IT Support Lead

Exoticca; Barcelona; Presencial; EUR 40.000 - 70.000; Jornada completa

Descripción de la vacante

A dynamic online travel agency is seeking an IT Support Lead in Barcelona to lead and modernize their technical support service. The role requires strategic leadership and operational management, focusing on process optimization and team guidance. You will manage a multicultural team, implement automation, and ensure the highest standard of IT support, contributing to the company's international growth.

Servicios

Flexible benefits

Travel discounts

Referral bonuses

Permanent contract

Formación

• 5+ years in IT support, including 1+ year in a leadership role.
• Proven experience managing IT support teams.
• Experience in call center support environments.

Responsabilidades

• Lead and develop the IT Support team.
• Oversee service desk operations.
• Ensure compliance with security protocols and internal policies.

Conocimientos

Networking knowledge

Troubleshooting skills

Fluent English

Educación

Leadership experience in IT support

Herramientas

Jira

Unifi

VoIP technologies

NetSuite

Salesforce

Google Workspace

Descripción del empleo

What is Exoticca?

Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering the best value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.

We are a professional, dynamic, multicultural team experiencing rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.

What do we do?

The IT department is mainly responsible for supporting our employees, primarily focusing on our call center, which operates across several time zones.

We are looking for an IT Support Lead to lead and modernize our technical support service. This role combines strategic leadership, process optimization, and operational oversight, ensuring our systems, users, and teams receive fast, efficient, and proactive IT support. Your mission will be to elevate the support experience by implementing best practices, driving automation, and fostering a customer-focused culture while guiding the team toward a more scalable, proactive model.

Key responsibilities:

Strategic Leadership:

• Define the vision and roadmap for the IT Support area, aligned with the company’s overall IT strategy.
• Develop and implement policies, procedures, and best practices based on ITSM/ITIL principles.
• Identify opportunities for automation, AI adoption, and cloud optimization to reduce incidents and increase efficiency.
• Collaborate with other IT teams to ensure a secure, cohesive, and integrated infrastructure.
• Manage IT support budgets, inventory, and optimize costs without compromising quality.

Operational management:

• Lead, mentor, and develop the IT Support team.
• Oversee service desk operations and ensure effective use of the ticketing system (Jira).
• Ensure KPIs are met: average resolution time, CSAT, and reduction of repeat tickets.
• Manage IT asset lifecycle: hardware, software, and licensing.
• Control access to corporate platforms (onboarding, offboarding, permissions).
• Prepare and maintain Windows, macOS, and Linux devices.
• Support meeting rooms and corporate events.
• Act as the escalation point for complex technical issues.

Vendor & compliance management:

• Coordinate with vendors and manage IT support contracts.
• Ensure compliance with security protocols, GDPR, and internal policies.

Qualifications:

• 5+ years in IT support, including 1+ year in a leadership role.
• Proven experience managing IT support teams.
• Networking knowledge, troubleshooting, and configuration skills.
• Experience with Jira, Unifi, and VoIP technologies.
• Fluent English.

Preferred qualifications:

• ITIL certification or similar ITSM certification.
• CCNA certification or equivalent networking knowledge.
• Experience in call center support environments.
• Knowledge of cybersecurity best practices and compliance.
• Familiarity with ERP, CRM, and cloud platforms (NetSuite, Salesforce, Sprinklr, Google Workspace).

Benefits include leading a key team impacting company operations, opportunities for modernization and automation initiatives, and a positive multicultural environment. We offer a competitive compensation package, flexible benefits, office in Barcelona, permanent contract, travel discounts, referral bonuses, and the chance to be part of a fun, motivated team.

Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other protected status under applicable law.