At a Glance
- Tasks: Lead and mentor a dynamic team of engineers, ensuring top-notch customer support.
- Company: Join LIMA, a Great Place to Work™ with a focus on people and innovation.
- Benefits: Enjoy competitive salaries, professional development, and wellbeing support.
- Other info: Be part of a supportive team with excellent growth opportunities.
- Why this job: Make a real impact by fostering a positive culture and driving proactive solutions.
- Qualifications: Leadership experience and a solid understanding of infrastructure and networking.
The predicted salary is between 45000 - 55000 £ per year.
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 2 nd /3 rd 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
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
- 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.
Service Desk Team Leader employer: LIMA
LIMA in Salford is an excellent employer, offering a dynamic work environment where leadership and innovation thrive. With a strong focus on professional development and a comprehensive benefits package, employees are empowered to grow their skills while contributing to a high-performance culture that prioritises exceptional customer support.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LIMA. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LIMA before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LIMA:Your cover letter is your chance to shine! Tell us why you want to work at LIMA specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LIMA!
How to prepare for a job interview at LIMA
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
