IT Support Manager

What Is Exoticca?
Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.

We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.

What do we do?
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.
What will you do?

• 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.

• 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.

Preferred Qualifications:

• 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).

• Competitive compensation package in line with job responsibilities and experience.
• Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance with Cobee.
• Hybrid work model: offices in Barcelona City.
• 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 lesson, bi-anual company parties.
• And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!

Join Exoticca and play a pivotal role in creating life milestones through unforgettable travel experiences! This is your opportunity to shape the future of a dynamic and innovative travel brand on a global scale.
Exoticca is an equal opportunity employer. Diversity and inclusiveness are our core. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under European, country, or local law.

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