IT Support Lead, Catawiki
Salary not provided
Apply with an English CV and Cover Letter
macOS
Okta
JIRA
Confluence
Slack
Google Workspace
Mid and Senior level
Remote from Netherlands
Online auctioning for special objects
Be an early applicant
Online auctioning for special objects
501-1000 employees
B2CB2BLifestyleMarketplaceArtCommunityeCommerce
Be an early applicant
Salary not provided
Apply with an English CV and Cover Letter
macOS
Okta
JIRA
Confluence
Slack
Google Workspace
Mid and Senior level
Remote from Netherlands
501-1000 employees
B2CB2BLifestyleMarketplaceArtCommunityeCommerce
Company mission
To provide an exciting and seamless experience to customers for buying and selling special, hard-to-find objects.
Role
Who you are
- 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
- By applying, you agree to Catawiki’s Applicant Privacy Policy. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply anyway. You may be just the right candidate for this or other roles
What the job involves
- 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
- 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
- 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
- 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
- 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
- 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
Our take
In the past, it was only possible to purchase special items such as rare coins, antiques, and vintage cars at auctions held at physical locations. These days, many people prefer online auctions, but whilst they provide a wider range of objects for sale, this comes at the cost of proper pricing and quality control. Catawiki provides an expert-regulated online auctioning marketplace where users can browse and bid for special objects easily via the web or mobile app.
The objects listed on Catawiki are curated, valued, and verified by in-house experts, with over 100,000 objects passing through the marketplace every week. In this approach, the company has combined the community knowledge found at traditional auctions with the benefits of digital auctioning platforms, occupying a space that has long remained empty, and avoiding competition from bidding marketplace giants such as eBay.
Catawiki has received good funding in the past, which contributed to it becoming the success it is today. A recent venture has seen the company expand to serve artisanal artists with its handmade products auction series.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
2% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Dec 2020
$170.7m
GROWTH EQUITY VC
Jul 2015
$85.4m
SERIES C
Total funding: $267.4m
Company HQ
Westelijk Havengebied, Amsterdam, Netherlands
Leadership
Ravi V.
(CEO)Ravi joined Catawiki in 2017 as Chief Demand Officer, becoming CEO in 2018. Prior to this, they were Chief Marketing & Business Officer at HOOQ and spent 4 years at Flipkart as VP of Marketing and CEO.
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