Senior Manager, IT Service Desk & OSS Platforms at IHS Towers

Reports To: IT Director

Summary

• Oversee the IT Service Desk team and manage all aspects of the Operations Support Systems (OSS) supporting the IHS's Network Operations Centre (NOC).

Responsibilities
Manage IT Service Desk 7 x 24 Operations:

• Oversee IT Service Desk resources supporting IHS business users in Lagos and across Nigeria
• Ensure efficiency in organization and internal team workings
• Handle shift work assignments effectively and efficiently
• Train and supervise team to ensure quality in handling internal company customer complaints
• Ensure extremely high-rate of problem resolution without escalation to second level
• Team coaching & guidance.

Manage IT Technical Support Team:

• Oversee IT Technical resources supporting installation of desktops, laptops, local cabling, etc.
• Oversee deployment of printers and other IT equipment across IHS offices in Lagos and Regions
• Manage the fixing of laptops and printers (if can be done in-house)
• Manage stock of laptops and inventory of peripherals
• Ensure efficiency in organization and internal team workings
• Handle shift work assignments effectively and efficiently
• Train and supervise team to ensure quality in handling internal company customer complaints
• Ensure extremely high-rate of problem resolution without escalation to second level
• Team coaching & guidance.

Manage Resource(s) for technical projects supporting our NOC Center:

• End-to-end management of project from requirements, vendor development, and internal testing to deployment
• Vendor meeting management.

Internal Stakeholder Engagement:

• Hold regular Change Advisory Board (CAB) sessions with the NOC Management and other key stakeholders
• Manage technical resource(s) for all aspects of the services IT provides to NOC (e.g. reporting, SIM management, APN management, etc.)
• Handle escalations in a professional and timely manner
• Reporting as and when required.

Manage vendor resources ensuring timely and successfully delivery.

Education and Experience

• University degree - IT or related field
• Industry experience – preferred Telecom Operator experience (10+ years, 5+ years as a manager).

Competencies:

• Demonstrable experience of managing managers and technical resources.
• Prior experience managing IT Help and Support functions
• Knowledge in OSS & Help Desk Platforms
• Ability to align work streams and deliverables with other stakeholder functions.
• Demonstrable experience in ensuring proper sizing of hardware / infrastructure requirements
• Demonstrable experience of driving compliance with internal and external security policies related to applications deployed to production
• Budget management
• People management
• Great presentation skills