Network Support Manager

Job Summary

• This role is necessary for the role is responsible for the strategic and operational management of the Network Support team, ensuring the highest quality of service, customer satisfaction, and alignment with business development goals.
• This role will oversee team performance in maintaining, troubleshooting, and improving network services and systems to guarantee seamless service delivery and meet both Quality of Service (QoS) and Quality of Experience (QoE) standards.

Principal Accountabilities / Objectives

• Manage and develop the Network Support team to enhance their technical, troubleshooting, and customer service capabilities.
• Foster teamwork, collaboration, and a customer-centric approach within the team.
• Conduct regular training, evaluations, and mentoring to support the professional growth of team members.
• Oversee the day-to-day operations of network support, ensuring prompt resolution of Level 2/3 network issues and maintaining MTTR (Mean Time to Repair) and SLA compliance.
• Identify and monitor key performance metrics to improve service levels and reduce escalation rates.
• Ensure timely and effective incident response, problem-solving, and service restoration for both internal and external stakeholders.
• Manage and support high-level troubleshooting for VSAT, IP routing, transmission devices, and access networks.
• Review and optimize configurations for network infrastructure, including VSAT platforms, IP network devices, P2P radios, and core/access transmission.
• Collaborate with third-party vendors and engineers to ensure optimal network performance and resolve complex technical issues.
• Develop and implement best practices for network support processes, focusing on reducing manual tasks and improving operational efficiency.
• Proactively identify potential network issues before they impact service availability and initiate preventive measures.
• Lead initiatives to enhance monitoring tools and reporting platforms to better track network performance.
• Act as a primary point of escalation for network issues impacting service delivery, providing timely updates to internal teams, customers, and senior management.
• Maintain effective communication channels with Head of Operations, third-party vendors, and key stakeholders to ensure service expectations are met.
• Develop and present reports on network performance, customer feedback, and continuous improvement projects.

Internal:

• Collaborate closely with Network Support Specialists, Head of Operations, and other cross-functional teams to align operational objectives with organizational goals.

External:

• Maintain productive relationships with third-party vendors and clients to coordinate network support and service delivery.

Knowledge, Skills, Experience and Competency Requirements
Education & Certification:

• Master’s Degree, Bachelor’s degree or HND in Electrical/Electronic Engineering, Computer Science, or related field.
• Advanced certifications such as Lean Six Sigma, ITIL, SCRUM, CCNP or CCIE are strongly preferred.
• Experience:
• Minimum of 10+ years of experience in Network Operations, with at least 5 years in a managerial or supervisory role, ideally in an ISP or similar environment.
• Demonstrated experience in overseeing network support for VSAT, MPLS, IP routing, and network infrastructure.

Technical Skills:

• Proficiency in network monitoring and ticketing tools such as Nagios, Azotel, Cacti, Entuity, and various NMS platforms (e.g., SAF, NEC, Ceragon).
• Strong background in IP networking, switching, routing (QoS, MPLS), and transmission technologies.

Competencies:

• Strong analytical skills and a proactive approach to problem-solving.
• Excellent leadership, team-building, and interpersonal skills.
• Ability to manage multiple projects and prioritize tasks effectively.
• Superior communication skills with the ability to convey technical information to both technical and non-technical audiences.

Communications and Work Relationships:

• Excellent Communication Skills (Verbal and written)
• Strong facilitation, conflict resolution, and investigative skills.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to write reports and procedure manuals.
• Self-disciplined, self-motivated, and the ability to organize and prioritize time effectively.

Application Closing Date
31st July, 2026.

How to Apply
Interested and qualified candidates should send their applications to:  View email address on hotnigerianjobs.com using the job title as the subject of the mail.

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