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Lumilinks

Service Desk Lead

Remote in UK
Analytics · Machine Learning and AI · Data
We help organisations across the entire Data and AI journey, using intelligence to inform business success
Active
1 hour ago
Responds to
55% of requests
Responds in
over a week
Requests
5 pending

Skills & Experience

Job roles: Data Engineer, Customer Support
Experience level: Mid, Senior
Tech stack/tooling used: Snowflake, dbt, Airflow, AWS, Azure, Jira, Python, SQL
Core skills considered: Python, SQL, Snowflake, dbt, Jira

Logistics

Base salary: £50K - £70K
Employment type: Permanent
Remote working: Remote
Work from: Within United Kingdom
Visa sponsorship: Not available

Job Description

About Lumilinks

Lumilinks is a data platform company. We design, build, and run Snowflake-based data platforms for our customers - from raw data ingestion through to fully modelled, business-ready analytics and AI-ready data. Once a platform goes live, we don't disappear: our Managed Service keeps it running, evolving, and delivering value long after go-live.

The Role

We're creating a new Service Desk Lead role to take ownership of how we support our customers day to day. Up to now, support tickets have been handled by the same engineers who deliver our build projects. We're changing that: we're building a dedicated Service Desk, with you at the helm.

You'll be the first point of triage for every incident and service request that comes in, you'll work the more complex and urgent tickets yourself, and you'll build and lead a small team of engineers who handle the rest. This is a genuine hybrid role — part hands-on senior data engineer, part service desk manager — for someone who wants to own a function end-to-end rather than just be a cog in one.

You'll be joining at the ground floor of this function: the processes, the team, and the way we measure success are still being shaped, and you'll have real influence over how it all comes together.

What You'll Do

  • Triage everything: review and prioritise every incoming ticket, judging urgency and impact, and deciding who's best placed to work it — you or your team.

  • Get hands-on: personally resolve the trickiest and most time-critical issues across our Snowflake, dbt, Airbyte, Airflow and Terraform stack.

  • Build and lead your team: line-manage a group of junior data engineers — coaching them, developing their skills, and growing their ability to handle more on their own over time.

  • Own the SLA: keep your team on track against response and resolution targets, step in early when something's at risk, and manage escalations calmly when they happen.

  • Report on performance: give clear, regular visibility to management on how the service desk is performing —what's going well, what's not, and what needs to change.

  • Shape the way we work: help refine our ticketing process, our tooling, and the way we communicate with customers as the function matures.

What We're Looking For

You're a senior data engineer at heart who also loves the operational side of the job — the triage, the prioritisation, the calm-under-pressure decision making that keeps a support function running well.

  • Strong hands-on data engineering experience: with Snowflake, plus at least one of dbt, Airbyte, Airflow (or a similar orchestration tool), or Terraform— you can pick up a live issue and actually fix it.

  • Comfortable with dimensional modelling: familiarity with Kimball-style Facts and Dimensions is a real plus, as a good chunk of what you'll support sits in that layer.

  • Support or service desk background: you've worked in a production support, managed service, or service desk environment before, and you understand how incidents, service requests, and SLAs fit together.

  • A natural sense of priority: you can look at a pile of tickets and quickly work out what actually matters, even with incomplete information.

  • People leadership, or the readiness for it: you've either managed a small team before, or you're clearly ready to — coaching, running 1:1s, and helping others grow.

  • Clear communicator: you can translate what's happening technically into something a non-technical manager or customer can understand.

  • Jira / JSM experience: or equivalent ticketing tool experience.

Nice to Have

  • Experience supporting a Snowflake platform specifically, rather than a generic data stack.

  • Exposure to data contracts or data-quality SLA frameworks.

  • Experience setting up or improving a support/service desk function from scratch.

  • Familiarity with data lineage/catalog tools such as DataHub.

Company Benefits


Interview Process

  1. Initial screening interview (30 mins)
  2. Live technical assessment (1 hour)
  3. Cultural fit interview (30 mins)
C
Operations Director
Active 1 hour ago
Service Desk Lead at Lumilinks
Message Charlie Robertson  ·  Typically responds within weeks

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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