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IT Support Team Lead
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Role Description:
**This role does not come with relocation assistance.**
**About the role**
The IT Support Team Leader is responsible for overseeing the daily operations of the IT support team, ensuring that technical support is provided efficiently and effectively to meet the needs of the organisation. This role involves managing a team of IT support technicians, coordinating support activities, and ensuring that all IT support requests are handled promptly and with high levels of customer satisfaction.
The IT Support Team Leader will also play a key role in mentoring team members, driving continuous improvement in support processes, and ensuring adherence to service level agreements (SLAs). This position requires strong leadership skills, excellent technical knowledge, and a customer-focused approach to problem-solving.
**What you’ll be doing**:
- Day to day management of one IT Support team which consists of both regular and senior team members.
- Understand the technical challenges faced by the team and provide guidance and effective problem resolution
- Maintain timely resolution around IT Ticketing backlog while prioritizing based on business needs. As an owner and user advocate of this backlog they want to ensure no employees feel forgotten.
- Build out and capture ticket reporting metrics (dashboards, etc...) for IT Service Leadership so they can better understand the challenges and opportunities faced by the support teams.
- Asset Management of Laptop / Desktop and peripherals.
- Set goals for the team and provide direction and guidance to ensure completion
- Be a coach not only for their own team but for other teams in the IT Support track. Succeed together.
- Share challenges and best practices with other Team Leads in Support
- Drive innovation within team scope and act as a product owner for these innovations
- A sense of ownership around the support provided by the team
- Willingness to constantly learn and take on new challenges
- Participate in on call rotation schedules
- This role may require to be on an on-call rotation
**What you will bring**:
- Multiple years of experience as a hands-on IT Support technician;- Experience managing teams; including prioritizing and planning;- Ability to manage a team that is spread across multiple locations and regions;- Ability to understand trends in data and be able to manipulate it into meaningful reports;- Proven track record in developing talent and empowering members of the team;- Excellent communications skills, adapting style to audience and situation;- Experience in conducting performance reviews and giving constructive and effective feedback;- Experience with delegating and empowering team members;- Ability to perform under pressure and maintain a professional outlook regardless of the situation.
**Benefits & Perks - Global Impact, Personal Relevance**:
- Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
- Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
- Living and working in Amsterdam, one of the most cosmopolitan cities in Europe
- Contributing to a high scale, complex, world renowned product and seeing real-time impact of your work on millions of travelers worldwide
- Working in a fast-paced and performance driven culture
- Opportunity to utilize technical expertise, leadership capabilities and entrepreneurial spirit
- Promote and drive impactful and innovative engineering solutions
- Technical, behavioral and interpersonal competence advancement via on-the-job opportunities, experimental projects, hackathons, conferences and active community participation
Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
**Application Process**:
- Let’s go places together: How we Hire
- This role does not come with relocation assistance.
