Join Our Team as a Team Lead, Service Desk!
Location: Hybrid - Ashford or London
Are you ready to take your leadership skills to the next level? At Sysco, we’re on the lookout for a passionate Team Lead, Service Desk to join our dynamic Information Technology team. This is a full-time, permanent opportunity where you can make a real impact!
In this role, you will report directly to the Manager of the Service Desk and lead a dedicated team of Level 0/1 Service Desk Associates. Your mission? To ensure exceptional customer support and drive continual service improvement.
*Please note: This is a bilingual position requiring fluency in English and either Swedish or French.*
Your 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.
What We’re Looking For
* 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 growth, innovation, and teamwork.