Manager, Service Desk at MTN Ghana

Job Summary

Supervise and coordinate fibre deployment, fibre relocation, terminal equipment optimization, and ad-hoc projects according to MTN specifications, quality standards, and relevant project management toolkits.

Job Details

• Company: MTN Ghana
• Location: Accra, Ghana
• Job Type: Full-Time
• Category: IT/Telecom

Primary Responsibilities

• Provide monitoring support for GlobalConnect internal and external customers
• Raise tickets and communicate with end users regarding service issues
• Analyze incident impacts and provide feedback to affected users and business areas
• Provide escalation support to expedite incident resolution
• Identify and explore workaround solutions for configuration exceptions
• Track incidents and manage major incident protocols
• Produce monthly SLA reports on support issues, status updates, aging factors, and blocking factors
• Ensure customer service performance and communications meet established standards
• Support monitoring deployment of new customer connectivity within project timelines
• Manage workloads and prioritize work across the team
• Develop and strengthen the service delivery organization
• Optimize resource allocation across the organization
• Oversee and manage team performance and productivity
• Define monitoring strategies, plans, policies, projects, and service levels
• Lead cross-functional engagements to drive service delivery improvements

Business Context

MTN is entering a critical phase where operational and commercial excellence are essential for success. This role supports MTN's positioning as the best connectivity provider in Africa and the Middle East, drives commercial excellence, and supports both internal and external sales objectives.