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- Tasks: Lead a dynamic Service Desk team and enhance customer support experiences.
- Company: Join Sysco International, a diverse and inclusive tech-driven company.
- Benefits: Competitive salary, flexible working, and opportunities for personal growth.
- Why this job: Make a real impact by mentoring others and driving service improvements.
- Qualifications: Experience in service desk roles and strong leadership skills required.
- Other info: Be part of a culture that celebrates individuality 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 in London employer: Brakes
Contact Detail:
Brakes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead in London
✨Tip Number 1
Get to know the company culture before your interview. Check out Sysco's values and see how you can align your experiences with their mission. This will help you stand out as someone who truly fits in!
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or resolved conflicts. Sysco is looking for strong leaders, so show us how you’ve made an impact in previous roles.
✨Tip Number 3
Don’t forget to ask questions during your interview! This shows your interest and helps you understand if Sysco is the right fit for you. Ask about team dynamics, training opportunities, and how they support career growth.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to showcase your enthusiasm for the role and the company right from the start.
We think you need these skills to ace Service Desk Team Lead in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences mentioned in the job description. Highlight your leadership experience and customer support skills, as these are key for the Service Desk Team Lead role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this position. Share specific examples of how you've led teams or improved service delivery in previous roles.
Showcase Your Communication Skills: Since excellent verbal and written communication is crucial, ensure your application is clear and well-structured. This is your chance to demonstrate your superior phone etiquette and interpersonal skills.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process.
How to prepare for a job interview at Brakes
✨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 support others will set you apart.
✨Emphasise Customer Support
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 post-incident critiques, as these are key aspects of the role.
