Service Desk Lead

**About us**:
Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities.

Headquartered in Canberra with multiple facilities in the ACT, NSW and New Zealand, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.

At CDC we are passionate about creating an inclusive workplace that promotes and values diversity. We believe that everyone’s unique experiences enable us to deliver meaningful benefits for our people, our clients, and communities. Our mission is to attract, retain and grow the world’s best data centre team.

Our people are responsive, innovative, and trusted in supporting our customers. Together, we configure the landscape to meet the security, reliability, connectivity, and sustainability needs for today and tomorrow.

**About the role**:
The CDC service desk provides an important role for our Data Centre Operations business, as it serves as the point of contact for all issues related to our critical infrastructure and services. In this critical role, the Service Desk Lead is responsible for managing a team of Service Desk Coordinators to effectively manage incidents and service request expectations, identifying and pursing service improvement initiatives, managing complaints, suggestions, and compliments; and, serving as the DC Operations voice of CDC to our customers.

Other responsibilities include:

- Manage a team of Service Desk professionals and take accountability for yours and your team’s Objectives and Key Results (OKRs) as agreed with management
- Implement a program of maturity improvements needed to effectively maintain Service Desk processes and procedures
- Formulating and implementing SLA’s and Call Response KPIs
- Training the Service Desk team in all process and procedures
- Ensuring queries or issues are captured, validated, and triaged for further processing
- Incident Management - ensuring incidents are logged, categorised, escalated & resolved as per SLAs
- Incident Communication - ensuring information is gathered and communications are sent out as per SLAs
- PIR’s - ensuring PIRs are logged and completed, and any associated actions are logged, assigned and completed 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 Coordination - assisting the Change Manager with minor change approvals, extension to dates, CAB minutes and actions, and change communications
- Ad-hoc reporting and administration
- Provide cultural and operational team leadership
- Other duties as directed from time to time

**About you**:

- Strong documentation and compliance skills
- Excellent troubleshooting skills
- ITIL compliance
- Automation and simplification
- Data Centre networking desirable
- Industry-related certifications (CCNP, JNCIP etc)

**Essential**:

- Australian citizenship and ability to obtain, an NV1 Security Clearance

**How to Apply**:
If you are looking for an opportunity to play a vital role in a fast-growing Australian technology company and be part of our amazing team, please submit your resume and cover letter by clicking Apply.