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:
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*
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
