IT Support Lead

<div class="content-intro"><p>At Catawiki, every day brings the extraordinary! Whether it’s <a href="https://www.catawiki.com/en/c/583-sports-memorabilia">Daniel Ricciardo’s Formula 1 Car</a>, a <a href="https://www.catawiki.com/en/c/579-fossils">Woolly Mammoth’s Skeleton</a>, <a href="https://www.catawiki.com/en/l/10035805">Lady Gaga's Jumpsuit</a> or <a href="https://www.catawiki.com/en/c/583-sports-memorabilia">Usain Bolt’s running shoe</a>, we encounter exceptional objects every day.</p>
<p>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.</p>
<p>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.</p>
<ul>
<li>Taking ownership and driving impact </li>
<li>Being open to change and feedback</li>
<li>Being passionate about our mission and our customers. </li>
</ul></div><h3><strong>About the role</strong></h3>
<p>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.</p>
<p>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.</p>
<p>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.</p>
<p> </p>
<h3><strong>What you’ll do</strong></h3>
<ul>
<li style="font-weight: 400;">
<p><strong>IT Support Leadership & Employee Experience</strong></p>
<ul>
<li>Lead the daily IT support operation, ensuring incidents and requests are prioritised, tracked, communicated, and resolved effectively.</li>
<li>Provide hands-on support across hardware, software, identity, access, network, and collaboration tools.</li>
<li>Serve as an escalation point for complex technical issues and employee-impacting incidents.</li>
<li>Establish and maintain high standards for IT support quality, responsiveness, documentation, and customer experience.</li>
<li>Coach, mentor, and support IT colleagues, helping them develop their technical skills and adopt consistent ways of working.</li>
<li>Monitor support trends, service levels, recurring issues, and employee feedback to identify improvement opportunities.</li>
<li>Build and maintain a knowledge base of technical documentation, how-to guides, and FAQs.</li>
<li>Proactively improve the employee IT experience through scalable processes, automation, and user-friendly solutions.</li>
<li>Help ensure a smooth and consistent employee experience throughout onboarding, internal transfers, and offboarding.</li>
</ul>
<p><strong>IT Systems Support & Service Operations</strong></p>
<ul>
<li>Act as the primary operational contact for employees requiring support with core IT systems and workplace technology.</li>
<li>Support the day-to-day operation of Okta, Google Workspace, Slack, Jira/Confluence, Jamf, and other business applications.</li>
<li>Handle user-facing support, troubleshooting, access requests, onboarding activities, and issue escalation in line with established processes and policies.</li>
<li>Carry out approved operational tasks such as user provisioning, access changes, device enrolment, software deployment, and equipment configuration.</li>
<li>Escalate complex platform issues, recurring problems, and system risks with clear documentation and impact assessment.</li>
<li>Support the testing, rollout, and adoption of system changes, upgrades, and new tools.</li>
<li>Maintain accurate support documentation, operating procedures, and knowledge-base articles.</li>
<li>Gather employee feedback and recurring support insights to help improve system configuration, processes, and usability.</li>
<li>Manage eSIM services, including provisioning, activation, replacement, deactivation, troubleshooting, and lifecycle administration.</li>
<li>Manage relationships with eSIM providers and ensure reliable service, clear ownership, and effective issue resolution.</li>
</ul>
<p><strong>IT Operations, Inventory & Logistics</strong></p>
<ul>
<li>Own IT asset management, including procurement, inventory, allocation, repairs, replacement, and lifecycle management.</li>
<li>Maintain accurate records of laptops, mobile devices, accessories, eSIMs, software licences, and other IT equipment.</li>
<li>Coordinate equipment delivery, collection, storage, repairs, replacement, and secure disposal.</li>
<li>Ensure employees receive the right equipment, connectivity, and access at the right time.</li>
<li>Manage relationships with hardware, software, eSIM, logistics, and other IT service providers.</li>
<li>Track orders, deliveries, stock levels, warranties, repairs, and supplier performance.</li>
<li>Identify opportunities to improve IT inventory controls, logistics processes, and equipment availability.</li>
<li>Support office technology, including Wi-Fi, printers, meeting-room equipment, conference-room AV, and other workplace infrastructure.</li>
<li>Coordinate and contribute to IT projects such as office moves, system upgrades, technology rollouts, and infrastructure improvements.</li>
</ul>
<p><strong>Security, Compliance & Risk Management</strong></p>
<ul>
