Key Notes
Lime’s London service-desk specialist handles complex incidents and follow-the-sun support handovers across EMEA, the Americas and APAC. The hybrid post supports employee technology and develops automation and AI-assisted self-service. Relevant expertise includes five or more years in global IT support. Around 25% travel and shared on-call coverage, including occasional evenings, weekends and holidays, form part of the working pattern.
What You'll Work On
- Oversee Lime’s global IT support queue, triage tickets, resolve complex requests and lead incident response across follow-the-sun handovers.
- Support macOS, Windows, mobile devices, audiovisual equipment, printers and networks for Lime employees working remotely and on site.
- Analyse recurring support issues and build workflow, automation, AI-assisted guidance and self-service improvements that reduce repeat demand.
- Mentor junior service-desk colleagues and maintain technical documentation, escalation paths and consistent customer-interaction standards across the global support team.
- Participate in the shared on-call rotation, responding to production incidents, outages and critical alerts and documenting root-cause improvements.
Why This Role Matters
- Lime’s globally distributed workforce needs support across time zones; queue ownership, complex-incident escalation and follow-the-sun handovers provide a coordinated route to restore employee technology services.
- Repeated support issues consume service-desk capacity; root-cause analysis, workflow automation and AI-assisted self-service address recurring demand while documenting improvements for the wider team.
What They Are Looking For
- Experience: Relevant experience includes at least five years in IT support within fast-moving, globally distributed teams.
- Technical: Hands-on macOS and Windows support and device-management experience, for example Jamf or Intune, are sought.
- Technical: Proficiency in ticketing, identity and collaboration tools, such as Jira, Okta, Google Workspace and Slack, is sought.
- Experience: Workflow automation and ownership of support systems or processes beyond individual ticket resolution are sought.
- Preferred: Scripting or API integration, Agile or Kanban, IT asset management, and security or compliance exposure are sought under Preferred Experience.