IT Support Manager, Exoticca
Travel tour and package provider
Be an early applicant
Travel tour and package provider
201-500 employees
Be an early applicant
201-500 employees
Company mission
Exoticca's mission is to make people's dream trips come true.
Role
Who you are
- At least 5 years of experience in IT support, with at least 1 year in a managerial role
- Strong leadership skills with experience in managing IT support teams
- Networking knowledge, including troubleshooting and configurations
- Experience with Windows 10, Office Suite, and familiarity with macOS and Linux
- Knowledge of IT service management (ITSM) frameworks (e.g., ITIL) is a plus
- Familiarity with Jira, Unifi, and VoIP technologies
- Fluent English proficiency
- Based in Barcelona
Desirable
- ITIL certification or similar IT service management certification
- CCNA certification or equivalent networking knowledge
- Experience supporting call center environments
- Knowledge of cybersecurity best practices and compliance
- Familiarity with enterprise tools, including ERP, CRM, and cloud platforms (Netsuite, Salesforce, Sprinklr, Google Cloud/Workspace)
What the job involves
- The IT department is responsible for supporting employees, with a strong focus on ensuring smooth operations in our call center
- We provide quality on-site and remote support while equipping users with the necessary tools and resources to enhance productivity
- Our team plays a crucial role in maintaining business continuity by troubleshooting and resolving technical issues across multiple time zones
- Lead, mentor, and manage the IT support team, providing guidance and training as necessary
- Develop and implement IT support policies, procedures, and best practices to improve service delivery
- Monitor IT support performance, ensuring prompt resolution of technical issues and maintaining high levels of customer satisfaction
- Manage IT service desk operations, ensuring ticketing systems are effectively utilized
- Analyze IT support trends and provide strategic recommendations for improvements
- Collaborate with other IT teams to ensure a cohesive and integrated IT infrastructure
- Oversee IT asset management, including hardware, software, and licensing
- Ensure compliance with security protocols, data protection regulations, and company policies
- Act as an escalation point for complex IT issues that require advanced troubleshooting
- Work with vendors and external partners to manage IT support contracts and service agreements
- Develop and manage IT support budgets, optimizing costs without compromising service quality
- Oversee the preparation of Windows, Linux, and macOS computers for employees
- Manage access control, granting and revoking user access to company platforms as needed
- Support and maintain meeting rooms, ensuring smooth operations for company events
- Create documentation to streamline IT support processes and assist users
Our take
Booking travel tours and package holidays in exotic locations lead many people to seek logistics help from travel agents. However, the complexity of these packages often means there is little variety available at local branches with extremely high prices, raising the question as to why there is not a more modern and innovative solution available online.
Exoticca provides an online platform for the booking of holiday packages and tours, with a focus on curating luxury destinations that are chosen by travel experts and provided at heavy discounts negotiated through airlines and hotels. The company also aims to provide a frictionless end-to-end travel experience by covering insurance, ABTA and ATOL guarantees, free cancellation, and COVID-19 protection. After renewed funding in 2022, Exoticca has also expanded into B2B verticals, selling software to traditional travel agencies, and is steadily expanding into North and Latin America through its Miami office.
Online travel agents have been around since the dawn of the internet, but Exoticca stands out with its focus on providing curated packages by travel enthusiasts at exclusive locations. Furthermore, the company’s emphasis on convenience and inclusivity ensures that every formality is handled, removing the complexity of travel packages and tours to open the market to a wider audience.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
49% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2024
$64.7m
SERIES D
Jul 2021
$27.2m
SERIES C
Total funding: $116.8m
Company benefits
- Flexible compensation management for diet, transportation, private health insurance with Cobee
- Hybrid work model: you can work from home and the office at your convenience. Offices in the heart of Barcelona (right next to Plaça Catalunya)
- Permanent contract from the start
- Travel packages at reduced prices!
- Referral bonus, if you bring people as talented as you
- Unlimited coffee, team lunches, English lessons, quarterly activities, biannual parties
- And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!
Company HQ
Dreta de l'Eixample, Barcelona, Spain
Leadership
Jesus Rodriguez Fernandez
(President)Experience as Assistant General Manager for Karisma Tours from 2007 to 2011. Tour Operation Manage for Privalia Travel from 2011 to 2013.
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