<li>Help enforce IT security policies, standards, and procedures across the organisation.</li>
<li>Maintain strong controls around identity, access, devices, software, eSIMs, and company data.</li>
<li>Respond to and remediate security incidents, alerts, and vulnerabilities in collaboration with the broader IT and security teams.</li>
<li>Support access reviews, device compliance checks, audits, and vulnerability assessments.</li>
<li>Promote security awareness and help employees adopt secure working practices.</li>
<li>Ensure IT processes are documented and aligned with relevant compliance and data-protection requirements.</li>
<li>Escalate potential security risks promptly and help ensure appropriate follow-up actions are completed.</li>
</ul>
<p><strong>Service Improvement & Stakeholder Management</strong></p>
<ul>
<li>Develop and improve IT support processes, workflows, service catalogues, escalation paths, and operating procedures.</li>
<li>Use support data and employee feedback to identify recurring issues and improvement opportunities.</li>
<li>Partner with IT and business stakeholders on system changes, process improvements, and technology rollouts.</li>
<li>Communicate clearly during incidents, changes, and service disruptions, keeping stakeholders informed.</li>
<li>Contribute to IT planning and prioritisation by providing insight from day-to-day employee support.</li>
<li>Help create a consistent and scalable IT service as Catawiki continues to grow.</li>
<li>Promote a culture of ownership, collaboration, knowledge sharing, and continuous improvement.</li>
</ul>
</li>
</ul>
<h3><strong>What you’ll bring</strong></h3>
<ul>
<li>3–5 years of experience in IT support, workplace technology, IT operations, or a related field.</li>
<li>Experience leading, mentoring, or managing people, ideally with 2–3 years in a team-lead or people-management capacity.</li>
<li>A track record of combining hands-on technical support with operational ownership and team leadership.</li>
<li>Strong experience supporting users across macOS, Google Workspace, Slack, Jira, Okta, Jamf, and related workplace technologies.</li>
<li>Experience managing the employee IT lifecycle, including onboarding, offboarding, access requests, and equipment provisioning.</li>
<li>Experience with mobile connectivity, eSIM administration, telecom providers, or related IT services is a strong advantage.</li>
<li>Experience managing IT assets, inventory, logistics, vendors, and office technology.</li>
<li>Ability to work effectively within established processes for system changes, access management, and incident escalation.</li>
<li>A practical understanding of IT security principles, device compliance, access controls, and incident response.</li>
<li>Strong organisational skills and the ability to prioritise effectively in a fast-paced environment.</li>
<li>Excellent problem-solving skills, with a focus on root-cause analysis and sustainable solutions.</li>
<li>A customer-focused mindset and the ability to build trust with employees at all levels.</li>
<li>Strong communication and stakeholder-management skills in English, both written and verbal. Additional Portuguese language skills are a plus.</li>
<li>The ability to coach and support colleagues, share knowledge, and create clarity in a changing environment.</li>
<li>A proactive, resilient, and collaborative approach, with a strong sense of ownership.</li>
<li>A hands-on mentality and willingness to be physically present in the office four days a week.</li>
<li>A passion for learning and staying current with emerging IT, security, and workplace technology trends.</li>
</ul><div class="content-conclusion"><div class="text text-align-left ">
<h3><strong>Why You'll Love Working with Us</strong></h3>
<ul>
<li><strong>Create a visible impact </strong>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.</li>
<li><strong>Learn and grow</strong> through our Learning & Development initiatives, including clear development plans and mentorship programmes to support your career progression.</li>
<li><strong>A culture of connection defines us</strong>. 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.</li>
<li><strong>Celebrate life’s moments with us. </strong>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<strong>”</strong>. We also offer additional leave for key work anniversaries and important life events. Benefits may vary by location.</li>
</ul>
<h3><strong>Our Offices and Way of Working</strong></h3>
<p class="p1">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.</p>
</div>
<h3><strong>Interested?</strong></h3>
<p class="p1">Apply with an English CV and Cover Letter. By applying, you agree to <a href="https://www.catawiki.com/conditions/applicant-privacy-policy.pdf">Catawiki’s Applicant Privacy Policy.</a> 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.</p></div>