Service Desk Team Leader – Digital Workplace

Centorrino Technologies

. Lead, mentor and develop the Digital Workplace team, fostering a high-performance and collaborative culture.

Posted 7/15/2026full-timeRemote • 🇦🇺 AustraliaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Microsoft 365 administration and Identity & Access Management, with a strong focus on service improvement and operational stability. Proven ability to lead and mentor teams while ensuring high-quality customer outcomes and SLA compliance.

Highest-signal resume keywords

Microsoft 365 AdministrationIdentity & Access ManagementMicrosoft Entra ID SupportCustomer Service SkillsTroubleshooting and Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft 365 AdministrationIdentity & Access ManagementMicrosoft Entra ID SupportMicrosoft Teams SupportFile & Print InfrastructureMicrosoft Teams Rooms SupportService Level Agreement ManagementIncident ManagementProblem ManagementAutomation and Process Standardization

Soft Skills

LeadershipCommunicationCoachingCollaborationCustomer Engagement

Tools & Technologies

Microsoft 365Microsoft TeamsAudio Visual TechnologiesCollaboration ToolsService Management Tools

Industry Keywords

Managed Services ProviderDigital WorkplaceService ImprovementOperational StabilityHigh-Performance Culture

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.