Service Desk Team Lead

Team Lead, Service Desk (Europe) 

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