Global IT Support Lead & Onboarding Champion

Digital Agency Jobs; Amsterdam; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Premium healthcare through OSDE

Mendel prepaid card for groceries

Monthly Wi-Fi/electricity reimbursems

Monthly training/English class stipend

Sportclub membership 100% covered

Benefits platform access

Flexible vacation policy

Job summary

DEPT® is seeking an IT Support Lead to own end-to-end IT support operations across the region. You will work with autonomy as a subject matter expert, mentoring junior engineers and driving strategic initiatives. Clear communication with globally distributed teams is essential.

You will manage ticket queues, SLAs, onboarding/offboarding, audits, and documentation, while aligning with IT Engineering goals and delivering impactful process improvements.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 6+ years of experience in IT support or related roles.
• Strong knowledge of IT software and hardware support.
• Experience with Atlassian tools like Jira, Confluence, etc.
• Experience with Asset Management Systems and SaaS apps like Google Workspace and Slack.
• Experience leading or mentoring others; ITIL/ITSM exposure is a plus.

Responsibilities

• Own ticket queue quality, SLA performance, and escalation resolution.
• Lead onboarding/offboarding workflows and audits with Product Owners.
• Create and maintain documentation; drive team adoption.
• Mentor junior engineers and lead knowledge-sharing sessions.
• Act as escalation point for complex issues across the region; align with IT Engineering goals.

Skills

English fluency

Excellent communication

Problem solving

Analytical thinking

Adaptability

Team collaboration

Calm under pressure

Education

Bachelor's degree in Information Technology / Computer Science

Tools

Jira

Confluence

Atlassian tools

Google Workspace

Office 365

Slack

Okta

Jamf

Intune

Job description

DEPT® is seeking an IT Support Lead to own end-to-end IT support operations across the region. You will work with autonomy as a subject matter expert, mentoring junior engineers and driving strategic initiatives. Clear communication with globally distributed teams is essential.

You will manage ticket queues, SLAs, onboarding/offboarding, audits, and documentation, while aligning with IT Engineering goals and delivering impactful process improvements.