IT Helpdesk Team Lead, CarTrawler
Car rental & mobility solutions
Job no longer available
Car rental & mobility solutions
201-500 employees
Job no longer available
201-500 employees
Company mission
To enable the world's leading brands in travel to offer better transport services to their customers.
Role
Who you are
- 3+ years’ experience in a similar role
- Strong leadership, mentoring, and coaching skills to develop and motivate team
- Proficiency in machine support technologies, including Microsoft Windows (Windows 10 and 11) and macOS
- Proficiency in Knowledge of computer hardware and networking systems
- Strong Knowledge of Active Directory, Microsoft Entra ID, and Intune
- Knowledge of computer hardware and networking systems– TCP/IP, DNS, routing
- Knowledge of Pure Cloud and Salesforce is advantageous
- Good project management and communication skills
- Proficiency in customer service techniques
- Proficiency in IT security for best practices – ITIL is advantageous
- Ability to effectively motivate and lead a team
- Ability to recognise and assess customer needs
- Strong organisational and time-management skills
What the job involves
- The role is to lead the first-line support team supporting CarTrawler’s user infrastructure. This includes monitoring and scheduling workloads to support business hours, identifying trends and solutions to reduce IT issues, reporting on team support metrics, and developing processes to improve the team's work
- Manage, support, and develop the desktop support team to deliver quality and timely support; prioritise and allocate work across the team and ensure support is provided for business operations hours
- Manage and report on the in-house ticketing system, identify issue trends and implement solutions
- To focus on delivering high-quality service and taking ownership of IT-reported issues until they are fully resolved, or acceptable workarounds are provided
- Develop and improve IT procedures for operations across the business, e.g. starters and leavers
- Provide resolutions to escalated issues and provide expertise to the team
- Work with the security team to ensure security best practices are met across the office infrastructure
- Drive ongoing improvements in the support function and the service delivered to the rest of the business
- Serve as a technical resource to project teams, both IT-led and non-IT-led
- To identify possible end-user training requirements as part of the support service
- To manage the recording of IT assets, including movement tracking
- Always adhere to company policies and procedures, maintain safe working practices, and comply with statutory legislation
- Create, maintain, and manage detailed documentation for IT processes, procedures, issues, and resolutions
- Conduct regular performance reviews, providing feedback, and setting development goals for team members
- Perform root cause analysis for recurring issues and develop strategies to prevent future occurrences
- Critical Interfaces:
- All teams – Provide support for IT issues
- People – ensure starter, leavers and movers process operations efficiently
- IT Security – to ensure security policies are implemented across office systems and provide metrics for reporting
- Customer Function – Investigating re-occurring issues and providing feedback to teams
Our take
CarTrawler provides car rental and mobility solutions to travel industry players, enabling them to supplement their revenue and improve the experiences of their customers. It runs what is essentially a B2B marketplace for car rentals, through which airlines and travel agents can offer their clients end-to-end travel options.
Like many of its travel industry peers, the company has felt the pinch in recent years due to the after-effects of the pandemic and the cost-of-living crisis. Despite this, CarTrawler has remained positive that it can capture further success in the new-look economy. It has continued to pursue new partnerships and expand its North American presence, already boasting a network of key players including United Airlines, easyJet, Uber, Emirates and Hotels.com.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Most candidates hear
back within 2 weeks
3% employee growth in 12 months
Company
Funding (1 round)
May 2020
$105.4m
GROWTH EQUITY VC
Total funding: $105.4m
Company benefits
- 25 days annual leave, plus company days
- “Friday Unplugged” – last Friday of every month we have a half-day mental health break day
- Maternity & paternity leave, wedding leave & parents leave
- Bespoke career pathing platform
- Online behavioural & technical academy
- Diversity, Inclusion & Belonging seminars
- Hybrid working model
- Modern, open plan offices just a stone’s throw from Dublin City Centre
- Chill Out Room – designed to give our employees a relaxation space during their work day
- Free weekly yoga classes, VHI online fitness classes, weekly tennis, running and 5-a-side football
- Charity runs
- Pension scheme
- Comprehensive VHI health insurance
- In-house health screenings
- Optional flu vaccinations
- Income protection & life assurance
- New mothers’ lactation room
- We have several employee cohorts across the business that you can become a part of, such as Sports and Social Club, Corporate Social Responsibility Committee, Engagement Champion Network, etc
- Travel Tax Saver Schemes for rail and bus
- On-demand ride-hailing app with discounts exclusively for CarTrawler employees
- Bike to Work scheme and secure bike storage
Company values
- Shared Wins: We celebrate successes. We share information with other. We help others to thrive
- Active Choices: We show interest in business performance. We use the strategy to make decisions. We are always engaged
- Relationships Make The Difference: We build strong, collaborative relationships. We are transparent & open. We are prepared & on time
- Hunger: We always do what is company first. We look for opportunities to improve. We take ownership over our work
- Craic: We put ourselves out of our comfort zone. We showcase a “can do” attitude. We encourage others to get involved
Company HQ
Farranboley, Dublin, Ireland
Articles
Leadership
Cormac Barry
(CEO, not founder)Prior to joining CarTrawler as CEO in April 2018, they held the position of CEO for 7 years at Sportsbet, the Australian division of Paddy Power Betfair.
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