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 w...

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