Senior IT Support Analyst, Lime

• 5+ years of IT support experience in fast paced, dynamic environments, working as part of a globally distributed IT team
• Strong hands-on experience supporting MacOS and Windows, with experience using device management tools (e.g. Jamf, Intune)
• Proficient in enterprise tools including ticketing systems, identity and access tools, and productivity/collaboration platforms (e.g. Jira, Okta, Google Workspace, Slack)
• Experience improving and automating support workflows, reducing manual effort, and owning systems or processes beyond resolving individual tickets
• Proven ability to work well under pressure, manage conflicting priorities, and drive process improvements for a globally distributed workforce
• Outstanding communication and interpersonal skills, capable of translating technical issues for non-technical users and leading by example
• Ability to work onsite and travel (~25%) and as needed
• If you want to make an impact, Lime is the place for you. Not sure if you meet all the qualifications? If this role excites you we encourage you to apply. Explore all opportunities on our career page

Desirable

• Lime is seeking an experienced Senior IT Service Desk Analyst based in London to join our global IT Service Desk team
• In this role, you’ll play a vital part in ensuring Lime’s workforce globally have a seamless and reliable technology experience, whether they’re remote or onsite
• This includes overseeing the support queue, prioritizing requests, creating and maintaining documentation, and actively resolving end user requests
• In addition to day-to-day support, this Senior role is an escalation point to other team members, helping resolve complex issues, leading incident responses, and setting an example for customer interactions
• The ideal candidate is a helper and an enabler, they find solutions to problems that have yet to be reported
• They are a true partner who can work as part of a team while independently managing a workload of operational and project-driven responsibilities
• They find and drive improvements in how our team works while providing technical guidance to both customers and team members
• This role is a critical part of serving as a key contributor and regional point of contact for our Americas region, while working in close coordination with global IT teammates to deliver a cohesive support experience across time zones
• Take ownership of IT support delivery, ensuring a high quality employee experience while contributing to a globally consistent and unified support model with seamless follow-the-sun handoffs across EMEA, Americas, and APAC
• Oversee the support queue, triaging and resolving tickets while maintaining a high standard of service delivery, acting as an escalation point for complex issues, and leading incident response
• Deliver high touch support across a variety of systems and infrastructure, including MacOS, Windows, mobile, AV, printers, and networking
• Analyze support trends and recurring issues to identify root causes, then propose and build improvements in tooling, workflows, automation, and self-service to reduce future ticket demand
• Contribute to automation and AI-assisted support experiences, including building and improving workflows, defining context-aware guidance and escalation paths, and helping shift repeatable work toward self-service
• Partner with cross functional teams to troubleshoot broader issues and drive scalable improvements across our environment
• Mentor and support junior team members, sharing knowledge and driving improvements in technical, automation, and customer service skills
• Maintain strong relationships with customers and stakeholders through clear communication, proactive follow ups, and a focus on customer satisfaction
• Participate in the team's on-call rotation, responding to incidents, troubleshooting issues, and contributing to root cause analysis and service reliability improvements
• Respond to and troubleshoot production issues, outages, and critical alerts during assigned on-call shifts
• Escalate incidents as needed and collaborate with team members to restore service
• Document issues and contribute to improvements that reduce recurring incidents
• Be available to provide occasional after-hours, weekend, and holiday support while on call