Enterprise Support Manager Job Broadband Communication

Job Description

Engineering Jobs. Broadband Communication Networks Jobs

Industry: Communication

Reporting to: Head of Department, Enterprise Services

Broadband Communication Networks is a communication technologies solution provider whose objective is to provide communication network solutions for; Mobile Network Operators, Fixed Network Operators, Regulators, Broadcasting houses, Internet Service Providers (ISPs) Governments and large business organizations in East African with our HQ in Nairobi Kenya. We are experienced in End to End ICT Networks for diverse applications.

Job Summary

The Enterprise Support Manager for Fixed Data Services is a pivotal leadership role responsible for overseeing field technician teams that support the enterprise clients. You will be the first point of escalation in a three-tier matrix, directly handling and resolving client complaints. You will be accountable for ensuring all service level agreements (SLAs) are met or exceeded, optimizing team performance using a Balanced Scorecard (BSC) framework, and guaranteeing strict adherence to all company health and safety protocols. This role requires a hands-on leader with a strong technical background in telecommunications and proven experience in managing field operations

Key Responsibilities

Team Leadership & Performance Management

• Lead, mentor, and manage a team of Field Technicians, fostering a culture of high performance, accountability, and continuous improvement.
• Utilize the Balanced Scorecard (BSC) framework to measure, analyze, and report on field team performance across financial, customer, internal process, and learning & growth perspectives.
• Conduct regular performance reviews based on BSC metrics, identify training needs, and facilitate professional development for team members.

Service Delivery & Escalation Management:

• Act as the first level of escalation for critical client issues, taking ownership of complaints and ensuring their timely and effective resolution.
• Conduct client visits to resolve complex complaints, manage relationships, and provide on-the-ground support for high-priority accounts.
• Ensure all client support requests and installations are completed within agreed Service Level Agreements (SLAs).

Reporting & Performance Analysis

• Prepare and present detailed weekly and monthly performance reports to the Head of Department, using BSC-derived data to provide a holistic view of team effectiveness, escalation trends, and complaint resolution.
• Analyze BSC data to identify trends, root causes of issues, and provide data-driven recommendations for strategic service improvement.
• Track and report on Key Performance Indicators (KPIs) such as First-Time Fix Rate, Mean Time to Repair (MTTR), and customer satisfaction scores, integrating them into the broader BSC framework.

Resource & Tooling Management

• Ensure all field teams are equipped with the necessary tools, test equipment, and resources to perform their duties efficiently and safely.
• Manage the inventory of critical spares and equipment, coordinating with the logistics and procurement departments as needed.

Health, Safety & Compliance

• Champion a zero-harm culture by enforcing strict compliance with all company and legislative Health, Safety, and Environment (HSE) policies.
• Conduct regular safety briefings and audits, ensuring 100% adherence to Personal Protective Equipment (PPE) requirements.
• Reading the measuring instruments and meters in order to record the readings and quantifying the goods loaded and drawn
• Performing any other related duties assigned to you by your supervisor from time to time
• Perform all tasks in line with BSC Attached

Qualifications

• A Bachelor’s degree in Electrical and Electronics Engineering (Telecommunication option), Information Technology, or a related field.
• A minimum of 2-3 years of direct experience in managing and supporting field technician teams within a telecommunications or ISP environment. This management experience should be post an experience of 3-4 years as a Telecommunication Field Technician/Engineer in a Team leadership position.
• Experience with fixed data technologies such as Fiber-to-the-x (FTTx), Microwave Radio, SD-WAN, and MPLS
• Proven track record of managing SLAs and client escalations.
• Certification in Project Management (e.g., PMP, PRINCE2).
• Proven experience in utilizing a Balanced Scorecard (BSC) or similar performance management framework to measure and drive team performance.

Required Skills & Competencies

• Strong leadership and people management skills.
• Demonstrable knowledge and experience in applying the Balanced Scorecard (BSC) methodology.
• Excellent problem-solving and analytical abilities with a client-centric approach.
• Proficient in data analysis and creating comprehensive management reports.
• Solid understanding of telecommunications fixed data network infrastructure.
• In-depth knowledge of HSE regulations and a strong commitment to safety.
• Exceptional communication and interpersonal skills, with the ability to interact confidently with clients, technicians, and senior management.

How to Apply

If you are up to the challenge and possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Enterprise Support & Development Manager) to recruitment@broadcom.co.ke by 18thNovember 2025

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