Associate Lead - Service Desk

Job description

JOB DESCRIPTION Associate Team Lead – Service Desk The Big Picture Sysco LABS is the captive innovation arm of Sysco Corporation (NYSE: SYY), the world’s largest foodservice company. Sysco is a Fortune 500 company and 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 75,000 colleagues, the company operates 337 distribution facilities worldwide and serves approximately 730,000 customer locations. For fiscal year 2024 that ended July 1, 2025, the company generated sales of more than $81.4 billion . Operating with the agility and tenacity of a tech–startup, powered by the expertise of the industry leader, Sysco LABS is perfectly poised to transform one of the world’s largest industries. Sysco LABS’ engineering teams based out of Colombo, Sri Lanka and Austin and Houston, TX, innovate across the entire food service journey – from the enterprise grade technology that enables Sysco’s business, to the technology that revolutionizes the way that Sysco connects with restaurants and the technology that shapes the way those restaurants connect with customers. Sysco LABS technology is present in the sourcing of food products, merchandising, storage and warehouse operations, order placement and pricing algorithms, the delivery of food and supplies to Sysco’s global network, the in-restaurant dining experience of the end-customer and much more. T he Opportunity We are currently on the lookout for an Associate Team Lead – Service Desk, who can serve as a senior point of contact within the Service Desk, handling advanced processes and procedures . The right candidate will be tasked with p rovid ing advanced level 1 support including escalation support and administrative support for the Service Desk team during after-hours shifts or when Team Leads are not available. Responsibilities: Addresses complex or advanced incidents referred by S ervice D esk A nalysts I , which may include detailed research, collaboration with support team leaderships, and using remote desktop access for troubleshooting. Reassigns tickets as appropriate to the next level support team(s) Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation and handling customers with a consummately professional attitude Tak e s responsibility for case ownership through the engagement of other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete Escalates requests received by Service Desk personnel to the appropriate levels of leadership for various support teams following established escalation criteria and processes, following up until the incident is resolved to the user’s satisfaction Works shift patterns as assigned to support associates and internal customers 24x7x365 Provides support to Service Desk staff during after-hours shifts or when Team Leads are not available to assist with handling escalated calls, call spike scenarios, and additional duties as required to support daily operations Act s as a mentor and trainer for junior associates by creating and presenting training on products and services. Create advanced knowledge articles to support First Call Resolution of requests and incidents within the Service Desk Requirements : 4 years of college or equivalent experience a plus but not required Demonstrates advanced knowledge of IT technologies, cloud architecture and supporting tools IT Service Management (ITSMv3) or ITIL Certification preferred AWS , Azure certifications a plus but not required Microsoft Certified Systems Engineer (MSCE) Certification a plus but not required Proficient with Microsoft Office365 tools CompTIA A+ Certification preferred Minimum of 3 Year s of experience in Service Desk or similar environment Has a track record of consistently shown ing advanced e xperience with ServiceNow ITSM usage and workflows Capable of providing e xceptional customer support and interpersonal skills Excellent Written and Verbal Communication; Superior telephone etiquette Bilingual – English and French/Spanish a plus Ha s strong interpersonal skills including taking the initiative, problem analysis, attention to detail and sound judgment when making decisions Must possess the a bility to multi-task and open to assigned flexible hours and on-call rotation Experience creating and presenting Service Desk training objectives Is able to resolve advanced technical issues , gather logs, and conduct system checks Must be able to remotely control user PCs and perform basic technical troubleshooting using remote desktop access Is able to communicate resolutions using business terminology to engineers while presenting business impacts to leadership Ha s extensive working knowledge of all hardware/software concepts, including all supported Microsoft and network management tools Must have a high p rofessionalism and inclusiveness within a team environment while working with all levels Is able to perform advanced troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed Experience with Bomgar is a plus Benefits: US dollar-linked compensation Performance-based annual bonus Performance rewards and recognition Agile Benefits - special allowances for Health, Wellness & Academic purposes Paid birthday leave Team engagement allowance Comprehensive Health & Life Insurance Cover - extendable to parents and in-laws Overseas travel opportunities and exposure to client environments Hybrid work arrangement Sysco LABS is an Equal Opportunity Employer.