Company: US1631 Bellissimo Distribution, LLC - Greco Corporate Sales Territory: None Zip Code: 91761 Travel Percentage: 0 Compensation Range: $104,600.00 - $156,900.00 The 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.com Brief 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. Sysco is the global leader in selling, marketing and distributing food products to restaurants, healthcare and educational facilities, lodging establishments and other customers who prepare meals away from home. Its family of products also includes equipment and supplies for the foodservice and hospitality industries. With more than 71,000 colleagues, the company operates 333 distribution facilities worldwide and serves approximately 700,000 customer locations. For fiscal year 2022 that ended July 2, 2022, the company generated sales of more than $68 billion. Information about our Sustainability program, including Sysco’s 2022 Sustainability Report and 2022 Diversity, Equity & Inclusion Report, can be found at www.sysco.com.