Job Description
Job Description
Team Lead, Service Desk (Europe)
Hybrid - Ashford, Kent.
Sysco are recruiting for a Service Desk Team Lead to join the Service Desk function within the Information Technology team on a full-time, permanent basis.
Reporting to the Service Desk Manager, this role provides leadership to a team of Level 0/1 Service Desk Associates. You will oversee daily operations, performance adherence, training, metric reporting, and serve as a liaison for special projects and escalations. This position is critical to delivering excellent customer support and continual service improvement.
Key Responsibilities
1. Lead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintained
2. Analyse team performance to identify areas for coaching, improvement, and training
3. Mentor team members on career development plans, diversity and inclusion, and annual goal attainment
4. Conduct call audits and ticket reviews to maintain quality standards
5. Act as a customer liaison to resolve escalated issues
6. Participate in and lead training sessions for new hires and existing team members
7. Collaborate with other functional leads on process development and knowledge management
8. Act as escalation point for unresolved incidents and interdepartmental conflicts
9. L...