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- Tasks: Lead a dynamic Service Desk team and ensure top-notch customer support.
- Company: Join Sysco, a leader in the tech industry with a focus on innovation.
- Benefits: Enjoy a competitive salary, hybrid work options, and career development opportunities.
- Why this job: Make a real impact by mentoring others and driving service excellence.
- Qualifications: Experience in service desk roles and strong leadership skills are essential.
- Other info: Be part of a collaborative environment with great growth potential.
The predicted salary is between 36000 - 60000 £ per year.
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.
Locations
Service Desk Team Lead (Ashford) employer: Sysco International
Contact Detail:
Sysco International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead (Ashford)
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Sysco and their values. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with leading a Service Desk team and delivering excellent customer support.
✨Tip Number 3
Show off your leadership skills! Be ready to share examples of how you've mentored team members or improved processes in previous roles. This is your chance to shine and demonstrate your fit for the Team Lead position.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates.
We think you need these skills to ace Service Desk Team Lead (Ashford)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored 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 lead a team and improve service delivery!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your past experiences in service desk environments and how you've driven improvements. We love a good story!
Show Off Your Communication Skills: Since this role requires excellent verbal and written communication, make sure your application reflects that. Keep your language clear and professional, but don’t be afraid to let your personality shine through. We appreciate authenticity!
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’re considered for the role. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Sysco International
✨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 the Service Desk Team Lead.
✨Show Off Your Leadership Skills
Since this role involves leading a team, be prepared to share examples of how you've successfully managed or mentored others. Talk about specific situations where you resolved conflicts or improved team performance, as this will demonstrate your leadership capabilities.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and customer service approach. Think of scenarios where you had to handle escalated issues or conduct call audits. Practising these responses will help you articulate your thought process during the interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the company. Inquire about the team's current challenges or how they measure success in the Service Desk. This not only shows your enthusiasm but also helps you gauge if the role is the right fit for you.
