Manager, Service Desk at MTN Ghana

Job Summary

We are seeking a Manager, Service Desk to supervise and coordinate fibre deployment, fibre relocation, terminal equipment optimization, and ad-hoc projects according to MTN specifications, quality standards, PPE, and CPM toolkits.

About MTN Ghana

MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. We are positioning ourselves as the best connectivity provider in Africa and the Middle East while driving commercial excellence and supporting all internal and external sales initiatives.

Key Responsibilities

Technical Operations & Monitoring

• Provide monitoring for GlobalConnect internal and external customers
• Raise tickets and communicate with end users regarding service issues
• Analyse impact of incidents and provide feedback to affected users or business areas
• Provide escalation support to the team to expedite resolution of incidents
• Find and explore workaround solutions for exceptions not covered in initial system configurations
• Track incidents and manage major incident response
• Produce monthly SLA reports on support issues, correspondent status, aging, and blocking factors

Service Delivery Management

• Ensure customer service performance and communications meet established standards
• Support the monitoring and 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

Strategic Planning & Improvement

• Define monitoring strategies, plans, policies, projects, and service levels
• Spearhead cross-functional engagements for service delivery improvement

Job Details

• Job Type: Full-Time
• Category: IT/Telecom
• Location: Accra, Ghana
• Department: Technical Operations