advisory Service (AAS) The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V. To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce. Role ID – C004460 Role Duties and Responsibilities Remotely administer the workforce and personnel data of the assigned commands: Develop and maintain analysis and report filters, as required (response time for the request is within 1 and 3 days, work completed according to the plan). Investigate problem reports in liaison with appropriate application and/or data specialists (response within 1 and 3 days depending on the priority). Support the data administration of HR applications and work products, including analysis and implementation of requirements for organisational structures, both Peacetime (PE) and Crisis (CE) establishment. Perform validation on bulk data entry upload and modification submissions, to ensure data quality. Provide SME advice and guidance to the PE and CE staffs in J1 for preparation of new/amended establishment quality. Perform quality checks and carry out remedial action on NCS data prior to the production of the monthly, quarterly, annual and other periodic reports required for submission to the Nations via the IMS. Prepare input to staff papers and HQs' statistical reports, as required. Conduct checks and produce reports to support protection of personal data held in HR systems. Provide HR User Group (UG) conference support, and general administrative support as directed by SO/SDM. Perform annual on-site support visits and quality audits to HQs as directed by SO/SDM with an estimated maximum of 4 visits per annum. Each visit normally requires 5 working days including travel. Deliver courses to students at SHAPE, using the Training systems, and at other NATO HQs (according to the annual training plan): Participate in and support the course planning, enrolment, selection, delivery and subsequent award of qualifications according to the training Plan. Create, maintain, and improve the Training Courses and materials baseline. Perform annual on-site training visits as requested by individual HQs combined with an already planned visit. Consolidate and review input for the maintenance of training course syllabi. Manage the Helpdesk team and prioritize tasks and provide update to Management. Provide Helpdesk assistance to HR Users at all HQs across NCS, Operational theatres, IMS, NCIA, NFS and MoU organisations. The Helpdesk Manager / SO/SDM will plan the monthly HR Helpdesk tasks on rotational basis with the following possible roles: Act as Primary Helpdesk Clerk, responsible to be the primary point of contact for phone calls and helpdesk emails. Act as Secondary Helpdesk Clerk supporting the Primary Helpdesk Clerk by taking over calls when he is busy and processing the incoming helpdesk tickets in the background. Comply with the following helpdesk Key performance indicators: The response time has to be within 1 and 3 days depending on the priority. The resolution time has to be within 1 and 10 days depending on the priority. The target for the helpdesk is to resolve 70% of the non-CIS incidents and service requests without further escalation. Support the HR User Support websites and ticketing system. Establish and maintain a reporting, recording and FAQ knowledge base in support of the centralised helpdesk. Essential Skills, Experience and Certifications At least five years' experience with NATO's workforce and/or personnel data management or a national military's equivalent with two years' experience in the last three years. At least three years' experience in the last five years using the current HR applications or another similar enterprise-wide military workforce/personnel management application. At least one year training experience in the last five years in the application and use of automated HR systems or related Management Information Systems. Strong understanding of training techniques are required. At least two year's experience in the last five years as a centralised helpdesk operator. At least six months' experience in the last five years using automated products to support development of e-learning packages is desirable (for example, Articulate). At least one year's experience in the last five years in a position that required use of NATO's Workforce Policy and Procedures, MC 216/5 (AAP-16E) or the use of similar International organisation/governmental organisation Workforce Policy and Procedures is desirable. Education Higher Secondary education and intermediate training in human resources management, social sciences, computer science, business administration, or related field, public administration or related discipline for specific task related skills, with 5+ years' experience in NATO or International or a National military setting. Language Proficiency Work will be conducted in English, both oral and written. The Resources must possess a proficiency in English equivalent to or higher than the NATO Standardized Level Profile 3, 3, 3, 3 (i.e., Listening, Speaking, Reading, and Writing skills must be excellent) set in NATO STANAG 6001 (B2, B2, B2, B2 using CEF). Working Location Mons, Belgium Working Policy On-site Travel Some travel to other NATO sites may be required Security Clearance Valid National or NATO Secret personal security clearance We never know what new opportunities might be just over the horizon. If this opportunity isn't for you please feel free to send us your resume anyway and be the first to know if something suitable for your skills and experience comes up.

Responsibilities

The HR Helpdesk Manager will remotely administer workforce and personnel data, ensuring data quality and providing support for HR applications. They will manage the Helpdesk team, prioritize tasks, and assist HR users across various NATO organizations.