Senior IT Support Analyst bei Tony Blair Institute for Global Change

We don’t just talk, we do. Lead the change with us.

At the Tony Blair Institute for Global Change, we work with political leaders around the world to drive change. We help governments turn bold ideas into reality so they can deliver for their people. We do it by advising on strategy, policy and delivery, unlocking the power of technology across all three. And by sharing what we learn on the ground, so everyone can benefit. We do it to build more open, inclusive and prosperous countries for people everywhere.

We are a global team of over 800 changemakers, operating in more than 40 countries, across five continents. We are political strategists, policy experts, delivery practitioners, technology specialists and more. We speak more than 45 languages. We are working on over 100 projects, tackling some of the world’s biggest challenges. We’re all here at TBI to make a difference.

In a world of ever more complex challenges, we believe diversity of background and perspective is a strength. We pride ourselves on a culture that values and nurtures difference. We are dedicated to unlocking potential, not only for the countries we work in but also for each of our team members. No matter where you’re from or who you are, if you’re passionate about the transformative power of progressive politics, we invite you to build a better future with us.

Role Summary

About the Digital and Technology team. 

The Digital and Technology team plays a critical role in powering the Tony Blair Institute’s ambition to deliver impact at speed and scale. We design, build, and run digital services that support our mission and enable our teams to work smarter, move faster, and reach further.  

Our work spans delivering best-in-class internal tools, harnessing data to drive insights, embedding AI across the organisation, and shaping the digital and technology environment that underpins everything we do. 

We operate as strategic partners to the Institute’s global teams, providing expertise in digital products, platforms, and transformation. We believe technology should amplify human potential — making us more connected, more agile, and more impactful in everything we do. We are building a modern, product-led, and user-centric digital capability, grounded in agile ways of working and a culture of continuous improvement. Joining us means being part of a team that is reimagining how technology can support meaningful global change. 

About the Role 

This role is an exciting opportunity for an IT professional to be part of a dynamic, fast-paced team supporting a global organisation. As a key member of the IT Service Desk, you will serve as the first point of contact for technical support, providing high-quality service to TBI staff across the Americas region (North, Central & Southern America and the Caribbean) and internationally. This hands-on position involves close collaboration with colleagues across the broader digital team to support continuous improvement and deliver impactful solutions at pace. We are seeking a candidate with solid experience in IT support who is also keen to broaden their expertise into areas such as Salesforce administration or digital product development.

Salary range: $70,000 - $85,000.

Candidates must have the right to work in the USA and be able to work in-person in Washington DC.

Key Responsibilities 

• Global User Support: Provide responsive 1st and 2nd line technical support to TBI’s end users, enabling them to undertake their roles in a secure and professional environment. Working collaboratively with our helpdesks in London, Nairobi, Dubai and Singapore to handover tickets and tasks, ensuring that our staff receive timely assistance wherever they are located globally.
• Incident Management: Respond to and resolve IT service requests and incidents via phone, email, chat or in-person, ensuring timely resolution and maintaining high levels of customer satisfaction.
• Troubleshooting: Diagnose and troubleshoot hardware and software, escalating more complex issues to senior analysts.
• Onboarding: Onboarding new members of staff, ensuring that their IT services, laptop and other devices are ready to go on day one.
• Asset Management: Working with the ITAM team to ensure all end user IT assets are captured and the asset management system is kept up to date.
• Procurement: Working with Procurement to manage suppliers across the region, ensuring that we get the very best value and services for TBI.
• Knowledge Base: Contribute to the development and maintenance of a knowledge base, creating and updating support documentation and user guides.
• Security: Working with the Cyber Security Engineer to assist in maintaining the security compliance across the end user environment (laptop, mobile devices) including multi factor authentication, anti-virus protection and threat detection.
• Compliance: Ensure all IT activities comply with company policies, procedures, and security standards.
• Business application support: Provide 1st line support for business applications.

Person Specification 

Essential Skills

• Strong experience working within an onsite IT Support Role 
• Excellent communication skills, including the ability to communicate technical information to non-technical stakeholders.
• Excellent analytical and problem-solving skills to identify and resolve technical issues.
• Self-starter, able to take initiative and find a resolution to new issues and share knowledge with other team members.
• Capable of working individually and as part of a global remote team.
• Experience providing support to senior executives/VIPs.
• Working knowledge & experience with:
• Window 10/11
• MacOS/iOS
• Microsoft 365
• Slack
• Entra (Azure Active Directory)
• Exchange Online
• MDM Tools
• ITSM application or other IT Service Desk ticket management tools.
• Demonstrates the ability to prioritise against tight deadlines.
• Ability to take the lead on projects and problems when requested or as appropriate.
• May require a flexible working schedule in order to accommodate department needs, including some evenings and weekends.

Desirable Skills

• Experience of working within a head office environment.
• Experience of working in a global service desk function.
• Knowledge & experience of working with:
• Salesforce
• Zendesk
• JAMF
• Video Conferencing
• Cyber Security Practices

Closing Date: