Service Desk Team Lead

Job Description Job DescriptionTeam 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 ResponsibilitiesLead daily operations of the Service Desk team, ensuring schedule adherence, service metrics, and individual performance are maintainedAnalyse team performance to identify areas for coaching, improvement, and trainingMentor team members on career development plans, diversity and inclusion, and annual goal attainmentConduct call audits and ticket reviews to maintain quality standardsAct as a customer liaison to resolve escalated issuesParticipate in and lead training sessions for new hires and existing team membersCollaborate with other functional leads on process development and knowledge managementAct as escalation point for unresolved incidents and interdepartmental conflictsLead post-incident critiques to drive continuous improvementWork closely with Business Technology teams to identify L1-resolvable issues and enhance support readinessAssist with special projects as assignedSkills and ExperienceExtensive experience in a Service Desk or similar support environmentProven leadership, negotiation, and conflict resolution skillsExceptional customer support and interpersonal skillsExcellent verbal and written communication; superior phone etiquetteStrong initiative, attention to detail, and judgmentAbility to multi-task and participate in flexible schedules/on-call rotationsDeep knowledge of enterprise hardware/software, Microsoft Office, Active Directory, JIRA, and network toolsAdvanced troubleshooting skills and professional team collaborationEducation and CertificationsDegree or equivalent experience preferredIT Service Management (ITSMv3) certification preferredMicrosoft Certified Systems Engineer (MCSE) certification is a plusJBRP1_UKTJ

Created: 2025-11-19