Associate Team Lead – Service Desk at Sysco LABS, Sri Lanka

Role Overview

As an Associate Team Lead in the Service Desk at Sysco LABS in Sri Lanka, you will play a crucial role in ensuring the smooth operation of IT support services. This position requires a blend of technical expertise, leadership skills, and a strong commitment to customer service. You will be responsible for handling advanced incidents, providing escalation support, and assisting the Team Lead in managing the Service Desk team. Your ability to troubleshoot complex issues, mentor junior analysts, and maintain a positive customer experience will be essential to your success.

A Day in the Life

Here's a glimpse into what a typical day might look like for an Associate Team Lead – Service Desk:

1. Morning Briefing: Start the day with a team briefing to discuss priorities, ongoing issues, and any updates from the previous shift.
2. Incident Management: Address complex or advanced incidents referred by Service Desk Analysts. This involves detailed research, collaboration with other support teams, and using remote desktop access for troubleshooting.
3. Escalation Support: Provide escalation support during after-hours shifts or when the Team Lead is unavailable, ensuring timely resolution or escalation of critical issues.
4. Team Mentoring: Assist the Team Lead in mentoring and training new Service Desk Analysts, helping them develop their technical and customer service skills.
5. Knowledge Base Development: Contribute to the development and maintenance of knowledge base articles and standard operating procedures to improve service delivery.
6. Performance Monitoring: Monitor service desk performance and identify areas for improvement, ensuring adherence to service level agreements (SLAs).
7. Customer Interaction: Create a positive customer support experience by building strong relationships, ensuring timely resolution or escalation of issues, and handling customers with a professional attitude.
8. Collaboration: Collaborate with other IT teams to resolve complex technical issues and participate in service desk projects and initiatives.
9. Reporting: Provide regular updates to the Team Lead on team performance, any issues or challenges, and progress on ongoing projects.

Why Colombo, Sri Lanka?

Colombo, the bustling capital of Sri Lanka, offers a unique blend of cultural richness, modern amenities, and a thriving IT industry. Working at Sysco LABS in Colombo provides an opportunity to:

• Advance Your Career: Gain valuable experience in a dynamic and growing IT hub.
• Enjoy a High Quality of Life: Experience a lower cost of living compared to many Western countries, allowing for a comfortable lifestyle.
• Immerse Yourself in Culture: Explore the rich history, diverse cuisine, and beautiful landscapes of Sri Lanka.
• Work in a Collaborative Environment: Join a team of talented professionals dedicated to innovation and excellence.

Career Path

The Associate Team Lead – Service Desk role offers a clear career path within Sysco LABS. Potential advancement opportunities include:

• Team Lead – Service Desk: Manage a team of Service Desk Analysts, overseeing day-to-day operations and ensuring service quality.
• Service Desk Manager: Lead the entire Service Desk department, developing and implementing strategies to improve service delivery and customer satisfaction.
• IT Operations Manager: Oversee various IT operations functions, including service desk, network operations, and infrastructure management.
• Project Manager: Lead IT projects, ensuring they are completed on time, within budget, and to the required standards.

Salary and Benefits

Sysco LABS offers a competitive salary and benefits package for the Associate Team Lead – Service Desk position. While the specific salary may vary based on experience and qualifications, a general estimate for this role in Colombo, Sri Lanka, ranges from $45,000 to $65,000 USD per year. In addition to salary, Sysco LABS provides a comprehensive benefits package, including:

• Health insurance (medical, dental, vision)
• Paid time off (vacation, sick leave)
• Retirement savings plan (401k) with company match
• Life insurance
• Disability insurance
• Employee assistance program (EAP)
• Employee discounts on Sysco products and services
• Performance-based bonus program
• Training and development programs
• Flexible work arrangements (if applicable)
• Opportunities for advancement within the company

Sysco Culture

Sysco is committed to fostering a diverse and inclusive workplace where all employees feel valued and respected. The company promotes a culture of:

• Integrity: Conducting business with honesty and ethical behavior.
• Excellence: Striving for the highest standards in everything we do.
• Teamwork: Working together to achieve common goals.
• Customer Focus: Putting the needs of our customers first.
• Innovation: Embracing new ideas and technologies to improve our business.

How to Apply

If you are a motivated and skilled IT professional with a passion for customer service and team leadership, we encourage you to apply for the Associate Team Lead – Service Desk position at Sysco LABS in Sri Lanka. To apply, please follow these steps:

1. Visit the Sysco Careers website.
2. Search for the Associate Team Lead – Service Desk position in Colombo, Sri Lanka.
3. Review the job description and requirements.
4. Submit your application online, including your resume and cover letter.
5. Highlight your relevant experience and skills in your application materials.

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of an Associate Team Lead – Service Desk?
   The key responsibilities include handling advanced incidents, providing escalation support, mentoring junior analysts, and ensuring a positive customer experience.
2. What qualifications are required for this role?
   A bachelor's degree in IT or a related field is preferred, along with 3-5 years of experience in a service desk environment and proven leadership experience.
3. What is the salary range for this position?
   The estimated salary range for this position in Colombo, Sri Lanka, is $45,000 to $65,000 USD per year.
4. What benefits does Sysco LABS offer?
   Sysco LABS offers a comprehensive benefits package, including health insurance, paid time off, retirement savings plan, and more.
5. What is the work environment like at Sysco LABS?
   Sysco LABS promotes a collaborative and supportive work environment with opportunities for professional development and growth.
6. How can I apply for this position?
   Visit the Sysco Careers website, search for the Associate Team Lead – Service Desk position in Colombo, Sri Lanka, and submit your application online.
7. What is the career path for this role?
   Potential advancement opportunities include Team Lead – Service Desk, Service Desk Manager, IT Operations Manager, and Project Manager.
8. What skills are essential for success in this role?
   Essential skills include technical expertise, leadership skills, customer service skills, and the ability to troubleshoot complex issues.
9. What is the Sysco culture like?
   Sysco is committed to fostering a diverse and inclusive workplace with a culture of integrity, excellence, teamwork, customer focus, and innovation.
10. What opportunities are there for training and development?
    Sysco LABS offers training and development programs to help employees enhance their skills and advance their careers.