HelpDesk Manager-PACE at DAI

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 Qualifications And Experiences
Education

• 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 5-8years 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.

Skills

• 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.

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 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.