Overview We are looking for Software Engineers to drive forward the Defence sector within Electrical and Embedded Systems. This is an exciting opportunity to make a real difference to the client project that you support. The Software Engineer will play a vital role in the software development lifecycle by ensuring that software solutions are developed in line with defined processes and industry standards to ensure the reliability, safety, and security of software products. Responsibilities Design and develop real-time embedded software solutions. Integrate and debug solutions on target hardware, addressing hardware/software integration issues. Target multiple real-time platforms (e.g., VxWorks, MicroC/OS, Linux, FreeRTOS) using Embedded C, C, C++ Linux, Free Artis, VX Works. Participate in various software lifecycle methodologies. Manage software requirements and traceability using industry best practices. Plan and execute software tests (Unit, Integration, System Level). Develop reusable software solutions. Document all aspects of the software production process according to company standards. Qualifications A BEng/BSc (Hons) degree or equivalent in computing or a computing-related subject, or an alternative qualification with relevant experience. Essential skills Knowledge of embedded real-time development and the hardware/software interface. Understanding of real-time operating system behavior and software requirements analysis. Proficiency in Embedded C, C and C++. Understanding of data communications (e.g., 1553, RS422) and networking principles. Practical experience in real-time embedded development, integrating and debugging on target hardware, and using real-time operating systems. Track record in developing C/C++ applications. Awareness of the principles and levels of software testing. Desired skills Knowledge of UML and Agile development methodologies. Experience in Graphical User Interface design and development. Understanding of software configuration control. Ability to undertake roles beyond software development, such as Software Architect or Software Engineering Manager. Practical experience in model-driven software development, using change management and version control systems, and developing under a range of software methodologies. SC will be required to support this role. Benefits Collaborative working environment - we stand shoulder to shoulder with our clients and our peers through good times and challenges We empower all passionate technology loving professionals by allowing them to expand their skills and take part in inspiring projects Expleo Academy - enables you to acquire and develop the right skills by delivering a suite of accredited training courses Competitive company benefits such as medical and dental insurance, pension, life assurance, employee wellbeing programme, sports and social events, birthday hampers and much more! Always working as one team, our people are not afraid to think big and challenge the status quo As a Disability Confident Committed Employer we have committed to: Ensure our recruitment process is inclusive and accessible Communicating and promoting vacancies Offering an interview to disabled people who meet the minimum criteria for the job Anticipating and providing reasonable adjustments as required Supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work at least one activity that will make a difference for disabled people "We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age". We treat everyone fairly and equitably across the organisation, including providing any additional support and adjustments needed for everyone to thrive
08/09/2025
Full time
Overview We are looking for Software Engineers to drive forward the Defence sector within Electrical and Embedded Systems. This is an exciting opportunity to make a real difference to the client project that you support. The Software Engineer will play a vital role in the software development lifecycle by ensuring that software solutions are developed in line with defined processes and industry standards to ensure the reliability, safety, and security of software products. Responsibilities Design and develop real-time embedded software solutions. Integrate and debug solutions on target hardware, addressing hardware/software integration issues. Target multiple real-time platforms (e.g., VxWorks, MicroC/OS, Linux, FreeRTOS) using Embedded C, C, C++ Linux, Free Artis, VX Works. Participate in various software lifecycle methodologies. Manage software requirements and traceability using industry best practices. Plan and execute software tests (Unit, Integration, System Level). Develop reusable software solutions. Document all aspects of the software production process according to company standards. Qualifications A BEng/BSc (Hons) degree or equivalent in computing or a computing-related subject, or an alternative qualification with relevant experience. Essential skills Knowledge of embedded real-time development and the hardware/software interface. Understanding of real-time operating system behavior and software requirements analysis. Proficiency in Embedded C, C and C++. Understanding of data communications (e.g., 1553, RS422) and networking principles. Practical experience in real-time embedded development, integrating and debugging on target hardware, and using real-time operating systems. Track record in developing C/C++ applications. Awareness of the principles and levels of software testing. Desired skills Knowledge of UML and Agile development methodologies. Experience in Graphical User Interface design and development. Understanding of software configuration control. Ability to undertake roles beyond software development, such as Software Architect or Software Engineering Manager. Practical experience in model-driven software development, using change management and version control systems, and developing under a range of software methodologies. SC