Senior Manager/Manager Corporate Helpdesk (CHD)

The Senior Manager/Manager Corporate Helpdesk (CHD) role, based at the HQ in Islamabad, is responsible for overseeing the 24×7 Corporate Helpdesk operations. This position ensures effective post-sales support, service assurance, and timely resolution of issues for corporate customers across Mobility Products, Fixed Products, and Enterprise Solutions. The role demands managing customer complaints, incidents, escalations, SLA compliance, and service restoration while coordinating with multiple internal and external stakeholders. It serves as a critical liaison between corporate customers, NOC, technical and product teams, field operations, vendors, and other relevant parties to guarantee end-to-end ownership and resolution of service-related challenges, thereby maintaining high service availability and customer satisfaction.

Key Responsibilities:
- Lead and manage the 24×7 Corporate Helpdesk team to ensure uninterrupted post-sales support and efficient 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 line 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 to facilitate timely service restoration.
- Manage FTTH NOC post-sales operations including fault handling, ticket resolution, escalation management, vendor coordination, customer follow-ups, and performance tracking to ensure uninterrupted FTTH service delivery and customer satisfaction.
- Monitor complaint aging, backlog, SLA breaches, recurring issues, and prolonged outages, implementing corrective actions as necessary.
- 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, ensuring timely communication and status updates to relevant stakeholders.
- Maintain proper documentation of incidents, actions taken, root cause analysis, resolution, and preventive/corrective measures.
- Collaborate with 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 enhanced 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 to ensure productivity, service quality, discipline, and adherence to operational procedures.
- Mentor, guide, and develop team members to improve service management, technical knowledge, customer handling, and operational efficiency.
- Identify training needs and promote continuous professional development within the Corporate Helpdesk team.
- Ensure effective coordination with vendors and service partners for resolution of customer-impacting issues and compliance with service commitments.
- Handle customer escalations professionally and ensure resolution within defined timelines.

Required Qualifications:
- Bachelor’s degree in a relevant field.
- Minimum of 4 years of experience in a related domain, preferably in post-sales support, service operations, or network management.

No specific preferred qualifications or benefits were mentioned for this position.