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
Applicants should send their CV’s and Cover letter’s to: talent@ihstowers.com indicating in the subject the name and location of the role.
Apply via :
talent@ihstowers.com
