WIOCC is seeking a highly driven and experienced Service Desk Team Leader to oversee the Service Desk function within their Network Operations Centre (NOC). This role is responsible for delivering exceptional first-line support, ensuring strict SLA compliance, and leading effective incident and escalation management across enterprise and hyperscale client environments. The successful candidate will act as the central escalation and coordination point between Clients, Operations, Engineering, IT, and Project teams, driving service performance, operational excellence, and continuous improvement initiatives.
Key Duties and Responsibilities
Leadership: Lead, mentor, and performance-manage the Service Desk team, establishing clear KPIs aligned to MTTR, MTTA, SLA compliance, and client satisfaction targets.
Incident Management: Own and govern the Incident Management lifecycle in accordance with ITIL best practices, ensuring timely triage, prioritization, escalation, and resolution of all incidents and service requests.
Escalation Point: Act as the primary escalation authority for critical, high-impact, and complex incidents, coordinating cross-functional technical teams to restore service within agreed SLAs.
Communication: Oversee structured internal and external communications during major incidents, ensuring transparency, accuracy, and executive-level reporting where required.
Quality Control: Ensure high standards of ticket quality, data integrity, categorization accuracy, and documentation completeness within the ticketing system.
Monitoring: Monitor real-time service performance dashboards and proactively manage risks to SLA adherence.
Reporting: Produce accurate operational reports and performance analytics for senior leadership review.
Continuous Improvement: Drive initiatives including workflow optimization, automation of repetitive tasks, and integration of monitoring tools to enhance efficiency.
Collaboration: Identify systemic service gaps and implement corrective measures; collaborate closely with Engineering, IT, Client Services, and Project teams to strengthen operational alignment.
Change Governance: Support change governance processes by assessing operational risks related to planned network activities.
Minimum Qualifications
Bachelor’s degree in Information Technology, Telecommunications, Computer Science, or a related field.
ITIL Foundation certification (mandatory).
Networking certifications such as JNCIA or CCNA.
Experience and Skills
Minimum five years of experience in Service Desk or NOC operations within telecom, ISP, or carrier-grade environments.
At least two years in a supervisory or team leadership capacity.
Proven experience managing critical incidents in SLA-driven, 24/7 operational environments.
Strong understanding of transport and IP technologies (OTN, DWDM, SDH, Ethernet, IP/MPLS).
Experience with enterprise ticketing platforms (e.g., ServiceNow, NetSuite, Remedy, or equivalent).
Strong analytical capability with the ability to interpret operational data and performance trends.
Excellent communication, stakeholder management, and executive reporting skills.
Attributes
Client-focused and a relationship builder.
Resilient and composed under pressure.
Accountable, decisive, and performance-driven.
Strategic thinker with strong operational execution capability.
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