Service Desk Team Lead

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