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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 schedules, and opportunities for professional growth.
- Other info: Be part of a culture that celebrates uniqueness and fosters belonging.
- Why this job: Make a real impact by mentoring others and driving service improvements.
- Qualifications: Experience in service desk environments and strong leadership skills required.
The predicted salary is between 28800 - 43200 £ per year.
Company Description
Job Description
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 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 (Hiring Immediately) in London employer: syscogb
Contact Detail:
syscogb Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Team Lead (Hiring Immediately) in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Sysco through LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to leadership and customer support. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Show off your soft skills! During interviews, highlight your exceptional communication and conflict resolution abilities. Sysco values interpersonal skills, so make sure to share examples of how you've successfully navigated tough situations.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email expressing your appreciation for the opportunity can leave a lasting impression and show your enthusiasm for the role.
We think you need these skills to ace Service Desk Team Lead (Hiring Immediately) in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Desk Team Lead role. Highlight your leadership experience and any relevant IT certifications to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about leading a Service Desk team. Share specific examples of how you've improved customer support or mentored team members in the past.
Showcase Your Communication Skills: Since this role requires excellent verbal and written communication, ensure your application is clear and concise. Use professional language but let your personality shine through!
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 from our team!
How to prepare for a job interview at syscogb
✨Know Your Stuff
Make sure you brush up on your knowledge of service desk operations and the tools mentioned in the job description, like Microsoft Office and JIRA. Being able to discuss these confidently will show that you're ready to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams or handled conflicts in the past. Sysco is looking for someone who can mentor and guide others, so be ready to share specific instances where you've made a positive impact on team performance.
✨Emphasise Customer Support Experience
Since this role is all about delivering excellent customer support, think of times when you've gone above and beyond for a customer. Highlight your exceptional communication skills and how you've resolved escalated issues effectively.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during the interview. Prepare by thinking through potential challenges you might encounter as a Service Desk Team Lead and how you would approach them. This will demonstrate your problem-solving skills and readiness for the role.