Tech Support Team Lead

il y a 2 semaines

Gent, Belgique Transparent Intelligence Temps plein

At Lighthouse (formerly OTA Insight), we’re on a mission to reimagine commercial strategy for the hospitality industry. Our commercial platform simplifies data, transforming complexity into confidence with actionable market insights, business intelligence, and pricing tools that maximize revenue.

We successfully raised 80 million in series of B funding, we welcomed four companies to our organization and want to grow over 100 million in ARR in 2024. With more than 560 teammates illuminating the way, representing 34 nationalities living in 35 different countries of which 175 in Belgium alone, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionizing the hospitality sector?

**What you will do**:
Join our Tech Support team at Lighthouse as the **Team Lead**, where you'll be at the forefront of our IT operations. Collaborate closely with your team to maintain end-user devices, office hardware, and essential company-wide SaaS tools. Your leadership will be instrumental in ensuring the smooth functioning of our technological infrastructure.

**Where you will have impact**:

- Lead by example by actively participating in support tasks when necessary to ensure team success.
- Manage and mentor a team of support engineers, driving improvements in efficiency, stability, and maintainability of support processes.
- Collaborate with senior team members to prioritise initiatives, propose new ideas, and contribute to roadmap discussions.
- Facilitate the onboarding of new team members and participate in recruitment processes.
- Maintain clear communication with peers and leadership, providing updates on technical progress and addressing any blockers.

**About our team**:
Our team keeps the company's tech running smoothly, handling everything from managing our mix of devices (MacOS, iOS, Windows) to keeping our office networks working across our global locations like Ghent, Bruges, Madrid, Denver, and Dallas.

Beyond maintenance and management, we are also here to teach and support effective tool usage and best practices. Whether it's showing someone the ropes with a new tool or lending a hand to another team, we want to make tech work for everyone.

**Technologies you’ll work with**:

- Google Cloud Platform
- Google Workspace
- Atlassian suite (Confluence, Jira, Atlas)
- MDM Solutions (JAMF, Google Endpoint Management)
- MacOS, iOS, Windows
- Unifi

(feel free to ask us why these are the best fit for us)

**What’s in it for you**:

- A flexible working environment where you can work from home or, if you live nearby, at one of our seven offices around the world
- Unlimited time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively
- A motivation to deliver your best work as we have built a high-bar and very talented team of individuals that are friendly, creative, open-minded, and passionate about what they do
- Workshops and frameworks that help employees realise their full career potential
- A mandate to operationalize and democratise research through tools, training, and processes
- The opportunity to shape the products that more than 85,000 users rely on worldwide
- A mobility approach that fits your personal situation, with a mobility budget or company car
- Extensive health insurance packages for you and your dependents prioritising our employees' holistic well-being and healthcare needs
- Private pension funding through group insurance
- A compensation that values your work and which we will proactively keep competitive
- A referral bonus scheme when you bring new talent to our #bestteamever

**Who you are**:

- 3+ years experience in an IT service desk role
- At least 1 years of experience in a people management role
- Experience with MDM solutions such as JAMF, Intune, Fleet,
- Experience in a cloud-native environment
- Limited scripting proficiency, enough to automate mundane tasks (Python, Bash or Powershell)
- Understanding of key network and authentication protocols, including LDAP, RADIUS, and SAML, and their implementation in enterprise environments.
- You have good communication skills, both written and verbal, with the ability to effectively communicate technical and non-technical information.
- You are a problem solver and are able to get to the root of a given problem;
- You like to challenge the status quo.
- You drive projects proactively and effectively, ensuring that deadlines are met and goals are achieved.
- You have a proven track record of delegating tasks and responsibilities effectively, ensuring that team members are empowered to deliver their best work.
- Excellent follow-up skills, with a demonstrated ability to track tasks and pain points, and ensure that actions are taken to address them.
- Strong vision and leadership skills, with the ability to create and drive a clear vision for the team, and inspire team members to

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