Service Desk Team Lead at Sysco

Ashford, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, Food ServiceIndustries

Requirements

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
Degree or equivalent experience preferred
IT Service Management (ITSMv3) certification preferred
Microsoft Certified Systems Engineer (MCSE) certification is a plus

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

Key technologies and capabilities for this role

Service DeskTeam LeadershipPerformance MetricsCall AuditsTicket ReviewsEscalation ManagementTrainingCoachingConflict ResolutionCustomer SupportKnowledge ManagementProcess Development

Questions & Answers

Common questions about this position

Is this role remote or on-site?

The position is hybrid based in Ashford, Kent.

What skills and experience are required for the Service Desk Team Lead role?

Required skills include extensive experience in a Service Desk environment, proven leadership and conflict resolution skills, exceptional customer support, excellent communication, deep knowledge of enterprise hardware/software including Microsoft Office, Active Directory, JIRA, and network tools, plus advanced troubleshooting.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the company culture like at Sysco?

Sysco fosters a diverse and inclusive culture where everyone is welcome, colleagues help define the culture, unique talents are celebrated, everyone has a voice, is appreciated, and has equal opportunities.

What makes a strong candidate for this Team Lead position?

Strong candidates have extensive Service Desk experience, proven leadership skills, technical knowledge in tools like Active Directory and JIRA, plus preferred certifications such as ITSMv3 or MCSE, along with a focus on potential over just CV.

Sysco

Foodservice distribution for restaurants and healthcare

About Sysco

Sysco Corporation specializes in foodservice distribution, primarily serving restaurants, healthcare facilities, and educational institutions. The company offers a variety of products and services, including food items, kitchen equipment, and marketing support, tailored to meet the specific needs of its clients. Sysco differentiates itself from competitors by providing comprehensive solutions, such as the "Restaurants Rising Toolkit" during the COVID-19 pandemic, which helps restaurants adapt to new dining trends. The goal of Sysco is to make running a restaurant easier and more profitable for its clients.

Houston, TexasHeadquarters

1970Year Founded

IPOCompany Stage

Food & AgricultureIndustries

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Performance Bonus

Risks

Increased competition from tech-driven solutions could impact Sysco's market share.

Reliance on partnerships for technology advancements may pose risks if results are unmet.

Socially responsible investing trends may pressure Sysco to improve ESG standards.

Differentiation

Sysco offers comprehensive B2B solutions, including food products, equipment, and marketing services.

The company provides flexible payment options and waives delivery minimums for scheduled deliveries.

Sysco's 'Restaurants Rising Toolkit' supports restaurants adapting to new dining trends.

Upsides

Sysco can capitalize on the demand for plant-based and alternative protein products.

The rise of ghost kitchens offers Sysco opportunities for specialized supply chain solutions.

Digital transformation in foodservice allows Sysco to enhance service offerings and engagement.

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