IT Support Lead

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

• 3–5 years of experience in IT support, workplace technology, IT operations, or a related field.
• Experience leading, mentoring, or managing people, ideally with 2–3 years in a team-lead or people-management capacity.
• A track record of combining hands-on technical support with operational ownership and team leadership.
• Strong experience supporting users across macOS, Google Workspace, Slack, Jira, Okta, Jamf, and related workplace technologies.
• Experience managing the employee IT lifecycle, including onboarding, offboarding, access requests, and equipment provisioning.
• Experience with mobile connectivity, eSIM administration, telecom providers, or related IT services is a strong advantage.
• Experience managing IT assets, inventory, logistics, vendors, and office technology.
• Ability to work effectively within established processes for system changes, access management, and incident escalation.
• A practical understanding of IT security principles, device compliance, access controls, and incident response.
• Strong organisational skills and the ability to prioritise effectively in a fast-paced environment.
• Excellent problem-solving skills, with a focus on root-cause analysis and sustainable solutions.
• A customer-focused mindset and the ability to build trust with employees at all levels.
• Strong communication and stakeholder-management skills in English, both written and verbal. Additional Portuguese language skills are a plus.
• The ability to coach and support colleagues, share knowledge, and create clarity in a changing environment.
• A proactive, resilient, and collaborative approach, with a strong sense of ownership.
• A hands-on mentality and willingness to be physically present in the office four days a week.
• A passion for learning and staying current with emerging IT, security, and workplace technology trends.