Desktop Support Lead - VIC

Centorrino Technologies; City of Melbourne; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Extensive training & development

Discounts & benefits

IT equipment options

Fun team events

Job summary

Centorrino Technologies is seeking a Desktop Support Lead to join our Melbourne Field Services Team. You will lead onsite operations and mentor staff while delivering exceptional customer experiences in a fast-paced environment.

We value leadership, a strong service orientation, and the ability to make swift, well-informed decisions to resolve complex issues for clients. This role emphasizes collaboration across departments and ongoing process improvements.

Qualifications

• Strong leadership with a focus on developing a high-performing field team.
• Excellent communication with internal and external stakeholders.
• Customer-centric approach to service delivery and issue resolution.

Responsibilities

• Lead onsite field operations and team leadership responsibilities with strong time management.
• Ensure reliability and follow-through, closing actions and commitments for customer engagements.
• Provide daily team leadership, guidance, and escalation support for direct reports.
• Mentor junior staff and model strong work ethic and customer focus.
• Set expectations, recognise good work, and address issues early.
• Make quick, customer-focused decisions to improve service delivery.
• Act as CT representative onsite and by email/phone; escalation point.
• Identify and implement process improvements.
• Follow procedures and identify further improvement opportunities.
• Collaborate cross-functionally to deliver quality solutions.

Skills

Leadership

Time management

Customer service

Onsite delivery

Communication

Problem solving

Job description

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 Desktop Support Lead to join our Field Services Team in Melbourne.

What You'll Do:

• Leveragestrong time management to manage onsite work and team leader obligations.

• Using attention to detail toexhibitreliability and follow through, closing the loop on actions andcommitmentsand seeing customer engagements through to the end.
• Providing day-to-day team leadershipto direct reports, providing guidance, answering questions and being an escalation process.

• Be an excellent example forupcoming Desktop Support Officers,demonstratingtheir strong work ethic,accountabilityand customer experience first attitude.

• Providing guidance,reinforcing expectations, recognisinggood work, addressing issues early and mentoring junior staff members.
• Empowered to make customer-focused decisions to enable their team to provide CT’s extreme support promise. They will need to use their professionalism, understanding of the business and holistic view to make quick decisions.

• RepresentCT and Field Services confidently onsite and via email/phone. This person will be an escalation point for customerconcerns, andwill be key inalleviatingfrustration.

• Identifyand implement process improvements to streamline operations.

• Follow documented procedures, ensuringdirect reports are too andidentifyingopportunities for improvement.

• Collaborate with other departments to deliver the bestqualitysolutions.

What You'll Bring:

• Willingness to learn leadership fundamentals – performance conversations, expectation-setting, and people processes and an openness to receive feedback to make improvement as a technical leader while collaborating and contributing ideas to improve field operations and service quality

• An operational and technical person with a strong customer service focus, L2 device support foundation, onsite service delivery awareness, processdevelopmentand adherence.

• Excellent communication and presentation skills, with the ability to convey complex information toIT andnon-ITstakeholders.

• Detail-oriented witha high levelof 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:

Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:

• 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.