IT Support Lead, Exoticca
Travel tour and package provider
Open for applications
Travel tour and package provider
201-500 employees
Open for applications
201-500 employees
Company mission
Exoticca's mission is to make people's dream trips come true.
Role
Who you are
- 5+ years in IT support, including 1+ year in a leadership role
- Proven experience managing IT support teams
- Networking knowledge, troubleshooting, and configuration skills
- Experience with Jira, Unifi, and VoIP technologies
- Fluent English
Desirable
- ITIL certification or similar ITSM certification
- CCNA certification or equivalent networking knowledge
- Experience in call center support environments
- Knowledge of cybersecurity best practices and compliance
- Familiarity with ERP, CRM, and cloud platforms (NetSuite, Salesforce, Sprinklr, Google Workspace)
What the job involves
- The IT department is the main responsible for supporting our employees mainly focusing on our call center which they operate in several time zones
- We are looking for an IT Support Lead to lead and modernize our technical support service
- This role combines strategic leadership, process optimization, and operational oversight, ensuring our systems, users, and teams receive fast, efficient, and proactive IT support
- Your mission will be to elevate the support experience by implementing best practices, driving automation, and fostering a customer-focused culture while guiding the team toward a more scalable, proactive model
- Define the vision and roadmap for the IT Support area, aligned with the company’s overall IT strategy
- Develop and implement policies, procedures, and best practices based on ITSM/ITIL principles
- Identify opportunities for automation, AI adoption, and cloud optimization to reduce incidents and increase efficiency
- Collaborate with other IT teams to ensure a secure, cohesive, and integrated infrastructure
- Manage IT support budgets, inventory and optimizing costs without compromising quality
- Lead, mentor, and develop the IT Support team
- Oversee service desk operations and ensure effective use of the ticketing system (Jira)
- Ensure KPIs are met: average resolution time, CSAT, and reduction of repeat tickets
- Manage IT asset lifecycle: hardware, software, and licensing
- Control access to corporate platforms (onboarding, offboarding, permissions)
- Prepare and maintain Windows, macOS, and Linux devices
- Support meeting rooms and corporate events
- Act as the escalation point for complex technical issues
- Coordinate with vendors and manage IT support contracts
- Ensure compliance with security protocols, GDPR, and internal policies
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
$69.6m
SERIES D
Jul 2021
$29.3m
SERIES C
Total funding: $125.8m
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.
Salary benchmarks
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