Senior Service Desk Analyst



Software Engineering, IT
San Francisco, CA, USA
Posted on Sunday, February 25, 2024
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 400+ million rides in 250+ cities on 5 continents, replacing an estimated 100+ million car trips. Named a Time 100 Most Influential Company and Fast Company Brand That Matters, we achieved a fully profitable year in 2022, becoming the first in our industry to reach this milestone.
Lime is hiring a Senior Analyst on the global service desk team to join our Digital Technology team! In this role, you will report into the Global Service Desk Manager. You will be part of the team that is the first point of contact for providing Global Support to Limes employees and partners.
We aren’t just looking for someone with great customer service skills but also someone who can get involved and lead projects and initiatives when needed. We are seeking a team player who wants to be part of a growing Digital Technology team.
The ideal candidate will have experience working in an evolving startup environment utilizing an enterprise ticketing system. You're energized about building and scaling IT solutions and being part of a forward-thinking organization and forward thinking digital technology team. You’ll be ready to quickly assess situations, troubleshoot complex problems and maintain focus under time constraints and changing priorities.
This position requires you to be onsite in the San Francisco HQ 2x a week. The ideal candidate must reside within a commutable distance from our HQ office.

What you’ll do:

  • Help oversee day to day service desk operations which include but are not limited to: onboarding and offboarding, Level 1 and Level 2 end user support, hardware provisioning/deprovisioning and software provisioning/deprovisioning while adhering to defined SLA’s
  • Provide mentorship and training to other team members/interns as required
  • Manage, maintain and create IT documentation
  • Lead IT project based initiatives under minimal guidance and supervision
  • Assist in the creation and development of IT policies and procedures

About you:

  • 5 + years experience in a dynamic support focused role
  • Experience with an enterprise ticketing systems: Zendesk, Jira, ServiceNow
  • Experience with Google Administration, Zoom and or Google Meet
  • Experience with documentation platforms such as: Confluence, IT Glue, Sharepoint etc
  • Experience with both MacOS and Windows
  • Bachelor's Degree focused in information technology
  • Experience working in a startup and or high growth environment
The anticipated salary range for this position is $67,000 to $11,6000. 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 successful candidate's skills, experience and other qualifications as well as the candidate's location of residence. In addition to base salary, some roles may be eligible for a variable bonus based on a combination of company performance, employee performance, and management discretion.
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.