Service Desk Team Lead

SYSCO
Job Description

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

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