Service Desk Manager at e.Stream Networks (Nigeria) Limited

Job Purpose

• The Service Manager is responsible for planning, coordinating and controlling the activities of the service desk for both Enterprise and internet subscribers Service team in order to delight, enhance customer loyalty and also meet / maintain organizational and operational agreed SLA. The incumbent is responsible for leading his/her team to support service quality.

Duties and Responsibilities
Strategic Insight and Integration:

• Strategizes, Plan and Co-ordinates the activities of service Desk Unit for enterprise customers).
• Develop and enforce service desk procedures, policies, processes and standards
• Responsible for staying abreast of current technologies (including software’s), industry trends/best practices and regulations as it relates to Service Management and recommend improvement plans.
• Oversee the management of e.Stream network services such as VPN, Internet services and related solutions.

Technical / Analysis and Problem Solving:

• Co-ordinate and manage all incidents and requests including incidents on vendor deployed services for Enterprise customers.
• Investigating and solving complex major incidentsand long-standing problems that have been passed on by service desk team to closure.
• Ensure documentation of all incidents and user requests
• Responsible for having thorough understanding of regulatory requirements with respect to service management
• Analysing statistics or other data to determine the service level provided by e.Stream per customer and per POP’s
• Constant review of vendor service performances in line with the SLA.
• Responsible for ensuring that service level target is adhered to during incident resolution process.
• Maintenance of existing customer accounts through Customer Retention Ratio (CRR) for both corporate and internet subscribers.
• Periodic review of existing resources (personnel, monitoring tools and systems) to ensure quality service support delivery.

Competency / Requirements
Qualifications & Work Experience:

• BSc / HND, MSc in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline.
• Certified/Training on ITIL foundation, ITIL Service operation and CCNA/CWNA
• Training / knowledge on Management skills, Customer service, Soft skill, Service Mgt. training and other relevant certificate applicable.
• At least 7 years of customer support, service management experience, part of this working as a Service Desk Team Lead.

Skills & Abilities:

• Strong knowledge of Network Monitoring Software’s such as Solarwind etc
• Experience in the use of software applications including the Microsoft Dynamics CRM
• Strong Technical understanding of network topology and infrastructure.
• Ability to drive initiatives independently.
• Planning and organizing
• Presentation
• Leadership
• Relationship & People Management
• Process Improvement
• Tracking Budget Expenses
• Developing Standard Operating Procedures
• Service Desk Experience
• Emphasizing Excellence.

KPAs:

• Improve Customer satisfaction to reduce churn rate
• Reducing surcharge arising from delay incident resolution
• Improve Support Team technical skills to improve service resolution time
• Maintain good relationship with Vendors & Customers
• Ensure proper documentation of customer records.
• Strict Compliance to QMS Standards.

Physical requirements:

• This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.

Direct reports:

• Service Desk Support team.

Remuneration
Very Attractive.