Service Desk Team Lead

2 weeks ago

Ashford, United Kingdom Sysco GB Full time

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 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 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 Additional Information At Sysco International everyone is welcome. We dont 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 dont just look at your CV were 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. Well 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. Remote Work: No Employment Type: Full-time Vacancy: 1 #J-18808-Ljbffr

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