Team Lead IT Support

Team Lead IT Support

Booking.com is looking for an IT Support Desk Team Lead who is excited about serving as a leader and strategically addressing the IT challenges within Booking.com. As a Team Leader you will play a big part in driving efficient and effective service by developing your team members.

This position is open to candidates that are eligible to work in Sao Paulo - Brazil without having to apply for a work permit/visa. There is no sponsoring available at this time. In the case of relocation, we will assist you with a generous relocation package, ensuring a smooth transition to working and living in Sao Paulo. 

IT Services — IT Support Team Lead 

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 might feel a little farther away right now, we’re busy preparing for when the world is ready to travel once more. 

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. 

We are IT Services 

Do you want to own IT Services that have a positive impact on the entire workforce? Working with some of the latest technologies and global deployment challenges? Well, we are looking for a talented IT Support Technician to join our IT Services department in Sao Paulo. 

In IT Services, we design, build and maintain all the corporate technology our Booking.com workforce needs day-to-day, so they can in-turn deliver great products to our customers. 

This includes, for instance; SaaS applications, Identity, SSO, collaboration tools, productivity suites, communication platforms, endpoints, laptops, VDI solutions, video conferencing, voice infrastructure, Wi-Fi connectivity, VPN, ITSM and a plethora of other bespoke developed applications. 

Booking’s IT Services organization is seeking a sharp, talented and energetic IT Support Team Lead to assist and enable our workforce, including providing excellent user support, analyzing and addressing IT related problems and looking for solutions to automate or improve our processes. 

B.responsible

• Ensure excellent technical support is provided by you and your team for the booking.com workforce, in-person, remotely via phone, email or live chat 


• Ensure that hardware and software issues are dealt with swiftly, performing new starter setups, ordering equipment and completing user account amendments 


• Ensure a positive customer experience in a timely, efficient and professional manner


• Proactively provide regular communication to users and stakeholders on the progress of outstanding support tickets and resolution


• Focus on quality with first time fixes and low reopened tickets 


• Assist where required in inventory and accurate Asset Management, provisioning across a range of devices and accessories 


• Actively participate in the creation and upkeep of knowledge base articles


• Capture all support and project work via ticketing systems


• Teach and instruct employees around software and hardware functionality 


• Constantly learn and take on new challenges


• Effectively identify problems, escalating to other teams where necessary 


• Take delivery and provide installations of PC’s, laptops, monitors, and peripherals when appropriate


• Identify recurring problems, spot trends and perform root cause analysis


• Escalate major incidents rapidly to raise awareness of business-critical faults


• Understand your customer, consulting widely and communicating effectively to all levels within the organization


• Find efficiencies to reduce toil and develop automations to improve processes 


• Be up-to-date with any required content training


• Participate in on call rotation schedules where appropriate

People and Stakeholder Management 

In this role, you will be providing leadership, direction, and energy to the team to ensure quality and effective teamwork. You will: 

• Provide direction and guidance to the team in a dynamic and changing environment


• Steer the team through effective communication according to team targets and goals


• Take ownership of issues and be responsible for team actions


• Facilitate experiment and innovation within the team


• Understand the technical problems and provide guidance in effective problem resolution


• Maintain the backlog and prioritize based on business needs


• Empower team members and encourage better and more productive teamwork


• Recognize and develop the talent of team members


• Share challenges and best practices with other Team Leads in Support


• Understand the impact of your actions to the business


• Contribute to Booking.com's growth through interviewing, onboarding, or other recruitment efforts


• Assess team members' performance according to the company guidelines 


• Act and behave as a role model for the team


• Influence others by having and encouraging a positive attitude and mindset


• Provide meaningful reports and data to support your decisions or assessments

B.skilled 

• Confident in supporting desktop hardware and peripherals across a variety of devices


• Strong knowledge and working experience of configuration, support and failure analysis of Windows and Apple operating systems


• Good understanding of a Windows domain, DNS, DHCP, Active Directory and Microsoft Office


• Good working knowledge of Google Workspace, Chrome and Gmail 


• Experience using a ticketing system for logging, escalating and resolving issues


• Experience imaging machines with SCCM, JAMF, Casper or similar 


• Experience supporting mobile devices, phones, and tablets


• Good understanding of wired and wireless networking and how to troubleshoot them


• Experience troubleshooting standalone and network printers


• Outstanding communication skills in English (written and verbal)