Modern Workplace Team Leader

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Join to apply for the Modern Workplace Team Leader role at LIMA

This range is provided by LIMA. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

We're looking for a passionate and experienced Modern Workplace Team Leader to guide our team of 2nd and 3rd line engineers in delivering best-in-class support and innovative workplace solutions to our customers.

You’ll play a pivotal role in driving operational excellence, team development, and service performance. This is a hybrid role blending hands-on technical expertise with strategic leadership.

This role follows a 07:00 – 19:00 shift pattern, with on-site days at our Salford Quays office from Monday to Wednesday and the flexibility of working from home on Thursdays and Fridays.

You’ll be responsible for:

Lead, mentor, and develop a team of Modern Workplace Engineers, fostering a high-performance and customer-focused culture
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
Support the Service Delivery Lead in ensuring that operational KPIs and statistics are within the agreed targets, and initiatives are identified to drive continual service improvement
Manage incidents from customers and LIMA’s cloud environment on a priority basis and provide the highest standards of professionalism and skill, to resolve customer issues efficiently and accurately
Provide a knowledgeable point of technical escalation with the Modern Workplace practice
Assist our Customer Success Managers, who are aligned with our customers and offer guidance on breaking down technical issues into clear communications for non-technical parties
Ensure customers and involved parties are updated with their incident progress either by phone or by using ConnectWise Manage (Our service desk ITSM application) on time in alignment with SLAs
Drive continual service improvement, by analysing trends and team metrics and removing service bottlenecks.

About you:

Demonstrated leadership abilities, with a track record of motivating and developing high-performing teams
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
Up to date technical accreditations or demonstrable experience in supporting or troubleshooting Modern Workplace solutions, Azure, Citrix and the Microsoft stack
Strong experience in identifying and delivering continuous service improvements
A good communicator at a technical and nontechnical level

It would be advantageous to hold technical accreditations in Azure/Microsoft stack, alongside being ITIL certified.

Joining our team comes with a range of benefits designed to enhance your work experience and well-being:

Time to relax with 25 days' holiday (pro rata for part-time employees), plus bank holidays. You will also have the option to buy or sell 5 days' leave each year
An additional paid day to celebrate your birthday with family and friends
Life assurance coverage at 4 times your annual salary
From day one, you’ll have access to Medicash, our healthcare cash-back plan, and after two continuous years of service, have the option to join our private medical scheme
Access to ongoing training and development opportunities to help you grow in your career
Enhanced maternity, paternity and adoption pay after two continuous years service
Confidential counselling and support services to help you navigate life's challenges
Salary sacrifice schemes to support you in saving for retirement or purchasing an electric car or bike
Engage with your colleagues through team-building activities and events.
Get prime view seats for the price of a standard ticket at the AO Arena, with guaranteed seats and access to a private bar.

REF-223 189

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Engineering and Customer Service
Industries
IT Services and IT Consulting

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