.Ebury is a hyper-growth FinTech firm, named in as one of the top 15 European Fintechs to work for by AltFi. We offer a range of products including FX risk management, trade finance, currency accounts, international payments and API integration.IT Service Desk ManagerMadrid Office - Hybrid: 4 days in the office, 1 day working from homeEbury is a Global FinTech: we apply new technologies to enhance and automate financial services and processes. This allows small and medium-sized businesses to trade and transact internationally by eliminating boundaries related to more traditional banking. We're breaking down the barriers set by incumbent banks to accelerate cross-border trade. Be part of our mission.Are you ready to be an Eburian? The IT Service Desk is the central point of contact for IT queries from all Ebury permanent or contract staff and departments. The Service Desk strives to set the standard of behaviour for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs and inform IT Services objectives. The successful candidate will have a proven track record of leadership in IT support, a strong knowledge of ITSM best practices, and an unyielding commitment to user satisfaction.PositionThe Service Desk Manager is a key role, tasked with managing a team of Service Desk Engineers in several global locations. The post holder is responsible for overseeing the day-to-day effectiveness of service provision and ensuring that service level targets are met. The post holder is expected to work effectively within a small team, working closely with Service Desk Engineers in order to drive service improvements. They will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests.This role requires the ability to develop effective working relationships with colleagues within and beyond IT Services, in order to ensure that a consistent, high-quality service is delivered by the Service Desk. This is a hands-on, fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge and experience.Duties/Areas of ResponsibilityOversee the daily operations of the IT Service Desk, ensuring efficient and effective technical support is provided to users.Supervise, mentor, and develop Service Desk staff, fostering a culture of continuous improvement and professional growth.Develop and implement Service Desk policies, procedures, and processes to ensure alignment with ITSM best practices and company objectives.Manage the Service Desk team's performance, setting objectives, conducting performance reviews, and organising training sessions as needed.Lead incident and problem management processes, ensuring timely resolution and minimal business impact
