IT Service Desk Lead

Mollie; Amsterdam; On-site; EUR 70,000 - 95,000; Full time

Benefits offered by this job

NS Business Card

Bike lease plan

WFH equipment budget

Job summary

Mollie is looking for an IT Service Desk Lead to own the day-to-day support experience across Europe, starting in Amsterdam. You’ll lead a team, set quality standards, and shape scalable IT support with strong ownership and proactive problem solving.

You’ll bring hands-on expertise in macOS/iOS, ITSM tools, onboarding/offboarding, IAM, and secure computing, while driving process improvements and knowledge management across offices.

Qualifications

• Proven experience leading or mentoring a Service Desk or IT support team with hands-on involvement.
• Strong macOS and iOS troubleshooting, configuration, and lifecycle management.
• Experience with ITSM tools and ITIL principles in a fast-paced environment.
• Experience supporting onboarding/offboarding, IAM processes and device provisioning.

Responsibilities

• Own the day-to-day IT support experience for Mollies across European offices, starting in Amsterdam.
• Be the primary escalation point for complex end-user issues and drive improvements to reduce friction.
• Lead a high-performing Service Desk, set standards for quality and ownership, and scale IT support.
• Improve internal documentation, troubleshooting guides, and knowledge base usage.
• Provide regular operational reporting on ticket trends, SLA performance, and backlog health.

Skills

Lead Service Desk mentoring

macOS

iOS

ITSM/Jira Service Management

ITIL

onboarding/offboarding

Google Workspace

IAM / Okta

distributed teams coordination

endpoint security & data protection

Tools

Jira Service Management

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 will 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 will 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 will 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 will 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 will 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 will 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 would love to hear from you.

AI at Mollie

We believe in Always Be Shipping, and AI brings 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.

Benefits

• Enjoy the flexibility to work from abroad for 20 days a year (excluding high‑risk countries).
• Enjoy €60 per month net towards taking care of yourself.
• Lifestyle and Health Support.
• 26 holiday days.
• Extra 2 days off between 27 and 31 December.
• Commute options: Receive an NS Business Card and participate in our bike lease plan.
• Birthday off: It’s your special day! Why spend it at the office?
• WFH equipment budget: One‑off budget of €400 for our new hires.
• WFH & Internet allowance at €60 a month.
• Discounted lunch: hot and cold meals plus snacks available each day for less than €4 and only pay when you use the service.
• Health insurance: Insure with ONVZ or receive €125 net towards your own insurance.
• All Mollies get together, connect and have fun.