IT Support Lead

About the job

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 rollouts, and infrastructure improvements.
• Security, Compliance & Risk Management
• Help enforce IT security policies, standards, and procedures across the organisation.
• Maintain strong controls around identity, access, devices, software, eSIMs, and company data.
• Respond to and remediate security incidents, alerts, and vulnerabilities in collaboration with the broader IT and security teams.
• Support access reviews, device compliance checks, audits, and vulnerability assessments.
• Promote security awareness and help employees adopt secure working practices.
• Ensure IT processes are documented and aligned with relevant compliance and data-protection requirements.
• Escalate potential security risks promptly and help ensure appropriate follow-up actions are completed.
• Service Improvement & Stakeholder Management
• Develop and improve IT support processes, workflows, service catalogues, escalation paths, and operating procedures.
• Use support data and employee feedback to identify recurring issues and improvement opportunities.
• Partner with IT and business stakeholders on system changes, process improvements, and technology rollouts.
• Communicate clearly during incidents, changes, and service disruptions, keeping stakeholders informed.
• Contribute to IT planning and prioritisation by providing insight from day-to-day employee support.
• Help create a consistent and scalable IT service as Catawiki continues to grow.
• Promote a culture of ownership, collaboration, knowledge sharing, and continuous improvement.

What you’ll bring