Senior Team Lead, Service Desk

Company: US1631 Bellissimo Distribution, LLC - Greco CorporateZip Code:91761Minimum Years of Experience:7 YearsEmployment Type:Full TimeTravel Percentage: 0Compensation Range:$104,600.00 - $156,900.00The compensation range provided is in compliance with state specific laws. Factors that may be used to determine your actual rate of pay include your specific skills, years of experience and other factors.BENEFITS INFORMATION:For information on Sysco's Benefits, please visit https://SyscoBenefits.comBrief description:Serve as the Sr. Team Lead to a team of Service Desk Level 1 Associates including performance management, management liaison, special project liaison, ITSM ticket tool Knowledge Management, new hire and advanced staff training, annual performance management via CMP, and other duties as assigned. Develop and lead a team of people with a focus on skills and deliverables. Oversee and take accountability for team's actions, providing day-to-day hands-on direction. Engage directly with customers to ensure delivery of a high-quality, robust, and scalable product on a regular basis.Description of Responsibilities:

Provide leadership for the daily operations of the service desk and assigned team's performance including schedule adherence, operational metrics, and individual performance metrics

Analyze team's performance to identify problem areas, non-compliance to team guidelines, and training opportunities on an individual basis including regular coaching, one-on-one training, and performance improvement plans.

Regularly review team's ticket and call quality audits to ensure standards of quality are met routinely

Actively participate in team training sessions for new hires, refresher training, and new technology deployments

Collaborate with functional leads in the development and maintenance of department processes, knowledge management, and quality assurance to deliver solutions aimed at continuous improvement

Coordinate with Service Desk Manager and STO leads to ensure Service Desk team is aligned with current ITSM processes, and maintain documented team processes on Sharepoint and Confluence

Assist manager with finance related reporting, purchase requests, purchase orders, and other team management tasks as assigned

Point of contact for escalations as needed for unresolved incidents or irate callers.

Serve as the Service Desk Global liaison

Work closely with all ST (Sysco Technology) teams to ensure continued improvements and knowledge growth including new technology rollouts, identification of new L1 resolvable issues, and improvements to the overall incident process

Assists in special projects as assigned.

Perform additional duties as required.

Provide mentoring and coaching for other Team Leads as needed.

Maintains an analytical perspective during a crisis and supports crisis resolution.

Holds self and others accountable for measurable high-quality, timely, and cost-effective results.

Takes ownership of and is accountable for one or more complex products, features, components, or solutions and associated performance metrics.

Ensures team level decisions align with priorities and strategic agenda for project/product.

Leverages budget and other financial information to support staffing and business planning efforts.

Identifies risks and their potential outcomes and proposes possible solutions to meet business objectives.

Fosters an inclusive workplace where diversity and individual differences are valued.

Participate in process analysis to determine areas of improvement using Lean and Agile methodologies.

Presents results and/or demos with appropriate complexity for different audiences.

Educational requirements:

5+ Years of experience in Service Desk or similar environment

4 years of college or equivalent experience is preferred

3+ years' experience as a Service Desk Team Lead

Specialized skills in specific areas of support

IT Service Management (ITSMv3) Certification preferred

Microsoft Certified Systems Engineer (MSCE) Certification is a plus

Proficient with the Microsoft Office

Skills and Experience:

Proven leadership, negotiating and conflict resolution skills

Exceptional customer support and interpersonal skills

Excellent Written and Verbal Communication (with a focus on listening); Superior telephone etiquette

Bilingual - English and French a plus

Requires strong interpersonal skills including initiative, problem analysis, attention to detail and sound judgment when making decisions

Business Process Management experience

Ability to multi-task and open to assigned flexible hours and on-call rotation

Successfully completes required Service Desk training objectives

Ability to resolve technical issues and conduct system checks

Ability to communicate resolutions using business terminology

Requires extensive working knowledge of all hardware/software concepts, including all supported Microsoft Project and network management tools

Ability to exhibit professionalism in team environment while working with all levels

Ability to perform basic troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed

OVERVIEW:Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations.We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We're looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.AFFIRMATIVE ACTION STATEMENT:Applicants must be currently authorized to work in the United States.We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.