Service Desk Team Lead

Job Description Team Lead, Service Desk (Europe)  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