Join Our Team as a Team Lead, Service Desk!
Location: Hybrid - Ashford, Belfast, or London
Are you ready to take your career to the next level? Sysco is on the lookout for a passionate and dynamic Team Lead, Service Desk to join our vibrant Information Technology team on a full-time, permanent basis. This is your chance to lead a dedicated group of Level 0/1 Service Desk Associates and make a real impact!
In this pivotal role, you will report to the Manager, Service Desk, and be at the forefront of delivering exceptional customer support while driving continual service improvement. Your leadership will be essential in overseeing daily operations, performance metrics, training, and special projects.
*Please note: This is a bilingual position requiring fluency in English and either Swedish or French.*
Key Responsibilities
* Lead daily operations of the Service Desk team, ensuring adherence to schedules, service metrics, and individual performance standards.
* Analyze team performance to pinpoint areas for coaching, improvement, and training.
* Mentor team members on career development, diversity and inclusion, and achieving annual goals.
* Conduct call audits and ticket reviews to uphold quality standards.
* Act as a customer liaison to resolve escalated issues effectively.
* Participate in and lead training sessions for both new hires and existing team members.
* Collaborate with other functional leads on process development and knowledge management.
* Serve as an escalation point for unresolved incidents and interdepartmental conflicts.
* Lead post-incident critiques to foster continuous improvement.
* Work closely with Business Technology teams to identify L1-resolvable issues and enhance support readiness.
* Assist with special projects as assigned.
Skills and Experience
* Extensive experience in a Service Desk or similar support environment.
* Proven leadership, negotiation, and conflict resolution skills.
* Exceptional customer support and interpersonal skills.
* Excellent verbal and written communication; superior phone etiquette.
* Bilingual – fluent in English and Swedish/French.
* Strong initiative, attention to detail, and sound judgment.
* Ability to multi-task and participate in flexible schedules/on-call rotations.
* Deep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network tools.
* Advanced troubleshooting skills and a collaborative team spirit.
Education and Certifications
* Degree or equivalent experience preferred.
* IT Service Management (ITSMv3) certification preferred.
* Microsoft Certified Systems Engineer (MCSE) certification is a plus.
If you're ready to lead a talented team and make a difference in the world of IT support, we want to hear from you! Join us at Sysco and be part of a company that values innovation, collaboration, and growth.