IT Service Desk Lead

Requirements

• 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

What you'll be doing

• 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

Perks and benefits

• Regular feedback and performance reviews for personal development
• Fair and transparent salary reviews
• Opportunities to move into new roles or take on new projects
• Tools, trust, and opportunities to grow your career