IT Support Team Lead
About the company
At Kuoni Tumlare, we design and deliver exceptional travel experiences through a comprehensive
portfolio of destination management solutions. With over 100 years of experience, we serve a global network of partners by offering series tours, educational trips, MICE events, and more.
Your tasks
The Job The IT Support Team Lead is responsible for leading and managing the IT Support team, ensuring the effective delivery of high-quality IT services to users across the organisation.
The IT Support Team Lead is responsible for leading and managing the IT Support team, ensuring the effective delivery of high-quality IT services to users across the organisation.
The role provides day-to-day leadership, workload management, technical guidance and escalation support while ensuring incidents and service requests are resolved within agreed Service Level Agreements (SLAs).
The Team Leader acts as a key link between the IT Support team, wider IT functions and the business, driving continuous improvement and a positive user experience.
Staff management
- Lead, manage and motivate the IT Support team.
- Allocate daily workload and ensure appropriate support coverage.
- Conduct regular 1-to-1s, performance reviews and team meetings.
- Set team objectives and monitor individual performance.
- Identify training and development requirements.
- Support recruitment, onboarding and development of IT Support staff.
- Manage holidays, sickness and team resource planning.
- Build a collaborative, customer-focused support culture.
Service Management
- Oversee the day-to-day operation of the IT Support function.
- Ensure incidents and service requests are appropriately prioritised and assigned.
- Monitor SLA performance and ensure tickets are progressed and resolved within agreed timescales.
- Provide escalation support for complex or high-priority incidents.
- Coordinate the response to major incidents where required.
- Ensure tickets contain appropriate investigation and resolution information.
- Identify recurring incidents and escalate them for Problem Management.
IT Functions
- Provide technical leadership and guidance to the support team.
- Assist with complex technical issues where escalation is required.
- Support end-user technologies including: Windows, Microsoft 365, Teams, Entra ID / Active Directory, Intune, Laptops and desktops, Printers and peripherals, Mobile devices, Network connectivity, Citrix / desktop environments where applicable
- Ensure standard troubleshooting and support procedures are followed.
Management
- Act as a senior point of contact for IT Support.
- Develop effective relationships with business stakeholders.
- Provide enhanced support for VIP and senior management users where required.
- Communicate clearly during major incidents and service disruptions.
- Ensure users receive timely updates on significant issues.
- Monitor user satisfaction and identify opportunities to improve the service.
Requirements
What You Need To Succeed
- 3-5 years of relevant work experience
- 3+ year experience in international company
- Software/hardware diagnosis skills
- AD/Entra knowledge
- IT Networking knowledge
- Familiar with ITSM-systems
- Outstanding communication and interpersonal skills
- Good spoken and written English (upper intermediate or higher)
What we offer
- Global Brand: Opportunity to work in an international environment
- Stability: 100 Years at the top of our field and still pushing into new territory
- Progression: We reward high performers and look to promote key talent internally
- Learning and Development opportunities for growth and Upskilling
- A Supportive Management Culture and autonomous working environment
- Company Wide Bonus Scheme
- Dedicated Employee Engagement Activities
- Flexible & Hybrid Working
- Annual Awards and Recognition for high Performers
- Friendly and Collaborative work environment