IT Service Desk Lead, Mollie
Payment service provider
Job no longer available
Payment service provider
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To make payments and money management effortless for every business in Europe.
Role
Who you are
- Proven experience leading or mentoring a Service Desk or IT support team in a 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
What the job involves
- As IT Service Desk Lead, you'll own the day-to-day IT support experience for Mollies across our European offices — starting from Amsterdam
- This isn't a traditional ticket-management role
- You'll 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
- You'll 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, you'll have real influence over how IT support scales with Mollie — and the autonomy to make it better
- 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
Application process
- Apply with your CV (in English)
Our take
Mollie, an Amsterdam-based startup, enables businesses to integrate payment methods into websites or apps via an API, improving upon the difficult options offered by traditional banks. Focused on the SMB market, Mollie serves over 120,000 businesses, including Deliveroo, Unicef, and Acer.
2021 funding supported international expansion and the launch of Mollie Capital in the UK, providing SME merchants with quick and flexible funding up to £250,000. This service has already provided over €50 million in loans to more than 5,000 SMEs in Europe.
In 2023, Mollie reported a 36% increase in net revenue to €99 million, driven by larger customers and new products. Operational costs fell by 30% due to AI-driven efficiencies and the launch of MollieGPT for customer support. With continued international expansion and innovative products, Mollie aims to simplify financial processes for businesses of all sizes.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
76% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2021
$756.2m
SERIES C
Sep 2020
$106m
SERIES B
Total funding: $890.6m
Company benefits
- Noise cancelling headphones
- MacBook
- Birthday off
- Complimentary baby days
- 20 days working from abroad
- 25 holiday days
- Commute reimbursement
- Work from home budget
- Bike lease plan
- Internet allowance
- In-office lunch
- Wellbeing program
- Pension contribution
- Health insurance
- Bonus scheme
- Equity plans
- Referral bonus
- Learning platform
- Mentor program
Company HQ
Grachtengordel-West, Amsterdam, Netherlands
Leadership
Koen Köppen
(CEO)Previously worked at Klarna in roles including Director of Global Solutions, VP of Product, and CTO.
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