IT Support Lead

Job description

At Catawiki, every day brings the extraordinary! Whether it’s [Daniel Ricciardo’s Formula 1 Car](https://www.catawiki.com/en/c/583-sports-memorabilia), a [Woolly Mammoth’s Skeleton](https://www.catawiki.com/en/c/579-fossils), [Lady Gaga's Jumpsuit](https://www.catawiki.com/en/l/10035805) or [Usain Bolt’s running shoe](https://www.catawiki.com/en/c/583-sports-memorabilia), we encounter exceptional objects every day. We’re a one-of-a-kind marketplace for buying and selling special objects. Each week, more than 100,000 unique items are auctioned, all carefully curated by our passionate in-house experts. Having sold over 25 million unique objects, our mission is to become the world’s most popular destination for special objects. As a growing, diverse and sustainable scale-up, we proudly live by three core values. If these values resonate with you, we’d love to explore how you can join us. - Taking ownership and driving impact - Being open to change and feedback - Being passionate about our mission and our customers. ### **About the role** As IT Support Lead, you will play a central role in delivering a reliable, secure, and high-quality technology experience for Catawiki employees. You will lead the day-to-day IT support function, ensuring colleagues receive timely and effective assistance while continuously improving our processes, service standards, and employee experience. This is a hands-on leadership role combining technical support, operational ownership, team development, and stakeholder management. You will remain closely connected to day-to-day support while helping the team work consistently and effectively. You will oversee the employee IT lifecycle from onboarding to offboarding, with a focus on frontline service delivery, endpoint support, eSIM services, IT inventory, logistics, workplace technology, and operational improvements. ### **What you’ll do** - **IT Support Leadership & Employee Experience** - Lead the daily IT support operation, ensuring incidents and requests are prioritised, tracked, communicated, and resolved effectively. - Provide hands-on support across hardware, software, identity, access, network, and collaboration tools. - Serve as an escalation point for complex technical issues and employee-impacting incidents. - Establish and maintain high standards for IT support quality, responsiveness, documentation, and customer experience. - Coach, mentor, and support IT colleagues, helping them develop their technical skills and adopt consistent ways of working. - Monitor support trends, service levels, recurring issues, and employee feedback to identify improvement opportunities. - Build and maintain a knowledge base of technical documentation, how-to guides, and FAQs. - Proactively improve the employee IT experience through scalable processes, automation, and user-friendly solutions. - Help ensure a smooth and consistent employee experience throughout onboarding, internal transfers, and offboarding. **IT Systems Support & Service Operations** - Act as the primary operational contact for employees requiring support with core IT systems and workplace technology. - Support the day-to-day operation of Okta, Google Workspace, Slack, Jira/Confluence, Jamf, and other business applications. - Handle user-facing support, troubleshooting, access requests, onboarding activities, and issue escalation in line with established processes and policies. - Carry out approved operational tasks such as user provisioning, access changes, device enrolment, software deployment, and equipment configuration. - Escalate complex platform issues, recurring problems, and system risks with clear documentation and impact assessment. - Support the testing, rollout, and adoption of system changes, upgrades, and new tools. - Maintain accurate support documentation, operating procedures, and knowledge-base articles. - Gather employee feedback and recurring support insights to help improve system configuration, processes, and usability. - Manage eSIM services, including provisioning, activation, replacement, deactivation, troubleshooting, and lifecycle administration. - Manage relationships with eSIM providers and ensure reliable service, clear ownership, and effective issue resolution. **IT Operations, Inventory & Logistics** - Own IT asset management, including procurement, inventory, allocation, repairs, replacement, and lifecycle management. - Maintain accurate records of laptops, mobile devices, accessories, eSIMs, software licences, and other IT equipment. - Coordinate equipment delivery, collection, storage, repairs, replacement, and secure disposal. - Ensure employees receive the right equipment, connectivity, and access at the right time. - Manage relationships with hardware, software, eSIM, logistics, and other IT service providers. - Track orders, deliveries, stock levels, warranties, repairs, and supplier performance. - Identify opportunities to improve IT inventory controls, logistics processes, and equipment availability. - Support office technology, including Wi-Fi, printers, meeting-room equipment, conference-room AV, and other workplace infrastructure. - Coordinate and contribute to IT projects such as office moves, system upgrades, technology rollouts, and infrastructure