Senior Manager/Manager Corporate Helpdesk (CHD)

Zong 5G · Islamabad, Pakistan

Department & Function: NOMC

Position: Senior Manager/Manager Corporate Helpdesk (CHD)

Location: HQ, Islamabad

Reporting to: Deputy Director NOMC - Service Ops & Network Reporting

Job Type: Permanent

Job Purpose:

The role is responsible for managing 24×7 Corporate Helpdesk operations to ensure effective post-sales support, service assurance, and timely resolution of corporate customer issues across Mobility Products, Fixed Products, and Enterprise Solutions. The role involves managing customer complaints, incidents, escalations, SLA compliance, service restoration, cross-functional coordination, and operational performance to ensure high service availability and customer satisfaction. The position will serve as a key coordination point between corporate customers, NOC, technical teams, product teams, field operations, vendors, and other relevant stakeholders to ensure end-to-end ownership and resolution of service-related issues.

Job Responsibilities:

• Lead and manage the 24×7 Corporate Helpdesk team , ensuring uninterrupted post-sales support and effective handling of corporate customer issues.
• Oversee end-to-end complaint and incident management for Mobility Products, Fixed Products, and Enterprise Solutions .
• Ensure timely acknowledgement, escalation, coordination, resolution, and closure of customer complaints in accordance with defined SLAs and operational procedures .
• Act as the primary escalation point for critical, high-priority, and major incidents affecting corporate and enterprise customers.
• Coordinate with NOC, Transmission, Fixed, Mobility, IDC, DICT, Enterprise Solutions, Field Operations, Product Teams, and vendors for timely service restoration.
• Manages FTTH NOC post-sales operations including fault handling, ticket resolution, escalation handling, vendor coordination, customer follow-ups, performance tracking, and ensuring uninterrupted FTTH service delivery and customer satisfaction.
• Monitor complaint aging, backlog, SLA breaches, recurring issues, and prolonged outages, ensuring appropriate corrective actions.
• Establish, implement, and enforce SOPs, KPIs, SLAs, escalation matrices, and service assurance processes for Corporate Helpdesk operations.
• Ensure effective shift management, workload allocation, shift handover, and operational continuity across the 24×7 support environment.
• Monitor service performance and generate regular operational reports highlighting incidents, trends, risks, SLA performance, and improvement opportunities..
• Drive effective management of major incidents and ensure timely communication and status updates to relevant stakeholders.
• Ensure proper documentation of incidents, actions taken, root cause, resolution, and preventive/corrective measures.
• Collaborate with relevant technical and product teams to conduct Root Cause Analysis (RCA) for recurring and major customer-impacting issues.
• Identify opportunities for process improvement, automation, centralized monitoring, and improved customer experience.
• Develop dashboards and reporting mechanisms to provide management with real-time visibility of complaints, incidents, SLA performance, service availability, and operational backlog.
• Manage and evaluate Corporate Helpdesk staff, ensuring productivity, service quality, discipline, and adherence to operational procedures.
• Mentor, guide, and develop team members to improve service management, technical understanding, customer handling, and operational efficiency.
• Identify training requirements and drive continuous professional development of the Corporate Helpdesk team.
• Ensure effective coordination with vendors and service partners for resolution of customer-impacting issues and adherence to agreed service commitments.
• Ensure customer escalations are handled professionally and resolved within defined timelines.

Eligibility Criteria (Education, Knowledge, Experience and Skills):

• In principle, to have a minimum of Bachelors degree with Minimum Experience: 4 yrs. or Above in the relevant domain