IT Service Support Manager

Ebury is a global fintech firm dedicated to empowering businesses to expand internationally through tailored and forward-thinking financial solutions. Since our founding in , we’ve grown to a diverse team of over 1, professionals across 40+ offices and 29+ markets worldwide. Joining Ebury means becoming part of a collaborative and innovative environment where your contributions are valued. You’ll play a key role in shaping the future of cross-border finance, while advancing your own career in a dynamic, high-growth industry. IT Service Support Manager Ebury Madrid Office - Hybrid: 4 days in the office, 1 day working from home per week Reporting to: Director of IT Services The Role As the IT Service Support Manager , you will be a key leader in our IT team, responsible for ensuring the efficient, high-quality delivery of IT support services to all 1,+ global employees. You will champion the ITIL framework and drive a culture of continuous service improvement, customer focus, and operational rigor in a fast-paced, cloud-first FinTech environment. Key Responsibilities Service Delivery & ITIL Management (Essential) Process Ownership: Act as the Process Owner for Incident Management and Request Fulfilment, ensuring all processes strictly adhere to ITIL best practices. SLA/KPI Management: Define, monitor, and report on critical metrics (e.g., First Call Resolution, Average Resolution Time, CSAT) and proactively implement measures to exceed targets. Major Incident Management: Act as the primary escalation point for high-priority incidents, driving timely resolution in coordination with Application Support, Network, and Telecoms teams. Continuous Improvement: Lead the Continual Service Improvement (CSI) program, identifying automation opportunities and driving "shift-left" initiatives. Team Leadership & Development Global Team Management: Lead, mentor, and develop a multi-site, multi-cultural team of Service Desk Analysts to ensure global coverage and high morale. Performance Management: Conduct regular 1:1s, performance reviews, and training needs assessments to foster a high-performing culture. Knowledge Management: Own the IT Knowledge Base (KB), ensuring all operational procedures and technical documentation are accurate and accessible. Technical & Operational Oversight Tooling: Serve as the 'Super User' and administrator for the ITSM platform and remote support tools. Technology Oversight: Ensure effective support for Google Workspace, core SaaS platforms, end-user computing (Windows/macOS/ChromeOS/Linux), and collaboration tools. Asset Management: Oversee the IT Asset Management (ITAM) process, ensuring accurate inventory and lifecycle control across all offices. Stakeholder Communication: Manage all service-related communications, including planned maintenance and outage notifications. Global Engagement & Project Management International Travel: Occasional travel to remote offices and European hubs to meet with local IT teams and key business stakeholders. Project Leadership: Manage the local implementation of global IT projects (e.g., new office setups, security enhancements). Relationship Building: Develop strong working relationships with regional business leaders to align Service Desk efforts with local priorities. Essential Skills & Experience Requirement Description Certifications ITIL Foundation is essential ; Intermediate or Expert certifications are preferred. Experience 4+ years managing a Service Desk team, preferably in a global organization. ITSM Tools Hands-on expertise administering and optimizing modern ITSM platforms. Global Support Experience managing service delivery across multiple international sites. Technical Breadth Knowledge of cloud-first environments, identity management (Google Workspace), and endpoint security. Leadership Exceptional coaching and team-building skills with a focus on customer empathy. Communication Excellent written and verbal skills; ability to engage with senior stakeholders. Why Ebury? Competitive Starting Salary with an annual discretionary bonus that truly rewards your performance from day one. Dedicated Mentorship: Learn directly from experienced managers who are invested in your success. Cutting-Edge Technology: Leverage state-of-the-art tailor made tools and systems that enable you to perform at your best. Clear, Accelerated Career Progression: Defined pathways to leadership and specialist roles within Ebury. Dynamic & Supportive Culture: Work in a collaborative environment where teamwork and personal growth are prioritized. Generous Benefits Package: Access competitive benefits tailored to your location, which typically include health care and social benefits. Central Office: A fantastic location with excellent transport links. Ready to launch your career with a global FinTech? Click the ‘Apply’ Today and discover your potential at Ebury