Team Lead – End User Technology

About Sysco LABS

Sysco LABS is the Global In-House Center of Sysco Corporation (NYSE: SYY), the world’s largest foodservice company. Sysco ranks 56th in the Fortune 500 list and is the global leader in the trillion-dollar foodservice industry.

Sysco employs over 75,000 associates, has 337 smart distribution facilities worldwide, and over 14,000 IoT-enabled trucks serving 730,000 customer locations. For fiscal year 2025 that ended June 29, 2025, the company generated sales of more than $81.4 billion.

Sysco LABS Sri Lanka delivers the technology that powers Sysco’s end-to-end operations. Everything we do at Sysco LABS supports Sysco’s Purpose of “Connecting the world to share food and care for one another”, and our work directly impacts millions of food consumers in a trillion-dollar, global industry.

For more information visit: www.syscolabs.lk

Scope:

Manage the Information Technology infrastructure within Sysco LABS Sri Lanka, to include internal and external stakeholders. This role is responsible for operating and scaling Nexthink across a global enterprise to proactively monitor, analyze, and improve end-user digital experience. This role combines advanced Windows endpoint troubleshooting, automation-driven remediation, and data-driven analytics to reduce friction, prevent incidents, and improve productivity. This role partners closely with Endpoint, Network, Identity, Security, Application and ITSM teams to translate telemetry into actionable insights and measurable outcomes.

Responsibilities:

• Build and operate the Nexthink platform at enterprise scale, including dashboards, investigations, campaigns, alerts, reporting, and platform governance.
• Analyze endpoint and user-experience telemetry to identify performance, stability, application, login, and network-related issues.
• Perform advanced Windows device troubleshooting and root cause analysis across OS, hardware, drivers, applications, policies, and updates.
• Design and implement automation and self-healing remediation, primarily using PowerShell, with additional scripting as needed.
• Correlate endpoint experience data with enterprise networking fundamentals (DNS, VPN, proxy, Wi-Fi, latency) and collaborate with Network teams.
• Integrate Nexthink with enterprise systems (ITSM, CMDB, endpoint management, identity platforms) using APIs and automation.
• Produce clear, actionable reporting and communicate findings to technical teams and leadership, translating data into business impact.
• Establish repeatable investigations, playbooks, and standards to improve operational maturity and scalability.
• Perform additional duties as required.

Requirements:

• 5+ years of experience in IT Support.
• Experience in advanced Windows endpoint troubleshooting in large, enterprise environment (OS internals, Drivers)
• Automation-first mindset with strong scripting skills (PowerShell required; Bash/Python a plus)
• Experience on Nexthink platform is considered an advantage. However, experience in similar tools (Microsoft Endpoint Management (Intune), Tanium, Systrack) will compensate even if Nexthink exposure is not available.
• Experience in Microsoft 365, Service Now and Confluence
• Experience in Forcepoint, Sentinel one, Zscaler, Netskope, CyberArk
  and Tanium would be an added advantage.
• Excellent analytical and problem-solving skills, including structured root cause analysis.
• Solid understanding of enterprise networking fundamentals and their impact on user experience.
• Experience with system integrations and data flows across IT platforms.
• Strong written and verbal communication skills, with the ability to explain complex data clearly.
• Collaborative, user-centric approach with a focus on continuous improvement and measurable outcomes
• Willing to work non-traditional hours.

Preferred Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent qualification.
• Relevant certifications such as CCNA, Microsoft Certified: Modern Desktop Administrator Associate, or Apple Certified Support Professional are a plus.
• ITIL Foundation certification will be an added advantage.  

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.