IT Service Desk Lead

Job description

Build with us Since 2004, we've had one clear goal: to make payments and money management effortless for every business in Europe. Today, more than 250,000 companies use Mollie to get paid, manage money and grow – with products designed to be simple, scalable, and dependable. With 950+ Mollies across 14+ locations, we care deeply about autonomy and craft. So we work in small teams, with real ownership, and we trust you to make the right decisions. We're building for the long term, so we provide the tools you need, processes you can rely on, and a balanced work environment to help you do work you're proud of. Sound like your kind of place? Let's build together. Your impact As IT Service Desk Lead, you'll own the day-to-day IT support experience for Mollies across our European offices — starting from Amsterdam. This isn't a traditional ticket-management role. You'll lead a team of Service Desk technicians, set the standard for quality and ownership, and actively shape how IT support operates across a fast-growing international fintech. The work you do directly enables hundreds of people to stay focused, productive, and unblocked. You'll be the primary escalation point for complex end-user issues, the person who spots patterns before they become problems, and the one who drives the improvements that reduce friction across the business. From onboarding and offboarding to SLA performance and knowledge management, you'll have real influence over how IT support scales with Mollie — and the autonomy to make it better. What you'll ship - A high-performing Service Desk operation in Amsterdam with strong SLA adherence, clear ticket ownership, and consistent support quality - Smooth, secure onboarding and offboarding processes for employees across multiple European offices — reliable, repeatable, and well-documented - A stronger team — through hands-on coaching, mentoring, and development that raises technical capability, customer service quality, and operational ownership - Improved internal documentation, troubleshooting guides, and a knowledge base that actually gets used and kept up to date - Regular operational reporting on ticket trends, SLA performance, backlog health, and customer satisfaction — with clear actions tied to the data - Process improvements and automation opportunities that reduce operational friction and make the employee IT experience noticeably better What you'll bring - Proven experience leading or mentoring a Service Desk or IT support team in a lead capacity, with hands-on technical involvement - Strong expertise in macOS and iOS environments — device troubleshooting, configuration, and lifecycle management are second nature to you - Solid experience with ITSM/ticketing tools (ideally Jira Service Management) and a good working knowledge of ITIL principles applied in a practical, fast-paced environment - Experience supporting onboarding and offboarding processes, including identity and access management, and device provisioning and deprovisioning - Familiarity with workplace tooling and SaaS environments such as Google Workspace, Okta, or similar IAM, collaboration, and productivity tools - Experience supporting distributed teams across multiple offices or countries, with strong coordination, communication, and troubleshooting skills across time zones — including solid awareness of IT security best practices around endpoint security, user access control, and data protection Grow your way At Mollie, growth is personal. We believe everyone should have the chance to develop their skills, explore new challenges and shape their career on their own terms. You'll get regular feedback and performance reviews to support your development, with fair and transparent salary reviews along the way. Many Mollies move into new roles or take on new projects to stretch themselves, and we actively hire from within to help you take the next step. No matter if you're aiming for promotion, exploring a different career path or building new skills, you'll be supported with the tools, trust and opportunities to grow your way. Unlock your full potential and join us to eliminate financial bureaucracy If you're excited by the idea of building what's next, for yourself and for thousands of businesses across Europe, we'd love to hear from you. Apply with your CV (in English) using the form below. Want a peek behind the scenes? Check out what life at Mollie https://jobs.mollie.com is really like. AI at Mollie We believe in Always Be Shipping, and AI brings https://jobs.mollie.com/ai-manifesto that philosophy to life across every team, every role, every day. AI is core to how we build. It helps us move faster, simplify work and make smarter decisions, creating real impact for the businesses we serve. We're looking for people who are excited to use AI to shape the future of finance with us.