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Service Desk Team Lead (French or Swedish speaking)

Where

Cardiff

Type

Permanent

Salary

Annual

Job Description

Team Lead, Service Desk (Europe) Hybrid - Ashford, Belfast or London

Sysco are recruiting for a Team Lead, Service Desk to join the Service Desk function within the Information Technology team on a full-time, permanent basis.

Reporting to the Manager, Service Desk, 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. This is a bilingual position where we are looking for fluent speaking/writing of English and either/both of Swedish and French

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
  • Bilingual English and Swedish/French
  • 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

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