IT Support Lead

The IT department is the main responsible for supporting our employees mainly focusing on our call center which they operate in 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., 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 optimizing 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.

• Proven experience managing IT support teams.

• Networking knowledge, troubleshooting, and configuration skills.

• Experience with Jira, Unifi, and VoIP technologies.

• Fluent English., * 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).

• Lead a key team that directly impacts company operations.

• Opportunity to drive modernization and automation initiatives.

• Direct impact on user experience and operational efficiency.

• Multicultural and collaborative environment.

• Competitive compensation package in line with job responsibilities and experience.
• Flexible compensation on transportation and food with Cobee also in our private health insurance.
• Offices in Barcelona City.
• Permanent contract from the start.
• Travel at reduced prices!
• Referral bonus, if you bring people as talented as you.
• And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!

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 indelivering bestvalue trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.