Team Leader, Service Desk 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: Team Leader, Service Desk

Location: Victoria Island, Lagos
Employment Type: Full Time
Department: NOC

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.

Qualifications

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

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.

Application Closing Date
Not Specified.