Service Desk Team Leader - Digital Workplace

About the role

Centorrino Technologies is seeking a Service Desk Team Leader for its Digital Workplace function in Australia. The role blends people leadership, operational management, and technical governance to deliver reliable, secure, and modern workplace services across Microsoft 365 and related technologies.

Key responsibilities

• Lead, mentor and develop the Digital Workplace team, fostering a high‑performance culture.
• Conduct regular one‑on‑ones, performance reviews and career development planning.
• Support recruitment, onboarding, succession planning and employee engagement initiatives.
• Provide technical leadership on complex issue resolution and promote best practices.
• Oversee day‑to‑day service operations including incidents, requests, major incidents, problem management and escalations.
• Monitor queue health, workload distribution, engineer utilisation and SLA compliance.
• Identify risks, manage capacity and drive continual service improvement.
• Own and improve services such as Microsoft 365, Identity & Access Management, Audio‑Visual & Collaboration, and File & Print.
• Drive automation, self‑service, process standardisation and reduction of repeat incidents.
• Maintain accurate technical documentation, knowledge articles and operating procedures.

Required profile

• 5+ years experience supporting Microsoft Modern Workplace technologies.
• Previous leadership or senior technical role within a Managed Services Provider.
• Strong Microsoft 365 administration background.
• Experience with Microsoft Entra ID and Identity & Access Management principles.
• Proven ability to build relationships with internal stakeholders and customers.

Required skills

• Microsoft 365 administration
• Microsoft Entra ID (Azure AD)
• Identity & Access Management
• Microsoft Teams and collaboration technologies
• File & Print infrastructure
• Audio‑Visual and Collaboration solutions
• Service‑management processes (incident, problem, change)