Service Desk Manager

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 and one of the Best Places to Work Medium Size in Australia for 2024, 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 team in Australia.

The Service Desk Manager is a pivotal leadership role within the Managed Services 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.

**Requirements**:
What You'll Do:

- Monitor the service desk queues and inbound phones to ensure SLAs are met, tickets are triaged and resolved promptly, and idle or overdue tickets are addressed quickly.
- Personally take ownership of critical or escalated tickets, and assist the team during high-volume periods to maintain SLA compliance.
- Conduct regular 1:1s with direct report team members to provide coaching, feedback, and development planning.
- Drive the professional growth of junior team members by identifying training opportunities and building knowledge across core technologies.
- Analyse ticket trends and service metrics to identify recurring issues and implement improvements.
- Collaborate with other departments to resolve cross-functional issues and improve client outcomes.
- Ensure accurate and complete documentation of all service desk interactions in line with ITIL best practices.
- Contribute to process improvement initiatives, and ensure service desk procedures and runbooks are kept current.
- Participate in regular reporting and leadership meetings to provide service desk performance updates and insights.

What You'll Bring:

- 3+ years experience in a Service Desk or IT Support leadership 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.

**Benefits**

**Why You'll Love Working Here**:
**Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work Here's why**:

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