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.

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