Service Desk Manager

Overview

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us

At Centorrino Technologies (CT), we're more than just tech—we're a community that goes beyond expectations. We've been recognised as a Great Place to Work in 2024-2025 and one of the Best Places to Work Medium & Large Size in Australia for 2025, with an outstanding eNPS score of 68. And we're not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Service Desk Manager to join our Small and Medium Business Team in Melbourne.

The Service Desk Manager is a pivotal leadership role within the Small and Medium Business division, responsible for driving the operational success of the Service Desk team while ensuring the consistent delivery of high-quality technical support. This role is designed for a highly motivated individual who thrives in a dynamic environment and brings a hands-on approach to leadership, service delivery, and continuous improvement.

This is an exciting opportunity to join a growing area of the business, deliver results, and develop the team.

Responsibilities

- 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 both technical and customer issues, personally taking ownership of critical or escalated tickets
- Assist with team coverage during high-volume or busy 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

Qualifications

- 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.
- Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders.
- 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.

Why You/'ll Love Working Here

- Hybrid working (for majority of our roles) with team anchor days to support collaboration.
- Extensive training and development opportunities that enable continual growth as part of your career planning.
- Extensive discounts and benefits to maximise your money.
- A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
- Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

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