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Catawiki is a curated marketplace for special objects, with over 25 million items sold and 100,000+ unique items auctioned weekly. The company operates globally with 800+ employees across 60+ nationalities.
As IT Support Lead, you will lead the day-to-day IT support function, ensuring employees receive timely and effective technical assistance while driving continuous process improvements and service excellence. This is a hands-on leadership role that combines technical support delivery, operational ownership, team development, and stakeholder management. You will remain closely connected to frontline support while helping your team work consistently and effectively.
Key Responsibilities:
IT Support Leadership & Employee Experience: Lead daily IT support operations, prioritizing and resolving incidents and requests effectively. Provide hands-on support across hardware, software, identity, access, network, and collaboration tools. Serve as escalation point for complex technical issues. Establish high standards for support quality, responsiveness, and documentation. Coach and mentor IT colleagues on technical skills and consistent ways of working. Monitor support trends and employee feedback to identify improvements. Build and maintain technical documentation and knowledge bases. Oversee the complete employee IT lifecycle from onboarding through offboarding.
IT Systems Support & Service Operations: Act as primary operational contact for employees needing support with core IT systems and workplace technology. Support day-to-day operations of Okta, Google Workspace, Slack, Jira/Confluence, Jamf, and other business applications. Handle user-facing support, troubleshooting, access requests, and issue escalation. Execute approved operational tasks including user provisioning, access changes, device enrollment, and software deployment. Escalate complex platform issues with clear documentation. Support testing and rollout of system changes and upgrades. Manage eSIM services including provisioning, activation, replacement, and lifecycle administration. Maintain relationships with eSIM providers.
IT Operations, Inventory & Logistics: Own IT asset management including procurement, inventory, allocation, repairs, and lifecycle management. Maintain accurate records of laptops, mobile devices, accessories, eSIMs, and software licenses. Coordinate equipment delivery, collection, storage, repairs, and secure disposal. Manage relationships with hardware, software, and logistics providers. Track orders, deliveries, stock levels, warranties, and supplier performance. Support office technology including Wi-Fi, printers, meeting-room equipment, and conference-room AV. Coordinate IT projects such as office moves and technology rollouts.
Security, Compliance & Risk Management: Enforce IT security policies, standards, and procedures. Maintain controls around identity, access, devices, software, and company data. Respond to and remediate security incidents and vulnerabilities in collaboration with IT and security teams. Support access reviews, device compliance checks, and audits. Promote security awareness among employees. Ensure IT processes align with compliance and data-protection requirements.
Service Improvement & Stakeholder Management: Develop and improve IT support processes, workflows, and operating procedures. Use support data and employee feedback to identify recurring issues and improvements. Partner with IT and business stakeholders on system changes and technology rollouts. Communicate clearly during incidents and service disruptions. Contribute to IT planning by providing frontline insights. Help create scalable IT services as the company grows.
Requirements:
- 3–5 years of experience in IT support, workplace technology, IT operations, or related field
- 2–3 years of experience leading, mentoring, or managing people
- Track record 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 (onboarding, offboarding, access requests, equipment provisioning)
- Experience with mobile connectivity, eSIM administration, and telecom providers (strong advantage)
- Experience managing IT assets, inventory, logistics, vendors, and office technology
- Practical understanding of IT security principles, device compliance, access controls, and incident response
- Strong organizational skills and ability to prioritize in fast-paced environment
- Excellent problem-solving skills with focus on root-cause analysis
- Customer-focused mindset and ability to build trust with employees at all levels
- Strong communication and stakeholder-management skills in English (written and verbal); Portuguese language skills a plus
- Ability to coach and support colleagues and share knowledge
- Proactive, resilient, and collaborative approach with strong sense of ownership
- Hands-on mentality and willingness to be physically present in office four days per week
- Passion for learning and staying current with emerging IT, security, and workplace technology trends
