Service Desk Team Lead

Sysco; Ashford; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading food service company in Ashford is seeking a Service Desk Lead to oversee operations and mentoring of the Service Desk team. This crucial role requires exceptional leadership, customer support skills, and deep knowledge of enterprise tools. The ideal candidate has extensive experience in support environments and is proficient in areas such as Microsoft Office and Active Directory. The position offers opportunities for professional development and interface with various departments.

Qualifications

• Extensive experience in a Service Desk or similar support environment.
• Exceptional customer support and interpersonal skills.
• Ability to multi-task and participate in flexible schedules/on-call rotations.
• Deep knowledge of enterprise hardware/software.

Responsibilities

• Lead daily operations of the Service Desk team.
• Mentor team members on career development plans.
• Conduct call audits and ticket reviews.
• Act as a customer liaison to resolve escalated issues.
• Collaborate with other functional leads on process development.

Skills

Leadership

Negotiation

Conflict Resolution

Customer Support

Communication

Attention to Detail

Multi-tasking

Education

Degree or equivalent experience

Tools

Microsoft Office

Active Directory

JIRA

Network Tools

Job description

Overview

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.

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.

Qualifications

• 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.
• Degree or equivalent experience preferred.
• IT Service Management (ITSMv3) certification preferred.
• Microsoft Certified Systems Engineer (MCSE) certification is a plus.