Supervisor (Technical Support Services) (G-6)

Duty Station:	Vienna, Austria
Issue Date:	27 November 2012
Application Deadline:	26 December 2012
Type of Appointment:	Either a Fixed-term appointment (if the candidate already holds a Fixed-term appointment) or Temporary-assistance appointment (in all other cases) may be offered, both subject to a probationary period of 1 year
CCOG codes:	2.B.07

Organizational Setting

The Division of General Services is one of the six Divisions in the Department of Management. The Division of General Services (MTGS) provides service functions through the Director's Office and five Sections: Facilities Management, Seibersdorf Facilities Management, Archives and Records Management, Transport and General Support, and Commissary Management. Under the Facilities Management Section, the Project and Technical Support Services Unit (PTSSU) is composed of the Projects and Buildings Group and the Technical Support Services Group (TSSG). TSSG is responsible for providing technical services for IAEA meetings and conferences in the Vienna International Centre (VIC) and the Austria Centre Vienna (ACV) including set up and operation of worldwide video conferences and video job interviews for the IAEA. The Supervisor must be able to act independently and make decisions that impact customer service. Excellent judgement, accuracy and initiative when dealing with internal and external customers and counterparts are required.

Main Purpose

Reporting to the Unit Head, PTSSU, the Supervisor is responsible for coordinating the daily operation of the Technical Support Services Group, which operates conference rooms and video conference studios in the VIC as well as in ACV on demand. He/she is a team leader of six staff members and the main technical focal point for provision of all conference related technical services. He/she is the primary contact point for internal stakeholders and external counterparts, and will have specialist knowledge that can contribute to the constant effort to improve quality of service and customers' satisfaction.

Working Relationships

The Supervisor is in daily contact with staff at large, internal stakeholders such as the Division of Conference and Document Services (MTCD) and the Division of Human Resources (MTHR), and outside counterparts (UNIDO BMS and vendors). He/she provides information and advice regarding technical problems and solutions, estimation of equipment purchase and installation costs, and technical requirements for TSSG services. Contacts also involve discussion or explanation, and sometimes negotiation. The Supervisor liaises with other programme areas on matters relevant to the work of TSSG.

Functions / Key Results Expected

Assigns tasks to achieve efficiency and broad job knowledge within the team; sets work priorities; checks work in progress and upon completion; monitors compliance with work related rules and procedures; and provides feedback on staff performance. Maintains monthly record of statistics such as number and type of conference events supported and services delivered. Prepares standard set of statistics and annual report of TSSG's activities and outputs. Evaluate statistics to forecast service needs and improvements. Answers queries from customers; identifies problems, evaluates, decides and/or recommends to the Unit Head appropriate solutions to unprecedented problems and complaints. Documents technical equipment and systems in the VIC, processes and procedures used, and develops and maintains the Group's Operations Manual. Adopts best practice to achieve compliance with relevant standards and regulations for optimal and cost effective services. Identifies and implements process improvements at his/her own workplace, or recommends workflow streamlining within his/her own organizational unit to achieve efficient process delivery. May liaise with other concerned work areas in process streamlining. Develop, recommend and regularly review internal service requests and service delivery procedures including service improvements, process streamlining and potential cost savings. Plans for TSSG staff training to keep abreast with industry standards and technological innovations. Operate, install, maintain, troubleshoot and repair multi-channel interpretation, audio/video equipment and multimedia computer presentation systems at meetings and conference rooms. Operate and administer the IAEA Digital Records Library. Re-install conference related systems after re-configuration of VIC conference rooms, program and test the new setups. Set up, operate and service worldwide video conferences and video job interviews; set up, operate, service and maintain video conference systems in conference rooms including guiding and assisting customers.

Knowledge, Skills and Abilities

Established ability to supervise activities of, and delegate to, a diverse workforce and to cope with a variety of situations under pressure. Possesses a high degree of attention to details. Ability to prioritize work assignments, organize own schedule, perform routine work independently, meet deadlines, and adapt to constantly changing demands and multitasking. Ability to manage an extremely heavy workload under pressure. Thorough knowledge of installation, maintenance and operation of simultaneous interpretation equipment, digital recording, sound system, TV, video, computer projection, and video conferencing equipment is required. Good computer skills and knowledge of the MS Office package (Word, Excel, Power Point, Outlook) which is the IAEA standard and the ability to use databases. Excellent interpersonal skills, including the ability to operate effectively across organizational boundaries and the ability to establish and maintain working relations in a multicultural, multi-ethnic environment with sensitivity and respect for diversity. Excellent communication skills in both oral and written forms are essential; Ability to write reports and performance reviews desirable.

Education, Experience and Language Skills

Completed secondary education with a diploma, or equivalent, in multimedia electronics / telecommunications. Minimum of six years of relevant or comparable experience (with demonstrable recent experience in providing technical services for conferences and video conferences), preferably in an international environment. Demonstrated supervisory experience. Training certificate / licence in the field of multimedia electronics, audio and video recording, video conferencing and similar is strongly desired. English Language Test (Level 2) to IAEA standard. Excellent knowledge of both oral and written English essential. Knowledge of German highly desirable. Knowledge of another official IAEA language (i.e. Arabic, Chinese, French, Russian, or Spanish) an advantage.

Remuneration

The IAEA offers an attractive remuneration package including a tax-free annual net base salary starting at €46 145 (subject to mandatory deductions for pension contributions and health insurance), six weeks' annual vacation, pension plan and health insurance.

How to Apply

Internal and external applicants need to complete an IAEA Personal History Form. Internal applicants are required to apply online at https://personnel.iaea.org. External applicants are required to apply online athttp://recruitment.iaea.org. You can find more information about employment opportunities and working at the IAEA at http://www.iaea.org/About/Jobs. No e-mail or hard-copy application will be accepted. All applicants will be informed of the outcome of their application in due course. Applications received after the application deadline will not be considered. Applicants who do not comply with the aforementioned application guidelines or do not meet the essential requirements specified in this Vacancy Notice will not be considered. Appointment is subject to a satisfactory medical report. Recruitment will be on a LOCAL BASIS only.Outside applicants are required to supply to the IAEA or to authorize it to seek all information relevant to their suitability for employment by the IAEA. Testing may be part of the recruitment process.

Applicants should be aware that IAEA staff members are international civil servants and may not accept instructions from any other authority. Staff members may be assigned to any location. The IAEA retains the discretion not to make any appointment to this vacancy, to make an appointment at a lower grade or with a different contract type, or to make an appointment with a modified job description or for shorter duration than indicated above.