- Company Name
- Contact One Communications, Inc.
- Job Title
- 3319 HR Help Desk Support Manager
- Job Description
-
**Job Title:** HR Help Desk Support Manager
**Role Summary:**
Lead a Level 0 HR helpdesk, training, and workforce data maintenance service for NATO commands. Oversee helpdesk operations, manage team rotations, conduct remote data administration, provide SME guidance, deliver training, and perform quality audits, ensuring service levels meet NATO KPIs.
**Expectations:**
- Meet response time KPI of 1‑3 days and resolution time KPI of 1‑10 days.
- Resolve ≥70 % of non‑CIS incidents and service requests without escalation.
- Maintain accurate reporting, knowledge base, and FAQ repository.
- Deliver monthly, quarterly, and annual reporting to NATO stakeholders.
- Conduct up to 4 on‑site audits/visits per year.
**Key Responsibilities:**
- Lead helpdesk team; schedule rotational primary/secondary roles.
- Serve as primary contact for phone and e‑mail support.
- Process incoming tickets, monitor SLA compliance, and prioritize tasks.
- Administer workforce and personnel data remotely for assigned commands.
- Develop and maintain analysis filters, reports, and data quality checks.
- Investigate issues in collaboration with application/data specialists.
- Conduct bulk data validation, ensure data integrity before monthly reports.
- Provide SME advice to J1 staff on establishment quality.
- Monitor and protect personal data in HR systems.
- Support HR User Group conferences and general administrative tasks.
- Perform on‑site training visits; deliver courses per NATO training plan.
- Create, maintain, and improve training course syllabi and materials.
- Consolidate inputs for training course maintenance.
**Required Skills:**
- Helpdesk operations and ticket management.
- Workforce/personnel data administration and validation.
- Proficiency in HR application suites (e.g., continental NATO HR systems).
- Strong analytical skills; ability to develop filters and reports.
- Knowledge Base creation and FAQ management.
- Training delivery, e‑learning package development (e.g., Articulate).
- Effective communication in English; bilingualism a plus.
- Team leadership, scheduling, and task prioritisation.
- Familiarity with NATO Workforce Policy, MC 216/5 (AAP‑16E) or equivalent.
- Experience with data quality audits and compliance.
**Required Education & Certifications:**
- Higher secondary education (or equivalent) in Human Resources, Social Sciences, Computer Science, Business Administration, Public Administration, or related discipline.
- 5 + years of experience in a NATO, international, or national military HR/welfare data environment.
- Minimum 2 years in the last 3 years as a centralized helpdesk operator.
- Minimum 3 years using current HR applications in the last 5 years.
- Minimum 1 year experience delivering training in automated HR or MIS contexts.
- Knowledge of NATO Workforce Policy MC 216/5 or similar international workforce procedures.
- Certification in ITIL, HRMS, or related fields is desirable.