will be required to support this role. Benefits Collaborative working environment - we stand shoulder to shoulder with our clients and our peers through good times and challenges We empower all passionate technology loving professionals by allowing them to expand their skills and take part in inspiring projects Expleo Academy - enables you to acquire and develop the right skills by delivering a suite of accredited training courses Competitive company benefits such as medical and dental insurance, pension, life assurance, employee wellbeing programme, sports and social events, birthday hampers and much more! Always working as one team, our people are not afraid to think big and challenge the status quo As a Disability Confident Committed Employer we have committed to: Ensure our recruitment process is inclusive and accessible Communicating and promoting vacancies Offering an interview to disabled people who meet the minimum criteria for the job Anticipating and providing reasonable adjustments as required Supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work at least one activity that will make a difference for disabled people "We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age". We treat everyone fairly and equitably across the organisation, including providing any additional support and adjustments needed for everyone to thrive
Overview We are looking for a Software Architects to drive forward the Defence sector within Electrical and Embedded Systems. This is an exciting opportunity to make a real difference to the client projects that you are involved in. Further details on the roles can be found below: Software Architect - Due to business growth and increased demand, an additional Software Architect is required to support the business in delivering the current and next generation of Mine Counter Measures capabilities. Responsibilities Due to business growth and increased demand, an additional Software Architect is required to support the business in delivering the current and next generation of Mine Counter Measures capabilities. The successful applicant will be involved in a wide range of activities from defining/updating the technical solution, contributing to system requirements, meeting with customers and key stakeholders, guiding and advising the development team, and supporting the entire project team from start to end. In this particular instance (due to the small scale of the team), the SW Architect will be expected to participate in some of the SW development activities. Training and mentoring will be provided, however this is a senior role and the individual is expected to be self-driven and able to drive others rather than be told what to do. This role will involve bids, architecture and design, development, and support. Occasional travel to sister company and client sites is expected, as projects demand. Qualifications Member of a professional body Engineering Degree or equivalent Essential skills Self-driven problem solver (Taking ownership as needed and calling on other expertise and network contacts so you can act as an unblocker for others and providing steerage) Demonstrable experience with software architecture of large systems or development of large complex systems Confident and commercially aware when presenting to senior management and senior customers Able to adjust the level of technical detail being conversed to suite the audience; you'll be expected to work closely with developers, engineering delivery managers, other architects, product line architects, & customers Confidence and ability using modelling tools such as Enterprise Architect - training in the actual tool used will be provided if necessary Ability to show strategic awareness and make balanced, thought through, defendable decisions. Confidence to challenge others and open to be challenged Must be able to consider the whole system and understand the impact of software outside of the software system i.e. System level requirements and behaviour and Hardware requirements and behaviour Able to describe and hold detailed conversations at every level from development, component interaction and architecture, hardware interaction, system interaction, and business strategy. Able to balance the short term goals of the project with the longer term goals of the product roadmap C++, Java, Python (Detailed knowledge of C++, with an appreciation of Java and Python) Networking (routing, firewalls, switch config) Linux (ideally Red Hat) Hardware (Basic knowledge of the components, connectors and hardware architecture of a solution) SW development and Architecting of real time systems Desired skills Containerisation (podman / kubernetes) Security (SELinux, STIG / CIS lockdown, cryptographic principles, TPM) Software build process (Make, CMake, Maven, Gradle, Jenkins, git, artifactory) Embedded SW Development Rhapsody or Enterprise Architect Experience in the Defence, Telecommunications or other Engineering industry Experience of Radio Communication systems What do I need before I apply Some travel to client sites may be required. Therefore, flexibility to travel and work at other locations is desirable. Benefits Collaborative working environment - we stand shoulder to shoulder with our clients and our peers through good times and challenges We empower all passionate technology loving professionals by allowing them to expand their skills and take part in inspiring projects Expleo Academy - enables you to acquire and develop the right skills by delivering a suite of accredited training courses Competitive company benefits Always working as one team, our people are not afraid to think big and challenge the status quo As a Disability Confident Committed Employer we have committed to: Ensure our recruitment process is inclusive and accessible Communicating and promoting vacancies Offering an interview to disabled people who meet the minimum criteria for the job Anticipating and providing reasonable adjustments as required Supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work at least one activity that will make a difference for disabled people "We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age". We treat everyone fairly and equitably across the organisation, including providing any additional support and adjustments needed for everyone to thrive
