Mollie
fintech
ITServiceDeskLead
“IT Service Desk Lead at Mollie. Skills: Service Desk leadership, IT support, macOS and iOS expertise, ITSM/ticketing tools, ITIL principles, onboarding and offboarding processes, workplace tooling and SaaS environments, distributed team support. own the day-to-day IT support experience for Mollies across our European offices. lead a team of Service Desk technicians”
What You'll Achieve.
A high-performing Service Desk operation in Amsterdam with 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
Industry & Context.
troubleshooting; spot patterns before they become problems; reduce friction across the business
What They're Looking For.
Must Have
Proven experience leading or mentoring a Service Desk or IT support team in a lead capacity, with hands-on technical involvement, 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 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
What You'll Do.
own the day-to-day IT support experience for Mollies across our European offices
lead a team of Service Desk technicians
set the standard for quality and ownership
actively shape how IT support operates
primary escalation point for complex end-user issues
spot patterns before they become problems
drive improvements that reduce friction across the business
manage onboarding and offboarding
manage SLA performance
manage knowledge management
scale IT support with Mollie
build a high-performing Service Desk operation in Amsterdam with SLA adherence
clear ticket ownership
and consistent support quality
secure onboarding and offboarding processes for employees across multiple European offices
raise technical capability
customer service quality
and operational ownership through coaching
improve internal documentation
troubleshooting guides
provide regular operational reporting on ticket trends
and customer satisfaction
implement process improvements and automation opportunities
How You'll Work.
Team & Collaboration
lead a team of Service Desk technicians; support distributed teams across multiple offices or countries; collaboration with teams and stakeholders
Communication Scope
communication skills across time zones
Applying for this IT Service Desk Lead role?
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