Team Lead IT Support

at  Bookingcom

Role Description:
It wasn’t so long ago that booking a trip to see the Eiffel Tower, stroll down New York’s iconic Madison Avenue or feel the sand between our toes on Copacabana Beach was simply a matter of a few taps on our smartphone. In fact, that’s what we do at Booking.com. We make it easier for everyone to experience the world. And while that world may feel distant right now, we are seeing a growth in domestic travel, as well as preparing for the anticipated traveling boom that is soon to return. Across our offices worldwide, we continue to innovate. To solve for some of the most complex challenges in travel and technology, and to plan for the exciting developments that lie ahead. With strategic long-term investments into what we believe the future of travel can be, we are opening up new career opportunities that will have a strong impact on our mission. We are united in the belief that our very human desire to explore the planet’s beauty and discover more about other people and cultures will endure. The world is waiting for us. Together, we will be ready.

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.
• Contribute to Booking.com’s growth through interviewing, onboarding, or other recruitment efforts;
• 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