Role Overview

Sodexo is seeking a Service Desk Lead to provide technical support of the technologies our food and beverage operators and customers use.

Remote role with the preferred candidate residing in the Eastern or Central Time Zones

What You'll Do

• Provide Subject Matter Expert level technical support to site operations and end users
• Serve as an escalation point for 1st level Service Desk technicians
• Handle resolution of complex issues that require a higher level of expertise.
• Provide active guidance, training and knowledge transfer for 1st level teams
• May be accountable for escalation and coordination of incidents and requests outside of service desk.
• Ensure that end users receive prompt, efficient, and high-quality technical support.
• Ensure that support requests are handled in accordance with established Service Level Agreements (SLAs).
• Write, contribute and maintain knowledge base articles, troubleshooting guides, and documentation to improve self-service options for end users.
• Communicate effectively with end users to ensure that their needs are met and expectations are managed.

What We Offer

Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:

• Medical, Dental, Vision Care and Wellness Programs
• 401(k) Plan with Matching Contributions
• Paid Time Off and Company Holidays
• Career Growth Opportunities and Tuition Reimbursement

More extensive information is provided to new employees upon hire.

What You Bring

• Three years of service desk experience, preferably within the food and beverage industry
• Experience supporting POS systems, Kiosks and customer ordering applications
• Strong knowledge of IT service management tools and ticketing systems
• Excellent troubleshooting and problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Excellent communication skills, both written and verbal, with a focus on customer service.

Who We Are

At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.

Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you’re happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please complete this form.

Qualifications & Requirements

Minimum Education Requirement: Associate's degree or equivalent experienceMinimum Functional Experience: 2 years