21 Oct
MTN
Johannesburg
Job details
Here’s how the job details align with your profile.
Job type
- Full-time
Location
Johannesburg, Gauteng
Full job description
We at MTNSA are a purpose and value-led organisation.
At MTNSA, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation,
we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.
We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!
T he role is responsible for leading the outsourced 1st line resolution team, focusing on the efficient and effective management of customer inquiries, technical issues, and trouble ticket resolution within the contracted Service Level Agreements (SLAs).
The role plays a critical part in maintaining service quality and enhancing customer satisfaction by ensuring that issues are addressed promptly and accurately, including the management of critical incidents (CritSit) that require immediate attention to minimize business impact.
A key aspect of the role is overseeing the end-to-end trouble ticket management process, from initial logging through to resolution, ensuring adherence to SLAs and timely escalation of issues when necessary. The Senior Manager ensures that critical incidents are handled with the highest priority, coordinating cross-functional teams to deliver rapid solutions and prevent recurrence.
Reporting to the Head of Customer Experience, this role works in close partnership with Service Operations, Incident & Problem Management, and other key stakeholders to deliver a cohesive service experience.
The Senior Manager is responsible for implementing best practices in service desk operations, driving continuous improvement initiatives, and refining processes to optimize performance and responsiveness.
Additionally, the Senior Manager plays a strategic role in managing CritSit scenarios, ensuring that high-impact incidents are escalated and resolved effectively, maintaining communication with all relevant parties, and providing detailed incident reports to enhance transparency and accountability. This proactive approach ensures a seamless, end-to-end service delivery model that consistently meets or exceeds customer expectations.
▶️ Senior Manager - Service Desk.ICT Center of Excellence
🖊️ MTN
📍 Johannesburg