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 Service Desk Manager to join our Small and Medium Business Team in Melbourne.
The Service Desk Manager is a pivotal leadership role within the Small and Medium Business 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.
This is an exciting opportunity to join a growing area of the business, deliver results, and develop the team.

• 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 both technical and customer issues, personally taking ownership of critical or escalated tickets
• Assist with team coverage during high-volume or busy 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