Service Desk Manager

1 week ago

Melbourne, Victoria, Australia Centorrino Technologies Full time
Base pay range

A$90,000.00/yr - A$110,000.00/yr

Overview

Service Desk Manager role in Melbourne for Centorrino Technologies. Lead the Service Desk team in the Small and Medium Business division, responsible for operational success and delivering high-quality technical support. This role requires a hands-on leadership approach, service delivery focus, and continuous improvement in a dynamic environment.

What you'll do
  • Lead and manage the Service Desk team, building a culture of excellence, best practice, and continuous improvement
  • Monitor service desk queues and inbound calls to ensure SLAs are met, tickets are triaged and resolved promptly, and overdue or idle tickets are addressed quickly
  • Act as the escalation point for technical and customer issues, personally owning critical or escalated tickets
  • Assist with team coverage during high-volume periods to maintain SLA compliance
  • Conduct regular 1:1s with team members, providing coaching, feedback, and professional development support, particularly for junior team members
  • Identify training needs and drive skill growth across core technologies to strengthen team capability
  • Analyse ticket trends and service metrics to identify recurring issues, implement improvements, and align with ITIL best practices
  • Ensure service desk documentation, processes, and runbooks remain accurate, up to date, and effective
  • Collaborate with other departments to resolve cross-functional issues and deliver better client outcomes
  • Prepare and deliver monthly reporting, including insights and updates in client or leadership meetings
  • Maintain a strong security focus across all tasks and interactions
What you'll bring
  • 5+ years experience in a Service Desk or IT Support role
  • Proven ability to lead, coach and inspire a team, particularly junior or early-career staff
  • Strong hands-on technical troubleshooting skills across Windows, Microsoft 365, Intune, endpoint support, printers, and common networking issues
  • Familiarity with ITSM tools such as ConnectWise, ServiceNow, or similar platforms
  • Sound understanding of SLA management and service reporting
  • Excellent communication, interpersonal, and conflict resolution skills
  • Ability to manage competing priorities and maintain calm under pressure
  • Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines
  • Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly
  • Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment
Benefits
  • Hybrid working (for majority of roles) with team anchor days to support collaboration
  • Extensive training and development opportunities that enable continual growth as part of career planning
  • Extensive discounts and benefits to maximise money
  • A choice of IT equipment to maximise success and access to cost-price tech for personal needs
  • Fun team events to celebrate achievements and connect with colleagues outside work
Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Management
  • Industries: IT Services and IT Consulting

Location: Melbourne, Victoria, Australia


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