Service Desk Team Leader - Digital Workplace

About Centorrino Technologies

Join Centorrino Technologies (CT) to innovate and thrive in a highly regarded workplace recognised as a Great Place to Work in 2025 and among the Top 5 Inspiring Workplaces for 2026. Our outstanding eNPS score of 68 reflects our commitment to excellence as we strive to redefine the customer experience.

Role Overview

As the Service Desk Team Leader for the Digital Workplace, you will manage a skilled technical support team, ensuring exceptional customer service for Microsoft Modern Workplace technologies and printer support. This position involves leadership, operational oversight, technical governance, customer engagement, and ongoing service enhancements to deliver dependable, secure, and modern workplace solutions.

Key Responsibilities

• Lead and develop the Digital Workplace team, promoting a culture of high performance and collaboration.
• Conduct regular one-on-one meetings, performance evaluations, and development planning sessions.
• Enhance team technical skills through coaching, knowledge sharing, and targeted training.
• Support recruitment, onboarding, succession planning, and initiatives to boost employee engagement.
• Provide expert technical leadership to resolve complex issues and advocate best practices.
• Establish strong relationships with internal stakeholders and customers, taking accountability for service results.
• Oversee daily operations including incident management, request fulfillment, major incident handling, problem management, and escalations.
• Monitor queue health, workload distribution, engineer utilization, and performance metrics to meet SLA standards and deliver excellent customer outcomes.
• Identify risks proactively, manage team capacity, and drive continual improvements to maintain operational stability.
• Maintain ownership and ongoing refinement of Digital Workplace services such as Microsoft 365, Identity & Access Management, Audio Visual & Collaboration, and File & Print Services.
• Lead initiatives to enhance services through automation, self-service, process standardization, and minimizing recurring incidents and escalations.
• Ensure all technical documentation, knowledge bases, and operational procedures are accurate and current.
• Perform quality audits of support tickets, customer communications, and technical standards, providing coaching to enhance service quality and first contact resolution.

Qualifications and Experience

• Minimum 5 years of experience supporting Microsoft Modern Workplace technologies.
• Previous leadership or senior technical role within a Managed Services Provider (MSP) environment.
• Proficient in Microsoft 365 administration.
• Experience with Microsoft Entra ID and strong grasp of Identity & Access Management principles.
• Expertise in supporting Microsoft Teams and related collaboration tools.
• Knowledgeable in File and Print infrastructure support.
• Familiarity with Microsoft Teams Rooms or enterprise audio-visual environments.
• Strong customer service orientation with excellent communication skills.
• Experience managing support ticket queues, SLAs, and operational performance.
• Effective troubleshooting and problem-solving capabilities.

Employee Benefits

• Hybrid working model with designated team collaboration days.
• Comprehensive training and development programs for continued career progression.
• Exclusive discounts and perks to enhance overall compensation value.
• Choice of IT equipment to optimize work efficiency with options to purchase tech at cost price for personal use.
• Engaging team events that celebrate successes and foster connections beyond work.

Additional Information

Centorrino Technologies values diversity, inclusivity, and innovation, embracing employees from all backgrounds to create a thriving workplace culture. Candidates must possess a valid Vulnerable People/Working with Children Check (WWCC) and Police Check to qualify for employment.