improvements. **Security, Compliance & Risk Management** - Help enforce IT security policies, standards, and procedures across the organisation. - Maintain strong controls around identity, access, devices, software, eSIMs, and company data. - Respond to and remediate security incidents, alerts, and vulnerabilities in collaboration with the broader IT and security teams. - Support access reviews, device compliance checks, audits, and vulnerability assessments. - Promote security awareness and help employees adopt secure working practices. - Ensure IT processes are documented and aligned with relevant compliance and data-protection requirements. - Escalate potential security risks promptly and help ensure appropriate follow-up actions are completed. **Service Improvement & Stakeholder Management** - Develop and improve IT support processes, workflows, service catalogues, escalation paths, and operating procedures. - Use support data and employee feedback to identify recurring issues and improvement opportunities. - Partner with IT and business stakeholders on system changes, process improvements, and technology rollouts. - Communicate clearly during incidents, changes, and service disruptions, keeping stakeholders informed. - Contribute to IT planning and prioritisation by providing insight from day-to-day employee support. - Help create a consistent and scalable IT service as Catawiki continues to grow. - Promote a culture of ownership, collaboration, knowledge sharing, and continuous improvement. ### **What you’ll bring** - 3–5 years of experience in IT support, workplace technology, IT operations, or a related field. - Experience leading, mentoring, or managing people, ideally with 2–3 years in a team-lead or people-management capacity. - A track record of combining hands-on technical support with operational ownership and team leadership. - Strong experience supporting users across macOS, Google Workspace, Slack, Jira, Okta, Jamf, and related workplace technologies. - Experience managing the employee IT lifecycle, including onboarding, offboarding, access requests, and equipment provisioning. - Experience with mobile connectivity, eSIM administration, telecom providers, or related IT services is a strong advantage. - Experience managing IT assets, inventory, logistics, vendors, and office technology. - Ability to work effectively within established processes for system changes, access management, and incident escalation. - A practical understanding of IT security principles, device compliance, access controls, and incident response. - Strong organisational skills and the ability to prioritise effectively in a fast-paced environment. - Excellent problem-solving skills, with a focus on root-cause analysis and sustainable solutions. - A customer-focused mindset and the ability to build trust with employees at all levels. - Strong communication and stakeholder-management skills in English, both written and verbal. Additional Portuguese language skills are a plus. - The ability to coach and support colleagues, share knowledge, and create clarity in a changing environment. - A proactive, resilient, and collaborative approach, with a strong sense of ownership. - A hands-on mentality and willingness to be physically present in the office four days a week. - A passion for learning and staying current with emerging IT, security, and workplace technology trends. ### **Why You'll Love Working with Us** - **Create a visible impact** by working at scale in a global organisation serving millions of customers across 80+ categories. In our flat structure, every role has a broad scope and directly impacts both our customers and the business. - **Learn and grow** through our Learning & Development initiatives, including clear development plans and mentorship programmes to support your career progression. - **A culture of connection defines us**. We’re a passionate, diverse team of 800+ Catawikians representing 60+ nationalities. We foster an inclusive and queer-friendly environment where everyone is encouraged to bring their full self to work. - **Celebrate life’s moments with us.** You’ll receive a €100 Catavoucher when you join, a €50 Catavoucher on your birthday, and an extra day off each year to “Pursue Your Passion**”**. We also offer additional leave for key work anniversaries and important life events. Benefits may vary by location. ### **Our Offices and Way of Working** Our vibrant offices in Amsterdam and Lisbon are designed to inspire collaboration. Most Catawikians operate in a hybrid setup, combining office-based and remote work, with a minimum of two days per week in the office, unless a role is explicitly stated as fully remote or fully office-based. ### **Interested?** Apply with an English CV and Cover Letter. By applying, you agree to [Catawiki’s Applicant Privacy Policy.](https://www.catawiki.com/conditions/applicant-privacy-policy.pdf) If you’re excited about this role but don’t meet every requirement, we still encourage you to apply anyway. You may be just the right candidate for this or other roles. We may use artificial intelligence (AI) tools to support the review of your application. AI may help us assess how your experience matches the requirements of the role, but hiring decisions are always made by our recruitment team