08/09/2025
Full time
Overview We are looking for a Software Architects to drive forward the Defence sector within Electrical and Embedded Systems. This is an exciting opportunity to make a real difference to the client projects that you are involved in. Further details on the roles can be found below: Software Architect - Due to business growth and increased demand, an additional Software Architect is required to support the business in delivering the current and next generation of Mine Counter Measures capabilities. Responsibilities Due to business growth and increased demand, an additional Software Architect is required to support the business in delivering the current and next generation of Mine Counter Measures capabilities. The successful applicant will be involved in a wide range of activities from defining/updating the technical solution, contributing to system requirements, meeting with customers and key stakeholders, guiding and advising the development team, and supporting the entire project team from start to end. In this particular instance (due to the small scale of the team), the SW Architect will be expected to participate in some of the SW development activities. Training and mentoring will be provided, however this is a senior role and the individual is expected to be self-driven and able to drive others rather than be told what to do. This role will involve bids, architecture and design, development, and support. Occasional travel to sister company and client sites is expected, as projects demand. Qualifications Member of a professional body Engineering Degree or equivalent Essential skills Self-driven problem solver (Taking ownership as needed and calling on other expertise and network contacts so you can act as an unblocker for others and providing steerage) Demonstrable experience with software architecture of large systems or development of large complex systems Confident and commercially aware when presenting to senior management and senior customers Able to adjust the level of technical detail being conversed to suite the audience; you'll be expected to work closely with developers, engineering delivery managers, other architects, product line architects, & customers Confidence and ability using modelling tools such as Enterprise Architect - training in the actual tool used will be provided if necessary Ability to show strategic awareness and make balanced, thought through, defendable decisions. Confidence to challenge others and open to be challenged Must be able to consider the whole system and understand the impact of software outside of the software system i.e. System level requirements and behaviour and Hardware requirements and behaviour Able to describe and hold detailed conversations at every level from development, component interaction and architecture, hardware interaction, system interaction, and business strategy. Able to balance the short term goals of the project with the longer term goals of the product roadmap C++, Java, Python (Detailed knowledge of C++, with an appreciation of Java and Python) Networking (routing, firewalls, switch config) Linux (ideally Red Hat) Hardware (Basic knowledge of the components, connectors and hardware architecture of a solution) SW development and Architecting of real time systems Desired skills Containerisation (podman / kubernetes) Security (SELinux, STIG / CIS lockdown, cryptographic principles, TPM) Software build process (Make, CMake, Maven, Gradle, Jenkins, git, artifactory) Embedded SW Development Rhapsody or Enterprise Architect Experience in the Defence, Telecommunications or other Engineering industry Experience of Radio Communication systems What do I need before I apply Some travel to client sites may be required. Therefore, flexibility to travel and work at other locations is desirable. Benefits Collaborative working environment - we stand shoulder to shoulder with our clients and our peers through good times and challenges We empower all passionate technology loving professionals by allowing them to expand their skills and take part in inspiring projects Expleo Academy - enables you to acquire and develop the right skills by delivering a suite of accredited training courses Competitive company benefits Always working as one team, our people are not afraid to think big and challenge the status quo As a Disability Confident Committed Employer we have committed to: Ensure our recruitment process is inclusive and accessible Communicating and promoting vacancies Offering an interview to disabled people who meet the minimum criteria for the job Anticipating and providing reasonable adjustments as required Supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work at least one activity that will make a difference for disabled people "We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age". We treat everyone fairly and equitably across the organisation, including providing any additional support and adjustments needed for everyone to thrive
My global aerospace client based in Belfast have an urgent requirement for an IT Support Engineer to join on an initial 3 month contract with possible extensions thereafter. This is a fantastic role and company name to get on your CV helping you progress with your IT career. REQUIRED SKILLS: - - Active Directory - Password resets, adding new users - Windows 10 imaging, troubleshooting - PC, Laptop and Printer hardware break/fix - Basic network and server support - Excellent communication skills Please send across your most recent CV in application to this role.
