HelpDesk Manager Job at Development Alternatives Incorporated (DAI)

Development Alternatives Incorporated (DAI) is an international development company. For more than 45 years, we have worked on the frontlines of international development, tackling fundamental social and economic development problems caused by inefficient markets, ineffective governance, and instability. Currently, DAI is delivering results that matter in some 80 countries.

Our development solutions turn ideas into impact by bringing together fresh combinations of expertise and innovation across multiple disciplines. Our clients include international development agencies, international lending institutions, private corporations and philanthropies, and national governments.

We are recruiting to fill the position below:

Job Position: HelpDesk Manager

Job Location: Nigeria (Primary base in one of the PACE operational states or Abuja)
Contract Type: Fixed-Term (Project-Based)
Reports to: PACE Knowledge Management/Help Desk Lead
Name of Project: Partnership for Agile Governance and Climate Engagement (PACE) Programme

Program Overview

• The Partnership for Agile Governance and Climate Engagement (PACE) is a 48-month programme funded by UK International Development. It aims to support coalitions to influence the government to resolve Nigeria’s climate and governance problems affecting the poorest and most vulnerable and hold them accountable for the country’s climate change objectives. 
• It is managed by DAI Global UK in association with The Policy Practice, Women Environmental Programme, the International Centre for Energy, Environment and Development, Accountability Lab, Integrity, and Bridge that Gap Nigeria. 
• The programme objectives will be achieved by increasing state government income from internally generated revenue; mainstreaming climate action into state government policy, planning and budgets; and strengthening election delivery and credibility. 
• PACE will achieve this by working with multi-stakeholder coalitions at the federal and sub-national levels including civil society organisations, the private sector, progressive state governments, and the Federal government, thinking and working politically and using applied political economy analysis, through a Whole of Society approach. 
• PACE emerges from a rich legacy of over two decades of governance reform efforts in Nigeria, drawing on the successes and lessons learned from previous initiatives. These include the Partnership to Engage, Reform and Learn (PERL), the State Partnership for Accountability, Responsiveness and Capability (SPARC), the State Accountability and Voice Initiative (SAVI), and the State and Local Government Programme (SLGP). 
• The programme is implemented in Kaduna, Kano, and Jigawa in north-western Nigeria, with targeted strategic engagement at the federal and regional levels but aims to influence change in all 36 states of Nigeria.

Purpose of the Role

• The Helpdesk Manager will provide high-quality technical, advisory, and operational support to PACE stakeholders, including state and federal government officials, civil society organizations, private sector coalitions, and international partners. 
• This role is critical to ensuring effective stakeholder engagement, information dissemination, capacity building, and troubleshooting related to governance reform and climate resilience initiatives.
• The Helpdesk Manager will also play a key role in coordinating knowledge-sharing platforms, providing technical advice on public financial management, climate finance, and gender-inclusive governance processes, and ensuring that PACE partners have the tools and resources needed to implement sustainable reforms

Key Responsibilities
Technical Support and Advisory:

• Provide on-demand technical assistance to state and federal government agencies on public financial management, climate policy integration, and revenue optimization.
• Support coalitions of reformers with technical advice on governance and climate resilience strategies.
• Maintain a repository of resources, including toolkits, searchable databases, and best practices for use by government officials, civil society organisations, and other stakeholders.

Stakeholder Engagement and Capacity Building:

• Facilitate training sessions and workshops on climate governance, gender inclusion, public financial management, and coalition-building.
• Act as the primary point of contact for PACE stakeholders seeking guidance on project activities and governance[1]related challenges.
• Build and maintain relationships with Commissioners of Planning and Budget, senior women in public service, and other key stakeholders to promote communities of practice.

Knowledge Management:

• Develop and manage a centralized helpdesk system to log, track, and resolve inquiries or issues from stakeholders.
• Regularly update and disseminate resources, tools, and insights on governance and climate resilience.
• Prepare reports, summaries, and recommendations based on stakeholder inquiries and helpdesk activities.

Monitoring and Evaluation:

• Track and analyze trends in stakeholder inquiries to identify recurring challenges and opportunities for program improvement.
• Contribute to programmatic reports by highlighting insights gained through helpdesk activities.

Coordination and Communication:

• Work closely with the PACE Knowledge Management/Help Desk Lead and other project staff to align helpdesk operations with broader program goals.
• Collaborate with PACE’s coalitions to ensure seamless integration of technical support with ongoing initiatives.
• Support the management of PACE’s strategic opportunities fund by identifying emerging needs and priorities.

Key Performance Indicators (KPIs)

• Response time and resolution rate for helpdesk inquiries.
• Quality and frequency of resources disseminated to stakeholders.
• Reform adoption by non-focal states
• Stakeholder satisfaction with helpdesk services.
• Number of capacity-building sessions conducted, and participants reached.

Deliverables:

• A functional, user-friendly helpdesk system for PACE stakeholders (platforms, non-focal states etc.).
• Reports and insights from helpdesk activities to inform program strategy and improvements including analytics and search for opportunities.
• Training materials and toolkits on governance and climate-related topics.
• Strengthened partnerships and coalitions to drive PACE objectives.

Key Qualifications and Experiences
Education:

• Candidates should possess a Degree in Public Administration, Environmental policy, Political Science, Economics, International Development or a related field. A postgraduate qualification is an advantage.

Experience:

• Minimum of 5-8 years of experience in governance, public financial management, or climate policy.
• Proven expertise in managing helpdesk or technical advisory functions in donor-funded projects or public-sector programs.
• Demonstrated experience in coalition-building, stakeholder engagement, and capacity development.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficiency in knowledge management systems and tools.
• Ability to produce high-quality reports, summaries, and technical recommendations.
• Strong understanding of gender equality and social inclusion in governance processes.

Knowledge:

• Familiarity with Nigeria’s public financial management, governance systems, and climate resilience frameworks.
• Awareness of global best practices in governance reform and climate adaptation.

Note: DAI will only contact candidates that are successful at this prequalification stage.