Job Description
We are seeking an experienced Service Desk Manager to lead our Service Desk team and play a vital role in delivering exceptional customer experiences.
As a key member of our Data Centre Operations business, the successful candidate will be responsible for managing a team of Service Desk Coordinators to effectively manage incidents and service request expectations.
* Key Responsibilities:
* Manage a team of Service Desk professionals and take accountability for yours and your team's Objectives and Key Results (OKRs)
* Implement a program of maturity improvements needed to effectively maintain Service Desk processes and procedures
* Formulate and implement SLA's and Call Response KPIs
* Training the Service Desk team in all process and procedures
* Ensure queries or issues are captured, validated, and triaged for further processing
* Incident Management - ensuring incidents are logged, categorized, escalated & resolved as per SLAs
* Alert Monitoring and Escalation - escalation of alerts to 24x7 technicians and on-call support teams
* Service Request Management - ensuring SR's are assigned appropriately and actioned within agreed SLAs
* Problem Management - coordinating root cause analysis where recurring incidents have no root cause identified
* Knowledge Management - ensuring knowledge articles are compiled and kept up to date
* Change Management - assisting the Change Manager with minor change approvals, extension to dates, CAB minutes and actions, and change communications
* Ad-hoc reporting and administration
About You:
We are looking for a highly skilled and experienced professional who has:
* Strong documentation, troubleshooting and ITIL compliance skills
* Excellent analytical skills and attention to detail
* 5+ Years experience leading teams to successful outcomes
* Data Centre/Incident Management experience is desirable
* Industry-related certifications (ITIL, CCNP, JNCIP etc)
Requirements:
The ideal candidate will possess:
* Australian citizenship
* An NV1 Security Clearance
How to Apply: If you are interested in this exciting opportunity, please submit your resume and cover letter.