Information Systems Officer – Head of Service Desk

About the role

The United Nations Office of Investment Management is seeking an experienced Information Systems Officer to lead its Service Desk. Based in New York, the role reports to the Senior Information Systems Officer and oversees the end‑to‑end delivery of IT support services for a global investment team.

Key responsibilities

• Lead the Service Desk as the central hub for intake, triage, routing, escalation, knowledge management and reporting.
• Automate standard request and incident workflows, including auto‑assignment, categorisation, prioritisation and knowledge article suggestions.
• Evaluate, configure and extend ServiceNow capabilities and integrations to improve service delivery and operational efficiency.
• Monitor ticket trends, backlog ageing and performance indicators, identifying bottlenecks and recommending process improvements.
• Maintain the configuration management database and inventory of endpoints and software assets.
• Support platform governance, ensuring consistent workflows, data standards and security controls for both local and remote users.
• Coordinate testing, validation and deployment of enhancements, automations and new modules.
• Escalate incidents according to cybersecurity and operational procedures to ensure service continuity.
• Promote self‑service adoption through knowledge articles and service catalogue optimisation.

Required profile

• Proven experience leading a Service Desk or similar IT support function in a large, multi‑national environment.
• Strong analytical skills with the ability to translate user requirements into technical solutions.
• Understanding of IT service management best practices and governance.
• Excellent communication skills for interaction with diverse user groups and technical teams.

Required skills

• ServiceNow platform configuration and administration.