IT Support Lead

<div class="content-intro"><p>At Catawiki, every day brings the extraordinary! Whether it’s <a href="https://www.catawiki.com/en/c/583-sports-memorabilia">Daniel Ricciardo’s Formula 1 Car</a>, a <a href="https://www.catawiki.com/en/c/579-fossils">Woolly Mammoth’s Skeleton</a>, <a href="https://www.catawiki.com/en/l/10035805">Lady Gaga's Jumpsuit</a> or <a href="https://www.catawiki.com/en/c/583-sports-memorabilia">Usain Bolt’s running shoe</a>, we encounter exceptional objects every day.</p> <p>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.</p> <p>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.</p> <ul> <li>Taking ownership and driving impact </li> <li>Being open to change and feedback</li> <li>Being passionate about our mission and our customers. </li> </ul></div><h3><strong>About the role</strong></h3> <p>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.</p> <p>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.</p> <p>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.</p> <p> </p> <h3><strong>What you’ll do</strong></h3> <ul> <li style="font-weight: 400;"> <p><strong>IT Support Leadership & Employee Experience</strong></p> <ul> <li>Lead the daily IT support operation, ensuring incidents and requests are prioritised, tracked, communicated, and resolved effectively.</li> <li>Provide hands-on support across hardware, software, identity, access, network, and collaboration tools.</li> <li>Serve as an escalation point for complex technical issues and employee-impacting incidents.</li> <li>Establish and maintain high standards for IT support quality, responsiveness, documentation, and customer experience.</li> <li>Coach, mentor, and support IT colleagues, helping them develop their technical skills and adopt consistent ways of working.</li> <li>Monitor support trends, service levels, recurring issues, and employee feedback to identify improvement opportunities.</li> <li>Build and maintain a knowledge base of technical documentation, how-to guides, and FAQs.</li> <li>Proactively improve the employee IT experience through scalable processes, automation, and user-friendly solutions.</li> <li>Help ensure a smooth and consistent employee experience throughout onboarding, internal transfers, and offboarding.</li> </ul> <p><strong>IT Systems Support & Service Operations</strong></p> <ul> <li>Act as the primary operational contact for employees requiring support with core IT systems and workplace technology.</li> <li>Support the day-to-day operation