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IT Service Manager (Remote | Volunteer Position) 📍 Global | 🕐 Flexible Hours | 🌍 emgprd.org
Descripción
Descripción
About the Role
EMG PRD is looking for an IT Service Manager to oversee the quality, reliability, and continuous improvement of our internal IT services. In this role, you'll help ensure that our volunteer teams — spread across the globe — have the technology support and structure they need to do their work effectively.
What You'll Do
- Own the end-to-end IT service management process, including incident, problem, and change management
- Define and monitor service level agreements (SLAs) for internal support requests
- Coordinate with our Service Desk (Zammad) to ensure timely resolution of volunteer and staff IT issues
- Identify recurring issues and drive process improvements to reduce ticket volume
- Collaborate with IT Administration, IAM, and Architecture teams to align service delivery with infrastructure changes
- Maintain documentation of IT service processes and best practices
- Report on service performance metrics to organizational leadership
What We're Looking For
- Experience in IT service management (ITIL knowledge or certification is a plus)
- Familiarity with service desk platforms (Zammad experience is a plus, but not required)
- Strong organizational and process-oriented mindset
- Ability to work independently in a remote, distributed team environment
- Strong communication skills in English (additional languages are a plus!)
- A genuine interest in supporting environmental protection, medical rescue, or disaster response missions
What You'll Gain
- Real responsibilities from day one — not just busy work
- The opportunity to shape IT service processes for a growing international NGO
- A clear advancement path within emgprd.org's volunteer career system
- Access to your official @communitymember.emgprd.org Google Workspace account
- A collaborative team and active Slack community from day one
- A reference and certificate of volunteering upon request
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🚀 Your Path to Joining Us
- Apply
Submit your application via our ATS Portal or directly here on Idealist: 👉 Apply via ATS Portal
- Join the emgprd.org Workspace (Discourse)
Connect with our team on our Discourse community platform: 👉 Join Workspace
Introduce yourself immediately in the "Who are you?" channel — your real name, your background, your motivation. Be active. Be present.
⚠️ Accounts that do not follow community rules can be deleted as early as 30 minutes after joining.
- Review the Volunteer Agreement
Take a look at our standard agreement while your profile is being set up: 👉 Review Agreement (PDF)
- Create Your Assessment Center Account
Register in our Assessment Center — your role-specific assessment will be assigned there: 👉 Open Assessment Center
⚠️ No account created within 7 days = account deleted. No activity within 3 days of introducing yourself = account deleted.
- Complete Your Assessment
All answers are open-ended — no numerical scores. Show us who you are.
- Sign Your Agreement & Get Full Access
Pass your assessment → sign your Volunteer Agreement → welcome aboard as a Community Member (Pioneer) with full access to the emgprd.org ecosystem.
🔎 Full details: portal.emgprd.org/recruitment-process
📈 Your Path Forward
We have a 9-rank system from Pathfinder to NPO Visioneer — with verified digital badges at every level. 👉 Discover your future at emgprd.org
❓ Questions?
Workspace: Join Discourse Meet Brian (24/7 AI Assistant): Available directly on our website.
We look forward to welcoming you to the team!
