IT Service Desk Manager

Lime is the world's largest shared electric vehicle company. We’re on a mission to build a future where transportation is shared, affordable and carbon-free. Our electric bikes and scooters have powered 700+ million rides in 250+ cities on 5 continents, replacing an estimated 150+ million car trips. Named a Time 100 Most Influential Company and Fast Company Brand That Matters, Lime continues to set the pace for shared micromobility globally.

What You'll Do:

• Maintain existing IT processes, procedures, and trainings, while developing consistent support experiences for Lime employees
• Creating and documenting new self-service and supported workflows in our knowledge base/help center
• Troubleshoot and communicate basic, routine, and advanced technical solutions, training the service desk team to escalate clearly and concisely, when required
• Define the Service Desk team’s non-support strategy and roadmap. Act as the customer to partner teams, clearly articulating requirements for technical solutions.
• Define the knowledge management strategy for our knowledge base with high quality, up-to-date, and searchable content for employees of varying skill levels
• Provide relevant coaching, training and support while championing a self-service culture
• Track daily, weekly and monthly metrics to better understand how our employees interact with IT services, with the goal of exceeding expectations in team performance
• Build strong relationships with cross-functional teams and stakeholders to enable effective strategies for Help Desk optimization and automation
• Oversee relevant software licensing agreements, managing to budget appropriately

About You:

• 5+ years experience in a Senior, Lead or Managerial role within IT Support/ global operations
• Working knowledge of relevant cloud software such as Okta, Google Workspaces, Zoom, Slack, JAMF, Jira Service Desk, Zendesk, and additional core systems
• Experience defining regulatory controls and/or working within a regulated environment (SOX, ISO, GDPR, etc)
• Experience supporting project phases for service transition as a part of change management
• Ability to work with ambiguity in a fast-paced environment
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to Help Desk
• Strong leadership ability and enthusiasm for the work ahead

The anticipated salary range for this position is $81,000 - $149,000. Annual performance bonus, equity and benefits may be provided as part of the compensation package, depending on the position offered. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the candidate’s location of residence, the successful candidate's skills, experience and other qualifications. In addition to base salary, some roles may be eligible for a variable performance-bonus based on a combination of company performance, employee performance, and management discretion.

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Why Lime? 

When you join Lime, you join a global community of smart, caring, talented individuals working together to deliver world-changing results; striving to create an experience that enables Limers to do their best work. Here are some ways we support and invest in our team: 

Competitive salaries, performance-based annual bonus and pre-IPO equity

Health and wellness offerings for all team members starting day one including access to top-tier fitness and mindfulness apps

Flexible vacation policies with ample paid holidays tailored to country of residence

Fully-paid leave following the birth or adoption of a child and financial, medical and educational support for Limers pursuing parenthood

Support for retirement and financial goals with unlimited access to financial advisors

Unlimited, complimentary use of our vehicles in hundreds of cities around the world

Professional growth opportunities through quarterly learning days and top-tier tools

Opportunities to connect across teams and locations to network, socialize and volunteer

Culture of belonging with Employee Resource Groups that engage and promote cultural awareness and DEI training across all functions

Consistent recognition of great work through meaningful rewards and career advancements

Benefits and perks vary depending on the nature of your employment and country of residence. Terms and conditions may apply.

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.

Lime is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and globally diverse team – which includes individuals with different backgrounds, abilities, identities and experiences. Applicants who require a reasonable accommodation for any part of the application or hiring process can email [email protected] for assistance. 

Use of artificial intelligence or an LLM such as ChatGPT during the interview process will be grounds for rejection of your application.

Lime will consider employment for qualified applicants with arrest and conviction records, pursuant to the San Francisco Fair Chance Ordinance, Los Angeles County Fair Chance Ordinance for Employers, the City of Los Angeles Fair Chance Initiative, the California Fair Chance Act, and other applicable law. When reviewing an applicant's criminal history, Lime will consider all of the material duties listed above to determine if there is an adverse and negative relationship between any criminal history and the ability to perform the material duties of the job.