IT Support Team Lead (EMEA)

• As Team Lead, IT Support, EMEA, you will be based in our Amsterdam office, stepping into a role to build and lead a best-in-class regional support function. You will manage a distributed team of nine across three different offices (Amsterdam, Madrid & London) to elevate the overall IT support experience. The scope of this role is to improve the overall IT experience in all our offices worldwide
• You will combine strong people leadership with a strategic mindset, crafting the short- (1 year) and medium- (1-3 years) vision for the team while automating processes, partnering with regional (senior) management, and driving technical excellence. You are a hands-on manager helping out with support if needed
• Set the Vision: Drive the technical direction of the team by developing and executing short-term (1 year) & medium-term (1-3 years) support strategies aligned with global business goals
• People Leadership: Supervise, guide, and mentor a distributed team of nine support engineers varying in their seniority
• Drive Performance: Set clear individual and team goals, delegate tasks effectively, and manage performance using Adyen’s leadership framework: Empower, Care, Act, Scale
• Culture Carrier: Foster a global, inclusive mindset. Cultivate a growth-oriented environment where open, direct feedback is exchanged and the Adyen Formula is exemplified
• Operational Excellence: Deliver a best-in-class support experience for the EMEA region, ensuring high standards of technical resolution and internal customer service
• Automation & Process Improvement: Actively identify opportunities to eliminate toil by automating repetitive tasks and continuously improving internal IT systems and workflows
• Project Delivery: Coordinate the planning, scoping, and agile execution of support improvement projects. Monitor progress, manage timelines and budgets, and aggressively unblock your team to ensure delivery
• Technical Guidance: Make the right architectural and tooling decisions to support your team, ensuring technology choices fit into the broader business strategy
• Stakeholder Management: Partner closely with regional (senior) management, translating business needs and improvement points into highly actionable technical projects
• Cross-Team Synergy: Work seamlessly alongside Business Enablement, HR, Compliance, Procurement, and Workplace Experience to ensure a flawless end-to-end employee experience
• Vendor Relations: Maintain and develop strong relationships with crucial external vendors and partners
• Influence & Alignment: Navigate conflicting priorities and build trusted partnerships across time zones

Benefits

• Global exchange program
• Weekly happy hour
• Delicious healthy lunches
• Phantom share package
• Yearly trip to Amsterdam
• Paid holidays
• Work from home opportunities- Talent Developer: Proven ability to recruit top talent, manage performance, and get the absolute best out of each team member through coaching and mentorship
• Organizational Awareness: You possess strong business acumen and know how to empower your team in their day-to-day stakeholder interactions
• Experience: 2-5+ years of people management and leadership experience in IT Support, engineering, or similar technical environment
• Support & Automation: Hands-on knowledge of ticket management systems, data analysis, and a proven track record of using scripting/automation to reduce manual workloads
• AV & Infrastructure: Strong technical understanding of meeting room equipment (Logitech, Zoom Rooms), Event Spaces/All-hands areas, and monitoring/observability tools like Grafana
• Core Systems: Deep administrative experience with cloud tools and identity providers (Google Workspace, Okta, Jamf, Slack) and robust experience managing MacOS environments
• Requires a strong in-office presence to foster team collaboration, with the ability to manage a distributed team across EMEA effectively
• Fluent in English (written and spoken) with excellent, sharp communication skills
• Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application!- Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role