Service Desk Manager

Centorrino Technologies; Melbourne; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Hybrid working

Extensive training and development

Fun team events

Discounts and benefits

Choice of IT equipment

Job summary

A leading IT services provider in Melbourne is seeking a Service Desk Manager to lead their team. The successful candidate will ensure high-quality technical support, manage escalations, and foster continuous improvement. Strong leadership and technical skills are essential, along with the ability to thrive in a dynamic environment. This full-time role offers a hybrid working model and various employee benefits.

Qualifications

• 5+ years experience in a Service Desk or IT Support role.
• Strong hands-on technical troubleshooting skills across Windows and Microsoft 365.
• Proven ability to lead and inspire a team.

Responsibilities

• Lead and manage the Service Desk team, promoting a culture of excellence.
• Monitor service desk queues to ensure SLAs are met.
• Act as the escalation point for customer issues.

Skills

Leadership

Technical troubleshooting

Communication

SLA management

Conflict resolution

Tools

ConnectWise

ServiceNow

Job description

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