Job Description
Team Lead, Service Desk (Europe)
Hybrid - Ashford 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
* Lead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintained
* Analyse team performance to identify areas for coaching, improvement, and training
* Mentor team members on career development plans, diversity and inclusion, and annual goal attainment
* Conduct call audits and ticket reviews to maintain quality standards
* Act as a customer liaison to resolve escalated issues
* Participate in and lead training sessions for new hires and existing team members
* Collaborate with other functional leads on process development and knowledge management
* Act as escalation point for unresolved incidents and interdepartmental conflicts
* Lead post-incident critiques to drive 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 English and Swedish/French
* Strong initiative, attention to detail, and 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 professional team collaboration
Education and Certifications
* Degree or equivalent experience preferred
* IT Service Management (ITSMv3) certification preferred
* Microsoft Certified Systems Engineer (MCSE) certification is a plus