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

IHS Towers is the largest independent mobile telecommunications infrastructure provider in Europe, Africa and the Middle East. Founded in 2001, IHS provides services across the full tower value chain - colocation on owned towers, deployment and managed services.

Today IHS Towers has operations in Nigeria, Cameroon, Côte d’Ivoire, Zambia and Rwanda. Following the recent acquisitions of MTN and Etisalat’s tower portfolios in Nigeria, IHS owns over 23,300 towers in Africa.

We are recruiting to fill the position below:

Job Title: Senior Manager, IT Service Desk & OSS Platforms

Location: Lagos 
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

Application Closing Date
28th March, 2018.

How to Apply
Interested and qualified candidates should send their CV's and Cover letter's to: talent@ihstowers.com indicating in the subject the name and location of the role.