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Tech Stack
Tools & technologiesJamfMacOS
About the role
Key responsibilities & impact- Take ownership of IT support delivery, ensuring a high quality employee experience while contributing to a globally consistent and unified support model with seamless follow-the-sun handoffs across EMEA, Americas, and APAC.
- Oversee the support queue, triaging and resolving tickets while maintaining a high standard of service delivery, acting as an escalation point for complex issues, and leading incident response.
- Deliver high touch support across a variety of systems and infrastructure, including MacOS, Windows, mobile, AV, printers, and networking.
- Analyze support trends and recurring issues to identify root causes, then propose and build improvements in tooling, workflows, automation, and self-service to reduce future ticket demand.
- Contribute to automation and AI-assisted support experiences, including building and improving workflows, defining context-aware guidance and escalation paths, and helping shift repeatable work toward self-service.
- Partner with cross functional teams to troubleshoot broader issues and drive scalable improvements across our environment.
- Mentor and support junior team members, sharing knowledge and driving improvements in technical, automation, and customer service skills.
- Maintain strong relationships with customers and stakeholders through clear communication, proactive follow ups, and a focus on customer satisfaction.
- Participate in the team's on-call rotation, responding to incidents, troubleshooting issues, and contributing to root cause analysis and service reliability improvements.
Requirements
What you’ll need- 5+ years of IT support experience in fast paced, dynamic environments, working as part of a globally distributed IT team.
- Strong hands-on experience supporting MacOS and Windows, with experience using device management tools (e.g. Jamf, Intune).
- Proficient in enterprise tools including ticketing systems, identity and access tools, and productivity/collaboration platforms (e.g. Jira, Okta, Google Workspace, Slack).
- Experience improving and automating support workflows, reducing manual effort, and owning systems or processes beyond resolving individual tickets.
- Proven ability to work well under pressure, manage conflicting priorities, and drive process improvements for a globally distributed workforce.
- Outstanding communication and interpersonal skills, capable of translating technical issues for non-technical users and leading by example
- Ability to work onsite and travel (~25%) and as needed.
Benefits
Comp & perks- Lime is proud to be an Equal Opportunity Employer
- Dedicated to building and developing a team that reflects a wider range of backgrounds, abilities, identities, and experiences
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT SupportTicketing SystemsDevice Management ToolsSupport Workflow AutomationRoot Cause Analysis
Soft Skills
Interpersonal SkillsCustomer Satisfaction FocusMentoring