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 Manager
Madrid Office - Hybrid: 4 days in the office, 1 day working from home
Ebury 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.
Position
The 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 Responsibility Oversee 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.Create and analyse Service Desk reports to track trends, identify areas for improvement, and report on key performance indicators (KPIs).Collaborate with IT management and other departments to align Service Desk activities with broader IT strategies and initiatives.Coordinate with vendors and third-party service providers to ensure seamless support and problem resolution.Promote a customer-centric approach and ensure the highest levels of user satisfaction through service improvement initiatives.Required Technical Experience Advanced IT methodologies.Good level of Security and Networking principles.Google Workspace.Jira Service Management and Software.Cloud telephony solutions.Cloud networking technologies.Desirable Skills, Experience and Qualifications Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).A minimum of 5 years of experience in IT support with at least 2 years in a supervisory or management role.Certifications such as ITIL or similar are highly desirable.Extensive knowledge of IT support systems and helpdesk software.Proven track record of leading and managing teams in a dynamic environment.Excellent communication and interpersonal skills, with an emphasis on customer service.Strong analytical and problem-solving abilities.Ability to work well under pressure and manage multiple priorities.Experience with project management and service improvement initiatives.Experience of working effectively within a team and collaborating with others to achieve shared goals.Ability to produce management information reports from ITSM systems.Experience of developing professional and effective working relationships with customers and key stakeholders.About Us
Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector. Founded in , we are headquartered in London and have more than staff with a presence in more than 25 countries worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Bucharest to Toronto, we enjoy sharing team experiences and celebrating success across the Ebury family. Hard work pays off: in , Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 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. 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.
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