Req ID 67034 1 Job Details Function Service Desk Position Manager Career Stage Experienced Location Cairo Egypt 24X7 Shift Working Sometimes People Management Yes 2 Role Definition Operations Manager position is a People Management function of Service Desk along with Operations Responsibility. The various objectives of this function are to bring the focus on people management recruiting training retaining performance appraising motivating grooming etc. and operations meeting SLAs meeting customer satisfaction working with interfaces communicating with stakeholders managing escalations active involvement in Operational Excellence by driving Management project initiatives analyzing the existing resourcing resource sizing processes processes automation tools deployment usage of tools workflow knowledge sharing skill enhancement supporting presales. This is a multifarious role. 3 Key Responsibilities The Operations Manager – Service Desk is the focal point of all customer related issues within the allocated SD groups. The Operations Manager SD holds the responsibility overall performance of the Service Desk in the allocated function. The position responsible will be required To ensure resource service restoration as per defined SLAs WLAs. End to end TT and SR responsibility as per defined turn around times. To participate in internal technical discussions in view to improve overall service performance and make recommendations wherever possible. To ensure correct working methodology. To predict manpower requirements . To conduct or participate in recruitment interviews for selection of personnel. To ensure Service Desk is adequately staffed at all the time. To ensure right competence is available in Service Desk at all times. To ensure high motivation level and well being of all their staff in terms of working environment and conditions of employment. To provide the Service Desk Head with reports of Service Desk performance in the allocated area on a scheduled basis. To attend the meetings involving Service Desk. Ensure appropriate documents are available on EriDoc Collaboration Tool. To ensure Process guidelines are implemented in the area of function. To ensure security responsibility is properly understood and followed. To ensure time reporting is done by all the team members. Support NOC Operational plans and activities . Actively taking part in Ericsson’s managed services delivery strategies and requirements. 4 Authority Working in matrix organization. Access to various Information and Data as pertain to the role requirements. Access to Process repositories. Access to Tools. To initiate support and implement uniform organizational processes. To initiate changes in the processes and team structure as and when required. To review performance of Service Desk team members. Authorized to report security breach incidences. Authorized to raise indent for additional manpower to his her manager. Authorized to interview and recommend for recruitment of manpower. To plan and perform competence development of team members. To approve time sheets. 5 Candidate Prerequisites University Degree 812 years of experience in Telecom and or IT Services organization Vendors’ technical certification in Networking Infrastructure The candidate should have worked for 57 years in Technical Infrastructure Management Service Desk environment Technical andor functional skills IT and or Telecom domain Good on Spread Sheet Presentation Software Leadership skills Matrix Management Decision Making Self Initiator Having analytical mind Independent working having self discipline Mandatory Human Skills – Ability to take complete responsibility of new requirements Ability to communicate effectively Ability to adapt to changes and working in stress situations Ability to work in team and motivate people The ability to manage the user demands whether justified or unacceptable Language skills Excellent spoken and written English. Values and behaviors Ethical as well as Tactful. Primary country and city Egypt EG Cairo Smart Village ConsultingampSysInt IT ProdMgt RampD SalesStratMktComMgt ServEng SharedServ StudampYP SupplyampLog
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