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. 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 bonusthat 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. CentralOffice: 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! About Us Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector.Founded in 2009, we are headquartered in London and have more than 1700 staff with a presence in more than 29 markets worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Vancouver to Auckland, we enjoy sharing team experiences and celebrating success across the Ebury family.Hard work pays off: in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 1000 Europe's Fastest-Growing Companies.None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector.At Ebury, we’re committed to building a workplace where everyone feels valued, supported, and empowered to thrive. We’re proud to have active employee networks and ESG initiatives that reflect our inclusive culture, including our Women’s Network, LGBTQIA+ Network, and Veterans Network. These communities provide spaces for connection, mentorship, advocacy, and collaboration across our global teams. We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to help write our future. Please submit your application on the careers website directly, uploading your CV / resume in English.