Service Desk Team Lead (French or Swedish speaking)
1. Full-time
2. Department: International Technology
Job Description
Team Lead, Service Desk (Europe)
Hybrid - Ashford, Belfast or London
Sysco are recruiting for a Team Lead, Service Desk to join the Service Desk function within the Information Technology team on a full-time, permanent basis.
Reporting to the Manager, Service Desk, 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.
*This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French*
Key Responsibilities
3. Lead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintained
4. Analyse team performance to identify areas for coaching, improvement, and training
5. Mentor team members on career development plans, diversity and inclusion, and annual goal attainment
6. Conduct call audits and ticket reviews to maintain quality standards
7. Act as a customer liaison to resolve escalated issues
8. Participate in and lead training sessions for new hires and existing team members
9. Collaborate with other functional leads on process development and knowledge management
10. Act as escalation point for unresolved incidents and interdepartmental conflicts
11. Lead post-incident critiques to drive continuous improvement
12. Work closely with Business Technology teams to identify L1-resolvable issues and enhance support readiness
13. Assist with special projects as assigned
Skills and Experience
14. Extensive experience in a Service Desk or similar support environment
15. Proven leadership, negotiation, and conflict resolution skills
16. Exceptional customer support and interpersonal skills
17. Excellent verbal and written communication; superior phone etiquette
18. Bilingual – English and Swedish/French
19. Strong initiative, attention to detail, and judgment
20. Ability to multi-task and participate in flexible schedules/on-call rotations
21. Deep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network tools
22. Advanced troubleshooting skills and professional team collaboration
Education and Certifications
23. Degree or equivalent experience preferred
24. IT Service Management (ITSMv3) certification preferred
25. Microsoft Certified Systems Engineer (MCSE) certification is a plus
Additional Information
At Sysco International everyone is welcome. We don’t want you to ‘fit our culture’ we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don’t just look at your CV, we’re more focused on who you are and your potential. As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Sysco International and we recognise that Sysco International can only thrive when everyone feels they belong. We'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you.
Job Location
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