Manager, Support – MTN Global Connect at MTN Ghana

Company Overview

MTN Ghana is seeking a Support Operations Manager to lead technical operations support and manage a comprehensive support desk. The organization is in a critical phase where operational and commercial excellence are essential for success.

Job Summary

This role is responsible for providing technical operations support and managing a support desk that handles both end-user and operations support across Roaming, Signaling, Messaging, IT, and IP/MPLS areas.

Key Responsibilities

First-Line Support & Customer Service

• Provide first-line support for issues and queries raised by customers
• Manage raised tickets and conduct preliminary communication with end users
• Analyze incident impact and provide feedback to affected users and business areas
• Explore and implement workaround solutions for exceptions not covered in initial system configurations
• Ensure customer service performance meets established standards

Incident Management & Escalation

• Provide escalation support to expedite incident resolution
• Liaise with third-line support teams to resolve complex incidents
• Track escalation progress and obtain third-party support as needed
• Produce monthly SLA reports on support issues, status, aging factors, and blocking factors

Deployment & Project Support

• Support deployment of new customer connectivity within project timelines
• Manage workloads and prioritize work across the support team

Leadership & Organizational Development

• Oversee and manage team performance and productivity
• Manage resource optimization across the organization
• Develop the service delivery organization
• Define ICT strategies, plans, policies, projects, and service levels
• Spearhead cross-functional engagements for service delivery improvement

Required Qualifications

Education

• Minimum 4-year academic degree in Engineering or related field

Job Details

• Location: Accra, Ghana
• Employment Type: Full-Time
• Category: IT/Telecom