IT Support Lead

catawiki; Netherlands; On-site; EUR 70,000 - 100,000; Full time

Job summary

Catawiki is hiring an IT Support Lead to oversee the day-to-day IT support function and drive improvements in service quality and employee experience. You will manage onboarding to offboarding, handle incident escalation, and ensure reliable access to core systems across Okta, Google Workspace, Slack, and Jira/Confluence.

You’ll lead a hands-on team, collaborate with stakeholders, and continuously optimize processes, inventory, and workplace technology to support a high-growth marketplace.

Qualifications

• Experience leading IT support teams.
• Experience with core IT systems and workplace technologies such as Okta, Google Workspace and collaboration tools.

Responsibilities

• Lead the daily IT support operation and prioritise incidents.
• Provide hands-on support across hardware, software, identity, access, network, and collaboration tools.
• Escalate complex issues and maintain high service quality and customer experience.
• Coach and develop IT colleagues for consistent practices and knowledge sharing.
• Improve employee IT experience through scalable processes and automation.
• Oversee lifecycle from onboarding to offboarding, including eSIM services.

Skills

IT leadership

Incident management

Okta

Google Workspace

Slack

Jira/Confluence

Device provisioning

eSIM management

Team coaching

Tools

Okta

Jamf

Google Workspace

Jira/Confluence

Job description

At Catawiki, every day brings the extraordinary! Whether it's Daniel Ricciardo's Formula 1 Car , a Woolly Mammoth's Skeleton , Lady Gaga's Jumpsuit or Usain Bolt's running shoe , 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 ro