IT Support Team Lead

About Us:

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.

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