IT Service Desk Lead

Mollie is building products that make payments and money management effortless for businesses across Europe. More than 250,000 companies use Mollie to get paid, manage money and grow with products designed to be simple, scalable, and dependable. With 950+ employees across 14+ locations, Mollie works in small teams with real ownership, supported by reliable processes and a balanced work environment.

Your impact

As IT Service Desk Lead, you'll own the day-to-day IT support experience for Mollies across 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.

What you'll 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 you'll bring

• 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

Grow your way

At Mollie, growth is personal. The company believes everyone should have the chance to develop their skills, explore new challenges and shape their career on their own terms.

You'll get regular feedback and performance reviews to support your development, with fair and transparent salary reviews along the way. Many employees move into new roles or take on new projects to stretch themselves, and Mollie actively hires from within to help people take the next step.

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

AI at Mollie

AI is core to how Mollie builds. It helps teams move faster, simplify work and make smarter decisions, creating real impact for the businesses served. Mollie is looking for people who are excited to use AI to shape the future of finance.

Benefits

20 days working from abroad

Enjoy the flexibility to work from abroad for 20 days a year (excluding high risk countries).

Wellbeing Budget

Enjoy €60 per month net towards taking care of yourself.

Lifestyle and Health Support

Reach out for coaching and support whenever you need it via OpenUp.

26 holiday days

Time to relax, plus an extra 2 days off between 27 and 31 December.

Commute options

Receive an NS Business Card and participate in the bike lease plan.

Birthday off

It’s your special day — why spend it at the office?

WFH Equipment Budget

One-off budget of €400 for new hires.

Hybrid working

With WFH and internet allowance at €60 a month.

Discounted Lunch

Hot and cold meals plus snacks available each day for less than €4, and you only pay when you use the service.

Health Insurance

Insure with ONVZ or receive €125 net towards your own insurance.

Annual Mollieverse event

All Mollies get together, connect and have fun.