LIMA
Service Desk Team Leader
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About the Role
We are looking for a proven leader to join our growing team as we continue our shift toward a customer-centric, proactive, solution-driven, provider. We seek someone who is passionate about building a positive culture, delivering value-based outcomes for our customers, and directing technical teams away from a reactive approach. This is primarily a people leadership and service management role, focused on developing engineers, creating structure, maintaining service quality, and supporting the team through complex or high-pressure situations.
You will be responsible for leading and managing our Network and Infrastructure service desk teams to ensure the timely resolution of technical issues and exceptional customer support. This role requires technical credibility rather than deep hands-on ownership. A successful candidate should be able to provide direction during incidents, challenge diagnostic approaches, identify when escalation is required, and help engineers structure their thinking. They should be comfortable discussing infrastructure and networking issues at a practical level, while ensuring the right specialists remain accountable for technical resolution.
Day-to-Day Responsibilities
- Lead, mentor, and develop a team of 2nd/3rd line Network & Infrastructure engineers, fostering a high-performance and customer-focused culture.
- Remain forward-looking, seeking opportunity to streamline operations by shifting to proactive over reactive approaches to resolution.
- Encourage ownership, accountability, and workload prioritisation to allow your direct reports to bring blockers your way, when they truly require your input.
- Oversee day-to-day Service Desk operations within their remit including incident, request, and escalation management, ensuring adherence to SLAs, KPIs, and service standards, monitoring ticket queues for timely resolution, and acting as the escalation point for complex or high-priority issues.
- Create and support team development opportunities across the technical support area, ensuring the ability to grow and scale the function in line with LIMA’s growth plans.
- Be accountable for operational KPIs, service metrics, and operational performance data, ensuring they are within the agreed targets and initiatives are identified to drive continual service improvement.
- Support the Technical Services Manager in acting as a key stakeholder with Project Managers to ensure that service onboarding and transition management are completed efficiently and effectively, to ensure that service operations have all the required elements to take on and support the IT requirements of customers.
- Support the technical teams in documenting key processes for existing and new customers, in line with ITIL practices.
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Experience and Skills
- Provide calm, confident leadership during escalations, high-pressure incidents, customer dissatisfaction, or internal conflict.
- Act as a stabilising presence for the team, ensuring engineers feel supported while maintaining accountability for outcomes.
- The ability to handle difficult conversations with professionalism, empathy, and clarity.
- This role does not demand you to be the deepest technical specialist in the room, but you must have enough technical experience across infrastructure and networking environments to ask the right questions, guide diagnostic thinking, challenge assumptions, and ensure issues are being progressed effectively.
- Strong organisational and time management skills with the ability to multi-task, plan and prioritise workload.
- Excellent communication skills, with the ability to effectively interact with customers, colleagues, and stakeholders at all levels.
- Attention to detail when it comes to monitoring, reviewing, and documenting with internal and external stakeholders.
- Knowledge of ITIL best practices and experience with service desk management tools preferred.
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About LIMA
At LIMA, we help organisations achieve their ambitions through insight-led technology strategy and managed services that enhance resilience, drive performance, and support sustainable growth. But we know that our success is powered by our people.
We’re proud to be a Great Place to Work™ company for the second year running, and our team consistently tells us that the people are the best thing about working here. We recognise and reward the hard work of our colleagues with competitive salaries, professional development opportunities, wellbeing support, and a strong benefits package.
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