Manager, Service Desk - MTN Ghana

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Job Summary:

To Supervise and Coordinate Fibre deployment, fibre Relocation, Terminal Equipment Optimization and Adhoc Projects according to MTN Specifications, Quality standards, PPP and CPM Tool Kits

Job Role

Technical Operations

  • Provide monitoring for the GlobalConnect internal and external customers:
  • Raising tickets and communicating with end-users
  • Analyse the impact of incidents and provide feedback to affected users or business area



  • Provide escalation support to the team to expedite the resolution on incidents
  • Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems
  • Incident tracking and major incident management
  • Produce monthly SLA reports on support issues, correspondent status, aging & blocking factors
  • Ensure customer service performance and communications is up to standards
  • Support the monitoring deployment of new customer connectivity within project timelines
  • Required to, manage workloads, and prioritize work across the team as well as develop the service delivery organization within Kenya.
  • Responsible for resource optimization across the organization.
  • Oversee and Manage team performance and productivity
  • Definition of Monitoring strategies, plans, policies, projects and service levels.
  • Spearhead cross-functional engagements for service delivery improvement.

Context :

MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. This function must therefore ensure successful delivery in the context of:

  • MTN positioning as the best connectivity provider in Africa and the Middle East
  • Drive commercial excellence and support all internal and external sales



  • Operating within a highly interconnected international telecommunications community
  • MTN’s decision to centralise the wholesaling of global and local infrastructure assets
  • The geographic complexity of MTN’s footprint across Africa and the Middle East
  • Enhancing MTN’s position as a leading network and system provider
  • Constant dynamics and local challenges in economic, regulatory and legal environments
  • Aggregate and balance connectivity requirements across multiple diverse operating units
  • Varied physical transport and delivery systems (satellite, submarine cable, signaling gateways, switching platforms, IP routers)
  • Successful planning and deployment subject to multiple regulatory regimes across diverse jurisdictions and cultures
  • Ensuring systems stability & performance is up to standards
  • Responsibility to keep track of global technological advancements and stay abreast of standardization work of relevant industry bodies
  • Achievement of operating efficiency and effectiveness through scale and common processes

Qualification Required & Experience


  • Minimum 4-year Academic Degree (Engineering/Computer Science/ Business)
  • Fluent in English and language of country preferable


  • Minimum of 5 years experience
  • Strong IT background in Telco environment
  • Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
  • Experience in a similar role
  • Good knowledge of the OSS and BSS system architectures



Professional/Technical competencies:

  • Ability to work effectively with multiple stakeholders in a multi-cultural environment
  • Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges
  • Ability to provide direction and leadership towards multiple business units with the organization
  • Maturity to handle ambiguity and adaptive to dynamic environment
  • Strong technical and analytical skills

Physical Skills/ Competencies:

  • Regional and international travel
  • Ability to adapt to changing requirements of business and staff members
  • Excellent interpersonal and technical skills
  • Excellent organizational skills and attention to detail.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Proficient with Microsoft Office Suite or related software

Location: Accra



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