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 Malaga 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 bonus**that 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. * **Central****Office: 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.*