Team Leader, Service Desk at IHS Towers

Job Description

As Team Leader, Service Desk, you will coordinate team-members in day-to-day handling of site-related access and change requests as well as recording of all on-site activities cross-functional teams.

Key Roles & Responsibilities

• Create an enabling environment for team-members to effectively execute their tasks.
• Set and monitor performance objectives for team-members.
• Identify training requirements for team-members and champion interventions to address competency gaps.
• Oversee the request management cycle and ensure resolution of problems associated with change requests.
• Collaborate with the Operations & Maintenance (O&M) and Network Surveillance teams to effectively handle exceptions which may create site issues.
• Request for site access approval from the Key Account Manager when change requests affect active equipment.
• Serve as the escalation point for addressing difficulties or controversies arising from requests or incidents resulting from previously approved requests.
• Develop and deliver regular reports to the Regional NOC Manager on identified trends (process compliance, poor execution of services, etc) which pose risks to sustained business performance and customer satisfaction.
• Facilitate effective problem management by extracting problems on site and escalating appropriately. Follow up on resolution of problems across sites.
• Effectively manage shift schedules to ensure staffing and skill levels are maintained throughout operational hours.
• Assist team-members in providing first-line support when workloads are high and/ or where additional experience is required.
• Brief team-members on changes or deployment that may affect Service Desk activities.
• Represent the Service Desk at meetings.
• Produce statistics on site activity as inputs to management reporting.
• Ensure compliance with the change management service level agreement (SLA). Liaise with change implementer(s) through the process of implementing change.
• Provide ideas that will improve performance.
• Consistently research innovative ways to improve the quality of service to both internal and external customers.
• Communicate approved changes to stakeholders
• Promote communication between colleagues for the benefit of information flow and to curb any problems that may arise.
• Prepare and submit reports to the Regional NOC Manager on all matters pertaining to the unit’s work activities.
• Manage relationships with partners/ vendors.
• Perform other tasks and duties as assigned by the Regional NOC Manager.

Functional Competencies:

• Analytical Thinking  
• Reporting  
• Site-Access Management 
• Complaints Management 
• Network Monitoring/ Availability/ Service Uptime-Management 
• Service Support
• SLA fulfillment

Behavioural Competencies:

• Collaboration & Teamwork
• Attention to Detail

Qualifications

• Bachelor’s degree in Telecommunications Engineering, Computer Science, or related discipline.
• 7 years’ relevant work experience.