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- Tasks: Lead a dynamic Service Desk team, ensuring top-notch customer support and performance.
- Company: Join Sysco International, a diverse company connecting the world through food and partnerships.
- Benefits: Enjoy a hybrid work model, inclusive culture, and opportunities for personal growth.
- Why this job: Be part of a team that values your unique talents and fosters continuous improvement.
- Qualifications: Fluent in English and Swedish/French, with leadership experience in a support environment.
- Other info: Sysco celebrates diversity and is committed to creating an inclusive workplace for all.
The predicted salary is between 36000 - 60000 £ per year.
Team Lead, Service Desk (Europe)Hybrid – London.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 plusAdditional Information At Sysco International everyone is welcome. We don\’t want you to \’fit our culture\’ we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don\’t just look at your CV, we\’re more focused on who you are and your potential. As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Sysco International and we recognise that Sysco International can only thrive when everyone feels they belong. We\’ll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you.
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Service Desk Team Lead employer: Brakes Food Shop
Contact Detail:
Brakes Food Shop Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Microsoft Office, Active Directory, and JIRA. Having hands-on experience or knowledge of these systems will give you an edge during interviews.
✨Tip Number 2
Highlight your leadership skills by preparing examples of how you've successfully managed teams or projects in the past. Be ready to discuss your approach to mentoring and developing team members, as this is a key responsibility of the role.
✨Tip Number 3
Since this is a bilingual position, practice your language skills in both English and either Swedish or French. Being able to demonstrate fluency in a conversational setting can significantly boost your chances of landing the job.
✨Tip Number 4
Research Sysco's company culture and values, particularly their commitment to diversity and inclusion. Be prepared to discuss how your personal values align with theirs and how you can contribute to fostering an inclusive environment.
We think you need these skills to ace Service Desk Team Lead
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Desk Team Lead. Highlight your leadership experience and how it aligns with the key responsibilities mentioned in the job description.
Tailor Your CV: Customise your CV to reflect your relevant experience in service desk environments. Emphasise your bilingual skills in English and either Swedish or French, as well as any leadership roles you've held.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer support and your ability to lead a team. Mention specific examples of how you've improved team performance or resolved conflicts in previous roles.
Showcase Relevant Skills: In your application, highlight your technical skills, such as knowledge of Microsoft Office, Active Directory, and troubleshooting abilities. Make sure to mention any certifications like ITSM or MCSE if you have them.
How to prepare for a job interview at Brakes Food Shop
✨Showcase Your Leadership Skills
As a Team Lead, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on your approach to mentoring and developing team members.
✨Highlight Bilingual Proficiency
Since this role requires fluency in English and either Swedish or French, be ready to discuss your language skills. You might even want to practice answering common interview questions in both languages to show your comfort level.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving and conflict resolution skills. Think of specific scenarios where you had to handle escalated issues or improve team performance, and be ready to explain your thought process.
✨Emphasise Customer Support Experience
This position is all about delivering excellent customer support. Be prepared to share your experiences in customer service, particularly how you've handled difficult situations and ensured customer satisfaction.
