Digital Safety Helpdesk Coordinator

About SMEX

SMEX is a non-profit that advances and defends human rights and freedoms in the digital sphere across West Asia and North Africa. SMEX advocates for people in the WANA and the diaspora to be able to access and engage with the internet, mobile services, and other networked spaces safely and without fear of censorship, surveillance, or repercussion. Our teams fulfill this vision through reporting, research, policy analysis, campaigns, and various projects. SMEX is primarily concerned with the impact of technology on human rights, recognizing that digital rights are human rights.

Our vision is for everyone across West Asia and North Africa to be able to access the internet, mobile services, and other networked spaces to communicate and express themselves safely and without fear of censorship, surveillance, or repercussion.

Our mission is to advance digital rights in the WANA region through research, campaigns, and advocacy that encourages users to engage critically with digital technologies, media, and networks.

We believe in the transformative power of access to information and self-expression, both online and offline. We assert that these rights are essential to peaceful, dynamic, and prosperous societies.

Job Overview

SMEX is dedicated to safeguarding the online civic space and protecting the digital rights of activists, journalists, lawyers, civil society groups, marginalized communities, and human rights defenders in Arabic-speaking countries. As part of our mission, we are seeking a dedicated Digital Safety Helpdesk Coordinator to join our Tech Unit. The role of the Helpdesk Coordinator is to ensure the effective operation, management, and expansion of our digital safety support services across various countries in the WANA region. You will play a crucial role in enhancing digital safety and responding effectively to online threats across Arabic-speaking countries. 

Responsibilities

• Coordinate and oversee the day-to-day operation of the Digital Safety Helpdesk, ensuring prompt and effective responses to digital security incidents and inquiries.
• Promptly handle incidents arriving at the Helpdesk in accordance with current processes and procedures of the helpdesk.
• Manage a team of Digital Safety Helpdesk Assistants by providing guidance, training, and mentorship to enhance their skills in handling digital safety issues and assisting users.
• Coordinate the response to digital security incidents, including assessing the severity of threats, implementing mitigation measures, and escalating issues as necessary.
• Plan, coordinate, and prioritize the Helpdesk team's workload and shifts, overseeing the response quality and compliance with established procedures.
• Contribute to the strategic programmatic direction of the Digital Safety Helpdesk Unit, guiding its mission and impact.
• Develop and maintain a repository of digital safety resources, guidelines, and best practices to enhance users' online security and privacy.
• Periodically review and update the policies and procedures of the Digital Safety Helpdesk to ensure they align with best practices while evolving legal and regulatory frameworks.
• Contribute and maintain comprehensive documentation of Helpdesk activities, including incident reports, support tickets, and user feedback. 
• Prepare regular reports on Helpdesk performance, including metrics on response times, user satisfaction, and incident trends.
• Collaborate with local and international partners to expand the reach and impact of the Digital Safety Helpdesk.
• Build and maintain relationships with relevant organizations, networks, and stakeholders in the digital rights and online safety community.
• Conduct ongoing research and follow-up on threats, potential partners, and other topics that influence the Helpdesk, ensuring it remains agile and effective.

Qualifications

• Bachelor's degree in a relevant field such as Information Technology, International Relations, Human Rights, or a related discipline; a Master's degree is a plus.
• Strong people management skills with an ability to lead and motivate a diverse team responding to real-time digital emergencies.
• Proven track record of working on digital rights, online safety, and advocacy initiatives within Arabic-speaking countries.
• Substantial experience in project management, with a focus on digital safety and online security and the ability to plan, execute, and oversee complex initiatives.
• Proficiency in developing, implementing, and monitoring digital safety resources, guidelines, and programs.
• Excellent communication skills, both written and verbal, in both Arabic and English. 
• Experience in advocacy efforts and engaging with policymakers, stakeholders, and international organizations.
• Competency in conducting research and analysis of digital safety threats and challenges.
• Strong organizational and time management skills.

Personal Characteristics

• Passionate about protecting and promoting human rights, including privacy, freedom of expression, accessibility, and open digital culture.
• Proactive, innovative, and willing to take initiative.
• Dedicated to a detail-oriented approach and thoroughness in managing digital safety initiatives.
• An active and empathetic listener.
• Ability to work effectively both independently and as part of a team.
• Efficient time and resource allocation to meet project deadlines.

Behavioral Competencies

• Leadership Skills
• Strategic Thinking
• Team Management
• Active Listening
• Initiative Taking
•  

Additional Information

Duty Station: Beirut, Lebanon

Office Presence: Hybrid/remote       

Employment Status: Full-Time      

Reporting Line: Tech Unit Lead

Supervision Line: Helpdesk Assistants

Salary: $1500-$2000

Application 

The applicant should fill in this form.

Only shortlisted candidates will be contacted.

Applications will be considered on a rolling basis until the position is filled.

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