08/09/2025
Full time
My global aerospace client based in Belfast have an urgent requirement for an IT Support Engineer to join on an initial 3 month contract with possible extensions thereafter. This is a fantastic role and company name to get on your CV helping you progress with your IT career. REQUIRED SKILLS: - - Active Directory - Password resets, adding new users - Windows 10 imaging, troubleshooting - PC, Laptop and Printer hardware break/fix - Basic network and server support - Excellent communication skills Please send across your most recent CV in application to this role.
24/7 NOC Engineer Akkodis are currently working in partnership with a market leading service provider to recruit NOC Engineer to join their 24/7 support team in Belfast. Please note you must be eligible to gain security clearance and happy to work on a rotational shift pattern. The Role As NOC Engineer you'll be part of a 24/7 shift team supporting critical infrastructure and resolving network/IT incidents with precision and professionalism. You'll collaborate closely with Network Engineering and Service Delivery teams to ensure high-quality service delivery across a vital client base. The Responsibilities Act as the first point of escalation for customer calls. Log and manage faults/service requests via Remedy, resolving over 95% at first touch. Work within strict SLAs to ensure timely resolutions. Maintain accurate shift handovers and keep support tickets up to date. Keep customers informed throughout the fault lifecycle. Configure and troubleshoot Cisco, Juniper, and Adtran switches, routers, DSLAMs, modems and other IT Systems. Manage circuit faults across ADSL, SDSL, Ethernet, NGA, MPF, and SMPF. Liaise with third-party engineers and suppliers to resolve issues. Support field engineers with remote configurations and link checks. Monitor network health using SolarWinds. The Requirements Proven experience in IT Helpdesk or NOC environments. Strong troubleshooting skills in IT/Networking, with appropriate escalation practices. Background in enterprise network support; CCNA certification or equivalent experience preferred, Windows OS and server support. Familiarity with ITIL service environments and SLA adherence. Excellent communication and customer service skills. Eligible for Security Clearance. If you are looking for an exciting new challenge to join a leading support team with opportunities to develop and progress further, please apply now. Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law. Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers. By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.
08/09/2025
Full time
24/7 NOC Engineer Akkodis are currently working in partnership with a market leading service provider to recruit NOC Engineer to join their 24/7 support team in Belfast. Please note you must be eligible to gain security clearance and happy to work on a rotational shift pattern. The Role As NOC Engineer you'll be part of a 24/7 shift team supporting critical infrastructure and resolving network/IT incidents with precision and professionalism. You'll collaborate closely with Network Engineering and Service Delivery teams to ensure high-quality service delivery across a vital client base. The Responsibilities Act as the first point of escalation for customer calls. Log and manage faults/service requests via Remedy, resolving over 95% at first touch. Work within strict SLAs to ensure timely resolutions. Maintain accurate shift handovers and keep support tickets up to date. Keep customers informed throughout the fault lifecycle. Configure and troubleshoot Cisco, Juniper, and Adtran switches, routers, DSLAMs, modems and other IT Systems. Manage circuit faults across ADSL, SDSL, Ethernet, NGA, MPF, and SMPF. Liaise with third-party engineers and suppliers to resolve issues. Support field engineers with remote configurations and link checks. Monitor network health using SolarWinds. The Requirements Proven experience in IT Helpdesk or NOC environments. Strong troubleshooting skills in IT/Networking, with appropriate escalation practices. Background in enterprise network support; CCNA certification or equivalent experience preferred, Windows OS and server support. Familiarity with ITIL service environments and SLA adherence. Excellent communication and customer service skills. Eligible for Security Clearance. If you are looking for an exciting new challenge to join a leading support team with opportunities to develop and progress further, please apply now. Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law. Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers. By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.
