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- Tasks: Lead a dynamic Service Desk team, ensuring top-notch customer support and continuous improvement.
- Company: Join Sysco International, a diverse and inclusive workplace that values your unique talents.
- Benefits: Enjoy a competitive salary, flexible working options, and opportunities for personal growth.
- Why this job: Make a real impact by mentoring others and enhancing service delivery in a supportive environment.
- Qualifications: Experience in service desk roles with strong leadership and communication skills.
- Other info: Be part of a culture that celebrates diversity and fosters belonging.
The predicted salary is between 36000 - 60000 £ per year.
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.
Additional 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.
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
Get to know the company culture! Before your interview, check out Sysco's values and mission. This will help you align your answers with what they care about, showing that you're not just a fit but a perfect match for their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or resolved conflicts. Sysco wants to see your negotiation and conflict resolution skills in action, so be ready to share those experiences.
✨Tip Number 3
Show off your customer support skills! Prepare to discuss how you've handled tough customer situations in the past. Highlight your exceptional communication and interpersonal skills, as these are key for the Service Desk Team Lead role.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team dynamics or ongoing projects. This shows your interest and helps you gauge if Sysco is the right place for you.
We think you need these skills to ace Service Desk Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Service Desk Team Lead role. Highlight your leadership experience and any relevant skills that match the job description. We want to see how you can bring your unique talents to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your commitment to customer support and team development.
Showcase Your Communication Skills: Since this role requires exceptional verbal and written communication, make sure your application reflects that. Keep your language clear and professional, and don’t shy away from showing your personality – we love a bit of flair!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Brakes Food Shop
✨Know Your Stuff
Make sure you brush up on your knowledge of enterprise hardware/software, Microsoft Office, and Active Directory. Sysco is looking for someone with extensive experience in a Service Desk environment, so be ready to discuss your past roles and how they relate to the responsibilities of a Team Lead.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past. Think about times when you’ve mentored team members or resolved conflicts. Sysco values leadership, so demonstrating your ability to guide and inspire others will set you apart.
✨Emphasise Customer Support Excellence
Since this role is critical for delivering excellent customer support, be ready to share specific instances where you’ve gone above and beyond for customers. Highlight your exceptional interpersonal skills and how you handle escalated issues effectively.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving abilities and how you would handle various situations. Prepare for scenarios related to team performance analysis, training needs, and interdepartmental conflicts. This will show Sysco that you can think on your feet and lead effectively.
