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 …