Service Desk Team Lead

1 week ago

Lisburn, United Kingdom Sysco International Full time

**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**
- 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

**Additional Information

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