L2 Support Manager

Job Title

L2 Support Manager

Summary

The L2 Support Manager oversees service operations and team performance to ensure exceptional customer support and operational efficiency. This role combines leadership in resource management with technical expertise, driving process improvements, managing escalations, and ensuring alignment with company service strategies. Ideal candidates bring strong analytical, communication, and coaching skills to lead a high-performing support team in a dynamic environment.

Key Responsibilities

Operations Management:

• Monitor team performance and ensure service standards are met;
• Provide performance reports and drive process adoption;
• Ensure smooth service delivery and cost efficiency;
• Manage Service Centre operations, including staffing and resource planning.

Resources Management:

• Guide, train, and support team members to achieve goals;
• Conduct performance reviews and identify training needs;
• Oversee recruitment, resourcing, and HR tasks;
• Coach and mentor to exceed performance targets.

Further Responsibilities:

• Provide consulting on systems and processes;
• Handle major incidents, escalations, and on-call support;
• Activate escalation procedures and notify stakeholders;
• Ensure post-mortem analyses and corrective actions are completed.

About the ideal candidate:

• Degree in Business Administration, Operations Management, Engineering, IT, or related field;
• 3+ years in IT services or technical support management; hospitality knowledge preferred;
• Strong technical aptitude combined with customer service experience.
• Excellent leadership, problem-solving, communication, and interpersonal skills.
• Ability to work under pressure, manage multiple deadlines, and adapt to flexible schedules.
• Proven team-building and coaching capabilities; able to work independently and collaboratively.
• Solid understanding of IT processes; advanced presentation and service attitude.
• Highly motivated, analytical thinker with strong organizational and time management skills.

What we can offer you:

• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.