IT Service Desk Lead

Build with us
Since 2004 weve had one clear goal: to make payments and money management effortless for every business in Europe. Today more than 300000 companies use Mollie to get paid manage money and grow with products designed to be simple scalable and dependable. With 950 Mollies across 14 locations we care deeply about autonomy and craft. So we work in small teams with real ownership and we trust you to make the right decisions. Were building for the long term so we provide the tools you need processes you can rely on and a balanced work environment to help you do work youre proud of. Sound like your kind of place Lets build together.

Your impact
As IT Service Desk Lead youll own the day-to-day IT support experience for Mollies across our European offices starting from Amsterdam. This isnt a traditional ticket-management role. Youll lead a team of Service Desk technicians set the standard for quality and ownership and actively shape how IT support operates across a fast-growing international fintech. The work you do directly enables hundreds of people to stay focused productive and unblocked.

Youll be the primary escalation point for complex end-user issues the person who spots patterns before they become problems and the one who drives the improvements that reduce friction across the business. From onboarding and offboarding to SLA performance and knowledge management youll have real influence over how IT support scales with Mollie and the autonomy to make it better.

What youll ship

• A high-performing Service Desk operation in Amsterdam with strong 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

What youll bring

• Proven experience leading or mentoring a Service Desk or IT support team in a senior or lead capacity with hands-on technical involvement

• Strong 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 strong 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

Grow your way
At Mollie growth is personal. We believe everyone should have the chance to develop their skills explore new challenges and shape their career on their own terms.

Youll get regular feedback and performance reviews to support your development with fair and transparent salary reviews along the way. Many Mollies move into new roles or take on new projects to stretch themselves and we actively hire from within to help you take the next step.

No matter if youre aiming for promotion exploring a different career path or building new skills youll be supported with the tools trust and opportunities to grow your way.

Unlock your full potential and join us to eliminate financial bureaucracy

If youre excited by the idea of building whats next for yourself and for thousands of businesses across Europe wed love to hear from you. Apply with your CV (in English) using the form below.

Want a peek behind the scenes Check out what life at Mollie is really like.

AI at Mollie

We believe in Always Be Shipping and AI brings that philosophy to life across every team every role every day.

AI is core to how we build. It helps us move faster simplify work and make smarter decisions creating real impact for the businesses we serve. Were looking for people who are excited to use AI to shape the future of finance with us.