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Senior IT Support Analyst
Senior IT Service Desk Analyst (London)
Lime is seeking an experienced Senior IT Service Desk Analyst based in London to join our global IT Service Desk team.
As a global leader in micromobility, Lime is on a mission to build a future where transportation is shared, affordable, and carbon-free. Recognised as a Time Magazine 100 Most Influential Company, Lime has powered over one billion rides across nearly 30 countries worldwide, fostering a new era of sustainable transport alternatives.
In this role, you’ll be a critical component of ensuring Lime’s global workforce receives seamless and reliable technology support, whether operating remotely or onsite. Your key responsibilities will include managing the support queue, prioritising requests, creating/maintaining documentation, and resolving end-user issues while acting as an escalation point for teammates.
The ideal candidate will be a helper and enabler, shouldering responsibilities beyond typical support functions. They’ll proactively resolve issues before escalation occurs, partner effectively with cross-functional teams, and drive improvements to workflows—whether for technical operations, automation, or customer service.
Importantly, this is an opportunity to serve as a regional point of contact for the Americas, all while coordinating smoothly with global IT teams to maintain unified support standards.
This position offers a hybrid working model, blending remote flexibility with in-office attendance.
Key Responsibilities
- Take full ownership of IT support delivery, ensuring a high-quality employee experience while maintaining a coherent global support model under follow-the-sun coordination across EMEA, Americas (as regional lead), and APAC.
- Oversight of IT support operations, including:
- Triaging and resolving tickets with strict service standards
- Serving as an escalation point for complex issues and leading incident response
- Provide high-touch enterprise support across all platforms:
- macOS, Windows, mobile devices
- AV equipment, printers
- Network infrastructure
- Conduct data-driven improvements by analyzing support trends to:
- Identify root causes of recurring technical issues
- Develop and implement changes to workflows, automation, tooling, and self-service solutions that reduce long-term ticket load
- Drive automation and AI challenges in support to:
- Refine existing and build new AI/automation workflows
- Define context-aware escalation paths and guidance for users
- Shift repetitive tasks toward self-service
- Collaborate with cross-functional teams to:
- Troubleshoot environment-wide issues
- Implement scalable operational improvements
- Mentor junior teammates, sharing knowledge to foster growth in:
- Technical proficiency
- Automation frameworks
- Customer service excellence
- Maintain strong stakeholder relationships by:
- Communicating clearly
- Proactive follow-ups
- Upholding a customer-first culture at all times
- Participate in the on-call rotation, contributing to:
- Incident response
- Root cause analysis
- Service reliability improvements
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Requirements
- 5+ years’ experience in IT support within fast-paced, globally distributed teams
- Hands-on expertise supporting:
- macOS and Windows station environments
- Tools like Jamf or Intune (or similar device management platforms)
- Proficiency with enterprise support tools:
- Ticketing systems (e.g., Jira)
- Identity and access management (e.g., Okta)
- Collaboration productivity platforms (e.g., Google Workspace, Slack)
- Demonstrated ability to:
- Improve workflows by reducing manual effort
- Own systems or processes beyond individual ticket resolution
- Strong capacity to:
- Perform under pressure
- Balance conflicting priorities
- Drive scalable process improvements for a global remote workforce
- Polished communication skills with the ability to:
- Translate complex technical issues to non-technical audiences
- Lead by example in customer interactions
- Flexibility to work:
- Hybrid schedule (onsite/remote)
- Travel (~25%, or as required)
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Preferred Experience
- Technical automation experience, including:
- Scripting languages (e.g., Python, Bash) or APIs for operational tasks
- Familiarity with team-based project workflows like Agile or Kanban frameworks
- Understanding of IT asset management or inventory platforms
- Knowledge of IT security practices or compliance frameworks
Why Lime?
At Lime, we thrive on innovation and believe diverse perspectives are the key to unlocking our next breakthroughs. If you’re excited by this role’s potential to make an impact, no matter where you’re currently in your career—we encourage you to apply.
Lime is an Equal Opportunity Employer. We proudly celebrate a wide spectrum of backgrounds, abilities, and identities to foster greater innovation and success for all.
To request accommodation during the application process, please email recruiting-operations@li.me. Explore all opportunities on the careers page.
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