Manager, Global IT Service Desk at IHS Towers

Job Purpose

To oversee and manage the IT Global Service Desk, ensuring the delivery of excellent ICT services and support to the business across multiple global locations. This role involves the strategic and operational management of IT service desk functions, to ensure the provision, deployment, maintenance, and support of network, telephony, computing/technology devices, and system/application software. The goal is to enhance workplace productivity and align IT services with business objectives.

Geographical Scope:

• Provide Level 1 IT Support services across Nigeria, LATAM, Group entities, SSA, and MENA regions.

Service Desk Management:

• Lead the IT Global Service Desk team, ensuring high levels of performance, availability, and customer satisfaction.
• Manage the day-to-day operations of the service desk, including incident, request, and problem management.
• Ensure all incidents, service requests, and changes are logged, prioritized, and resolved within agreed SLAs and OLAs.
• Develop and implement service desk policies, procedures, and best practices to ensure consistent and high-quality support.
• Support end-user devices project and tasks associated with the install, move, add and change (IMAC) activities.
• Manage the operational day-to-day activities of the IT Service desk team that include but are not limited to workforce management, resource management, task assignment, project deliverables, etc.
• Responsible for the IT Service desk team competency development and motivation through coaching, mentoring, and training to consistently deliver high-quality support services.
• Provide troubleshooting and problem-resolution guidance to the team.
• Monitor and ensure that all incidents and request fulfilment are handled within the agreed OLA and SLA.
• Coordinate the execution of service management processes in conformity with the guidelines of the global service management processes, such as Incident Management, Request Fulfillment, Service Level Event, and Problem Management.
• Drive the continued transformation of the IT Service Desk, ensuring its capabilities remain sufficient to support a global and dynamic environment.

Operational Excellence:

• Ensure standard operating procedures (SOPs) are followed and updated regularly to reflect current best practices.
• Monitor service desk performance metrics and KPIs to identify areas for improvement and implement corrective actions.
• Conduct regular trend analysis and reporting to identify common issues and recommend preventive measures.
• Liaise with the cross-functional unit managers for the prompt resolution of escalated issues and to ensure integrated action plans are implemented.

Strategic Initiatives:

• Collaborate with the global Service Management team to monitor, measure, and report service support performance.
• Collaborate with senior IT leadership to develop and implement strategic plans for the IT service desk.
• Lead or participate in global IT projects, ensuring service desk alignment with project goals and timelines.
• Stay informed about emerging technologies and industry trends to continuously improve service desk operations.
• Drive First Call Average ensuring sustained increments in the capabilities of the IT Service Desk.
• Support the Global IT Demand function, especially in the transition of new services to operations and/or in the decommissioning of aged services, ensuring end-user interests are sufficiently protected.

Security and Compliance:

• Ensure compliance with global IT security standards and policies in all service desk operations.
• Implement and maintain security measures to protect organizational data and IT assets.
• Participate in internal and external audits, providing necessary documentation and support.

Finance Management:

• Prepare and manage the service desk budget, ensuring cost-effective use of resources.
• Monitor and report on operational expenses, identifying opportunities for cost savings and efficiency improvements
• Ensure the overall effectiveness of the IT Service Desk team and business Return on Investment (ROI) by implementing initiatives that reduce the cost of support and improve user satisfaction.

Qualifications

• Bachelor’s Degree in Computer Science, Information Technology or a related Field.
• Master’s Degree preferred.
• Minimum 7-10 years of experience in IT operations, IT user support, IT Service Management with at least 5 Years in a global or multi-regional role.
• Proven experience in managing and improving service delivery in a complex, global environment.
• Certifications in any of the following would be an added advantage: ServiceNow ITSM, ITIL Service Operations, ISO 27001 (ISMS).
• Proficiency in other languages i.e.French, Arabic, Spanish or Portuguese will be an added advantage.
• Ability to travel to European, Middle Eastern, African and Latin American countries.