.Ebury is a hyper-growth FinTech firm, named 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.Position: IT Service Desk ManagerLocation: Madrid Office - Hybrid (4 days in the office, 1 day working from home)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.Responsibilities: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
