Overview

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 drive operational excellence, team development, and service performance in a hybrid role that blends hands-on technical work 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.

Responsibilities

• 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 operational KPIs and targets are met, and identify initiatives to drive continual service improvement
• Manage incidents from customers and LIMA’s cloud environment on a priority basis and provide high levels of professionalism and skill to resolve issues efficiently and accurately
• Provide a knowledgeable point of technical escalation for the Modern Workplace practice
• Assist Customer Success Managers with guidance on breaking down technical issues into clear communications for non-technical parties
• Ensure customers and involved parties are updated on incident progress via phone or ConnectWise Manage 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 in 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 non-technical level

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

Benefits and terms

• Time to relax with 25 days' holiday (pro rata for part-time employees), plus bank holidays. You can 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
• Medicash healthcare cashback from day one; after two years of service, option to join our private medical scheme
• Ongoing training and development opportunities
• Enhanced maternity, paternity, and adoption pay after two years of service
• Confidential counselling and support services
• Salary sacrifice schemes for retirement savings or purchasing an electric car or bike
• Team-building activities and events
• AO Arena membership benefits

Salary: 45,000 - 50,000

Hours: 40 per week