About this role
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 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.