Manager - IT support EMEA

Triwill Group; Amsterdam; On-site; EUR 90,000 - 130,000; Full time

Job summary

Adyen in Amsterdam seeks a Manager, IT Support, EMEA to build and lead a best-in-class regional function. You will manage a distributed team of nine across Amsterdam, Madrid, and London to elevate the IT support experience and improve IT globally.

You will blend people leadership with a strategic mindset, crafting short- (1 year) and mid-term (1–3 years) visions, automating processes, and driving technical excellence. A hands-on manager, you’ll support the team when needed.

Qualifications

• 2-5+ years of people management in IT support or similar.
• Experience recruiting and coaching teams.
• Strong business acumen and stakeholder empathy.
• Fluent in English with excellent communication.

Responsibilities

• Define the team's short- and mid-term IT support strategy.
• Supervise and mentor nine distributed support engineers.
• Set clear goals and drive performance using the Adyen leadership framework.
• Collaborate with regional leadership and cross-functional partners.

Skills

Leadership

People management

Stakeholder mgmt

Communication

Recruiting

Tools

Google Workspace

Okta

Jamf

Slack

MacOS administration

Job description

Description:

This is Adyen

Adyen provides payments, data, and financial products in a single solution for customers like Meta, Uber, H&M, and Microsoft - making us the financial technology platform of choice. At Adyen, everything we do is engineered for ambition.

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they are enabled to truly own their careers. We are motivated individuals who tackle unique technical challenges at scale and solve them as a team. Together, we deliver innovative and ethical solutions that help businesses achieve their ambitions faster.

Manager, IT Support, EMEA

As Manager, IT Support, EMEA, you will be based in our Amsterdam office, stepping into a role to build and lead a best-in-class regional support function. You will manage a distributed team of nine across three different offices (Amsterdam, Madrid & London) to elevate the overall IT support experience. The scope of this role is to improve the overall IT experience in all our offices worldwide.

You will combine strong people leadership with a strategic mindset, crafting the short- (1 year) and medium- (1-3 years) vision for the team while automating processes, partnering with regional (senior) management, and driving technical excellence. You are a hands-on manager helping out with support if needed.

What you’ll do

Lead & define success

• Set the Vision: Drive the technical direction of the team by developing and executing short-term (1 year) & medium-term (1-3 years) support strategies aligned with global business goals.
• People Leadership: Supervise, guide, and mentor a distributed team of nine support engineers varying in their seniority.
• Drive Performance: Set clear individual and team goals, delegate tasks effectively, and manage performance using Adyen's leadership framework: Empower, Care, Act, Scale.
• Culture Carrier: Foster a global, inclusive mindset. Cultivate a growth-oriented environment where open, direct feedback is exchanged and the Adyen Formula is exemplified.

Deliver results & scale impact

• Operational Excellence: Deliver a best-in-class support experience for the EMEA region, ensuring high standards of technical resolution and internal customer service.
• Automation & Process Improvement: Actively identify opportunities to eliminate toil by automating repetitive tasks and continuously improving internal IT systems and workflows.
• Project Delivery: Coordinate the planning, scoping, and agile execution of support improvement projects. Monitor progress, manage timelines and budgets, and aggressively unblock your team to ensure delivery.
• Technical Guidance: Make the right architectural and tooling decisions to support your team, ensuring technology choices fit into the broader business strategy.

Cross-functional collaboration

• Stakeholder Management: Partner closely with regional (senior) management, translating business needs and improvement points into highly actionable technical projects.
• Cross-Team Synergy: Work seamlessly alongside Business Enablement, HR, Compliance, Procurement, and Workplace Experience to ensure a flawless end-to-end employee experience.
• Vendor Relations: Maintain and develop strong relationships with crucial external vendors and partners.
• Influence & Alignment: Navigate conflicting priorities and build trusted partnerships across time zones.

Who you are

Leadership & team building

• Experience: 2-5+ years of people management and leadership experience in IT Support, engineering, or similar technical environment.
• Talent Developer: Proven ability to recruit top talent, manage performance, and get the absolute best out of each team member through coaching and mentorship.
• Organizational Awareness: You possess strong business acumen and know how to empower your team in their day-to-day stakeholder interactions.

Technical & execution strength

• Core Systems: Deep administrative experience with cloud tools and identity providers (Google Workspace, Okta, Jamf, Slack) and robust experience managing MacOS environments.
• Support & Automation: Hands-on knowledge of ticket management systems, data analysis, and a proven track record of using scripting/automation to reduce manual workloads.
• AV & Infrastructure: Strong technical understanding of meeting room equipment (Logitech, Zoom Rooms), Event Spaces/All-hands areas, and monitoring/observability tools like Grafana.

Language & location

• Fluent in English (written and spoken) with excellent, sharp communication skills.
• Requires a strong in-office presence to foster team collaboration, with the ability to manage a distributed team across EMEA effectively.

Our Diversity, Equity and Inclusion commitments

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!

What's next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don't be afraid to let us know if you need more flexibility.

This role is based out of our Amsterdam office. We are an office-first company and value in-person collaboration; we do not offer remote-only roles.