Service Desk Manager

About This Opportunity

At Ericsson, we are seeking a highly organized and results-driven Service Desk Manager to lead and manage the operations of our Service Desk within the Network Operations Center for mobile networks. The Service Desk Manager will oversee teams responsible for Helpdesk, Change Management, Incident Management, Problem Management, Preventive Maintenance, and End-to-End (E2E) Network Audits. This role is critical in ensuring seamless service delivery, maintaining network performance, and driving continuous improvement across operational processes.

What You Will Do

• Lead and manage the Service Desk teams, including Helpdesk, Change Management, Incident Management, Problem Management, Preventive Maintenance, and E2E Network Audits, ensuring alignment with organizational goals and objectives.
• Oversee the resolution of incidents and problems, ensuring timely and effective solutions to minimize network disruptions and improve service quality.
• Drive the implementation of proactive measures to prevent recurring issues and enhance network reliability.
• Conduct regular post-incident reviews to identify root causes, recommend corrective actions, and ensure lessons learned are documented and applied.
• Collaborate with stakeholders to ensure effective communication and coordination across teams for seamless service delivery.
• Monitor and analyze network performance reports, identify areas for improvement, and develop action plans to optimize network performance.
• Ensure compliance with Service Level Agreements (SLAs) and operational processes, driving continuous improvement in service delivery.
• Identify and mitigate risks in the network, tracking them to closure to ensure network stability and reliability.
• Maintain a comprehensive knowledge base of problems, root causes, and solutions to reduce repetitive incidents and improve operational efficiency.
• Perform detailed analysis of alarms, trouble tickets to resolve chronic network issues.
• Act as the owner of Problem Management cases, supporting the implementation of preventive actions and recommending improvements to enhance overall network performance.
• Develop, implement, and maintain Business Continuity Plans (BCPs) to ensure uninterrupted service delivery during disruptions or emergencies.
• Conduct regular BCM checks and simulations to test the effectiveness of continuity plans and ensure team readiness.
• Identify critical business functions and ensure their resilience through robust contingency planning.
• Collaborate with cross-functional teams to align BCM strategies with organizational objectives and regulatory requirements.
• Monitor and update BCM policies and procedures to reflect evolving business needs and potential risks.

You will bring

• Qualifications: Degree in Engineering, preferably in Electronics, Computer Science, Telecommunication, or equivalent.
• Experience: 8-12 years of experience in managing service desk operations, preferably in a telecommunications or network operations environment.
• Strong understanding of Mobile Network Architecture, including 2G, 3G, 4G, VOLTE and 5G technologies.
• Proficiency in KPI formulae, KPI degradation analysis, and troubleshooting.
• Knowledge of core network and IMS network performance and configuration.
• Knowledge of IP Networks

Would you like to take a tour to “Life at Ericsson MEA”, visit short video https://youtu.be/3_O_MTt0PAY?si=HnqI4J3gpj2papL

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that’s why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.

Primary country and city: Egypt (EG) || Cairo

Req ID: 762902

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