IT Support Team Leader

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Description

pl is one of the largest travel groups in Europe. Every year we help more than 6 million people plan their trips. Behind that sit teams in IT, Product, Data, Marketing, HR, Finance, Sales and Customer Experience, who build the tools and services those travelers use. Whichever team you join, your work shows up in how people plan and experience their holidays. Your next stop: We are looking for an experienced IT Support Team Leader to take ownership of our Service Desk operations and ensure exceptional technical support across the organization. You will work at the intersection of IT operations and business, leading a team of support specialists and partnering with internal stakeholders and external vendors to maintain service continuity, optimize support processes, and drive measurable improvements in service quality. What lies ahead on your journey: Managing the team, including planning, delegating, and monitoring tasks, Ensuring high-quality user support and escalating tickets to higher support tiers when necessary, Coordinating the team's actions during critical incidents, Collaborating with other IT and business departments to ensure service continuity, Monitoring and reporting on Key Performance Indicators (KPIs) and service quality, Training, mentoring, and developing the skills of team members, Managing relationships with external vendors and ensuring favorable cooperation terms, Participating in documenting and optimizing company-wide

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