Service Desk Team Leader - Digital Workplace

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 2025 and Top 5 Inspiring Workplaces for 2026, 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 Team Leader - Digital Workplace to join our Service Desk team in Australia. The Service Desk Team Leader – Digital Workplace is responsible for leading a high-performing technical support team delivering exceptional customer outcomes across Microsoft Modern Workplace technologies and Printer support. This role combines people leadership, operational management, technical governance, customer engagement and proactive service improvement to ensure customers receive reliable, secure and modern workplace services. What you'll do: Lead, mentor and develop the Digital Workplace team, fostering a high-performance and collaborative culture. Conduct regular one-on-ones, performance reviews and development planning. Build technical capability through coaching, knowledge sharing and targeted training. Support recruitment, onboarding, succession planning and employee engagement initiatives. Provide technical leadership by guiding complex issue resolution and promoting best practice. Develop strong relationships with internal stakeholders and customers, taking ownership of service outcomes. Oversee the day-to-day operation of the Digital Workplace service, including incidents, requests, major incidents, problem management and escalations. Monitor queue health, workload distribution, engineer utilisation and service performance to ensure SLA compliance and high-quality customer outcomes. Proactively identify risks, manage capacity and drive operational stability through continual service improvement. Own and continuously improve Digital Workplace services, including Microsoft 365, Identity & Access Management, Audio Visual & Collaboration, and File & Print Services. Drive service improvements through automation, self-service, process standardisation and reduction of repeat incidents and escalations. Ensure technical documentation, knowledge articles and operating procedures remain accurate, current and fit for purpose. Conduct quality reviews of tickets, customer communications and technical standards, providing coaching to improve service quality and first contact resolution. What you'll bring: 5+ years supporting Microsoft Modern Workplace technologies. Previous leadership or senior technical experience within a Managed Services Provider. Strong Microsoft 365 administration experience. Experience supporting Microsoft Entra ID. Strong understanding of Identity & Access Management principles. Experience supporting Teams and collaboration technologies. Knowledge of File & Print infrastructure. Experience supporting Microsoft Teams Rooms or enterprise AV environments. Strong customer service skills. Excellent communication skills. Experience managing ticket queues and SLAs. Strong troubleshooting and problem-solving skills. 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: Hybrid working (for majority of our roles) with team anchor days to support collaboration. 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. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds. Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.