Booking.com

Role Description

It wasn’t so long ago that booking a trip to see the Eiffel Tower, stroll down New York’s iconic Madison Avenue or feel the sand between our toes on Copacabana Beach was simply a matter of a few taps on our smartphone. In fact, that’s what we do at Booking.com. We make it easier for everyone to experience the world. And while that world may feel distant right now, we are seeing a growth in domestic travel, as well as preparing for the anticipated traveling boom that is soon to return. Across our offices worldwide, we continue to innovate. To solve for some of the most complex challenges in travel and technology, and to plan for the exciting developments that lie ahead. With strategic long-term investments into what we believe the future of travel can be, we are opening up new career opportunities that will have a strong impact on our mission. We are united in the belief that our very human desire to explore the planet’s beauty and discover more about other people and cultures will endure. The world is waiting for us. Together, we will be ready.

About the role

The IT Support Team Leader is responsible for overseeing the daily operations of the IT support team, ensuring that technical support is provided efficiently and effectively to meet the needs of the organisation. This role involves managing a team of IT support technicians, coordinating support activities, and ensuring that all IT support requests are handled promptly and with high levels of customer satisfaction.

The IT Support Team Leader will also play a key role in mentoring team members, driving continuous improvement in support processes, and ensuring adherence to service level agreements (SLAs). This position requires strong leadership skills, excellent technical knowledge, and a customer-focused approach to problem-solving.

What you’ll be doing:

• Day to day management of one IT Support team which consists of both regular and senior team members.
• Understand the technical challenges faced by the team and provide guidance and effective problem resolution
• Maintain timely resolution around IT Ticketing backlog while prioritizing based on business needs. As an owner and user advocate of this backlog they want to ensure no employees feel forgotten.
• Build out and capture ticket reporting metrics (dashboards, etc...) for IT Service Leadership so they can better understand the challenges and opportunities faced by the support teams.
• Asset Management of Laptop / Desktop and peripherals.
• Set goals for the team and provide direction and guidance to ensure completion
• Be a coach not only for their own team but for other teams in the IT Support track. Succeed together.
• Contribute to Booking.com's growth through interviewing, onboarding, or other recruitment efforts;
• Share challenges and best practices with other Team Leads in Support
• Drive innovation within team scope and act as a product owner for these innovations
• A sense of ownership around the support provided by the team
• Willingness to constantly learn and take on new challenges
• Participate in on call rotation schedules
• This role may require to be on an on-call rotation

What you will bring:

• Multiple years of experience as a hands-on IT Support technician;
• Experience managing teams; including prioritizing and planning;
• Ability to manage a team that is spread across multiple locations and regions;
• Ability to understand trends in data and be able to manipulate it into meaningful reports;
• Proven track record in developing talent and empowering members of the team;
• Excellent communications skills, adapting style to audience and situation;
• Experience in conducting performance reviews and giving constructive and effective feedback;
• Experience with delegating and empowering team members;
• Ability to perform under pressure and maintain a professional outlook regardless of the situation.

What we offer:

Benefits & Perks: Global Impact, Personal Relevance

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. Our Total Rewards strive to make it easier for you to experience all that life has to offer on your terms so that you can focus on what really matters. We offer competitive compensation as well as thoughtful, valuable, and even fun benefits which include:

• Headquarters located in one of the most dynamic and cosmopolitan cities in Europe: Amsterdam.
• Contribute to a high scale, sophisticated, world-class product and see the real time impact of your work on millions of travelers worldwide.
• Be part of a truly international fast paced environment and performance driven culture.
• Full relocation support for you and your family to move to Amsterdam. We have fine-tuned this process by successfully relocating over 300 Technology professionals to Amsterdam in the last year alone!
• Performance-based company that offers 29 vacation days, career advancement, and lucrative compensation, including bonuses and stock potential.
• Discount on Booking.com accommodations with the “Booking Deal” including other perks and benefits.
• Company-sponsored family and social activities to help our employees become integrated with each other and Dutch culture.
• Diverse and creative colleagues from every corner of the world.
• Health, life, and disability insurance*
• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave.
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country).
• Industry leading product discounts for yourself, friends, and family, including automatic Genius Level 3 status and quarterly Booking.com wallet credit.
• Free access to online learning platforms, development and mentorship programs, and a complimentary Headspace membership
• On-site meals, coffee, and snacks, including healthy and vegan options, daily*

#ThinkInclusion: Wellbeing & Inclusion at Booking.com:

Inclusion, Diversity, Belonging, Wellbeing and Volunteering (IDBWV) have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just create a unique workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”

We will ensure that individuals with disabilities are provided reasonable adjustment to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.