Job Description
Base pay range
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A$90,******/yr - A$110,******/yr
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Overview
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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.
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What you'll do
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Lead and manage the Service Desk team, building a culture of excellence, best practice, and continuous improvement
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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
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Act as the escalation point for technical and customer issues, personally owning critical or escalated tickets
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Assist with team coverage during high-volume periods to maintain SLA compliance
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Conduct regular 1:1s with team members, providing coaching, feedback, and professional development support, particularly for junior team members
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Identify training needs and drive skill growth across core technologies to strengthen team capability
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Analyse ticket trends and service metrics to identify recurring issues, implement improvements, and align with ITIL best practices
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Ensure service desk documentation, processes, and runbooks remain accurate, up to date, and effective
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Collaborate with other departments to resolve cross-functional issues and deliver better client outcomes
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Prepare and deliver monthly reporting, including insights and updates in client or leadership meetings
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Maintain a strong security focus across all tasks and interactions




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What you'll bring
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5+ years experience in a Service Desk or IT Support role
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Proven ability to lead, coach and inspire a team, particularly junior or early-career staff
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Strong hands-on technical troubleshooting skills across Windows, Microsoft 365, Intune, endpoint support, printers, and common networking issues
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Familiarity with ITSM tools such as ConnectWise, ServiceNow, or similar platforms
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Sound understanding of SLA management and service reporting
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Excellent communication, interpersonal, and conflict resolution skills
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Ability to manage competing priorities and maintain calm under pressure
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Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines
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Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly
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Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a quick-paced environment
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Benefits
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Hybrid working (for majority of roles) with team anchor days to support collaboration
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Extensive training and development opportunities that enable continual growth as part of career planning
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Extensive discounts and benefits to maximise money
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A choice of IT equipment to maximise success and access to cost-price tech for personal needs
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Fun team events to celebrate achievements and connect with colleagues outside work
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Details
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Seniority level: Mid-Senior level
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Employment type: Full-time
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Job function: Management
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Industries: IT Services and IT Consulting
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Location: Melbourne, Victoria, Australia
#J-*****-Ljbffr

📌 Service Desk Manager (Victoria)
🏢 Centorrino Technologies
📍 Victoria