Security Systems Remote Technical Support Engineer - Belfast (Office Based) Location: Belfast Office Salary: £30,000 Hours: 4 on / 4 off shift pattern (2 days, 2 nights - 6am-6pm / 6pm-6am) Contract: Full-time, 100% office-based We are seeking a Security Systems Remote Technical Support Engineer to join our Belfast-based team. This is a fantastic opportunity for an experienced fire and security professional to move into a technical support role, providing high-quality remote assistance to engineers and customers while working closely with customer service and scheduling teams. Key Responsibilities: Provide technical support and troubleshooting to both engineers and end users across fire and security systems. Use remote diagnostic tools and telephone support to resolve issues, reducing the need for field engineer callouts. Prioritise workload to ensure contractual deadlines are met. Handle customer calls with professionalism, meeting internal service standards. Support the Service Scheduling team when required. Deliver accurate, timely information to engineers and customers. Essential Requirements: Minimum 3 years' experience across multiple disciplines (Intruder, CCTV, Access Control, Fire). Strong customer focus and excellent telephone manner. Team player with strong interpersonal and communication skills. Ability to prioritise and manage workloads effectively. General fire systems knowledge with Network/IP-based product experience. Desirable Skills: Knowledge of UDL software across Galaxy, ATS, Intruder Panels. Experience with Cash4Windows. Exposure to enterprise-level networked CCTV systems (e.g., Cathexis). Remote programming experience for enterprise-level access control systems. Why Apply? Competitive salary with structured shifts. Office-based role with opportunities to develop technical expertise. Flexible working requests considered from day one. If you're an experienced fire and security engineer with strong technical knowledge and excellent communication skills, this is a great opportunity to step into a support-focused role with career progression potential.
08/09/2025
Full time
Security Systems Remote Technical Support Engineer - Belfast (Office Based) Location: Belfast Office Salary: £30,000 Hours: 4 on / 4 off shift pattern (2 days, 2 nights - 6am-6pm / 6pm-6am) Contract: Full-time, 100% office-based We are seeking a Security Systems Remote Technical Support Engineer to join our Belfast-based team. This is a fantastic opportunity for an experienced fire and security professional to move into a technical support role, providing high-quality remote assistance to engineers and customers while working closely with customer service and scheduling teams. Key Responsibilities: Provide technical support and troubleshooting to both engineers and end users across fire and security systems. Use remote diagnostic tools and telephone support to resolve issues, reducing the need for field engineer callouts. Prioritise workload to ensure contractual deadlines are met. Handle customer calls with professionalism, meeting internal service standards. Support the Service Scheduling team when required. Deliver accurate, timely information to engineers and customers. Essential Requirements: Minimum 3 years' experience across multiple disciplines (Intruder, CCTV, Access Control, Fire). Strong customer focus and excellent telephone manner. Team player with strong interpersonal and communication skills. Ability to prioritise and manage workloads effectively. General fire systems knowledge with Network/IP-based product experience. Desirable Skills: Knowledge of UDL software across Galaxy, ATS, Intruder Panels. Experience with Cash4Windows. Exposure to enterprise-level networked CCTV systems (e.g., Cathexis). Remote programming experience for enterprise-level access control systems. Why Apply? Competitive salary with structured shifts. Office-based role with opportunities to develop technical expertise. Flexible working requests considered from day one. If you're an experienced fire and security engineer with strong technical knowledge and excellent communication skills, this is a great opportunity to step into a support-focused role with career progression potential.
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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 JBRP1_UKTJ
07/09/2025
Full time
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 JBRP1_UKTJ
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