Modern Workplace Team Leader

We are 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 non-technical 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.