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 2009, we’ve grown to a diverse team of over 1,700 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 1,900+ 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.