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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