IT Service Desk Manager

Service Desk Manager

Madrid Office - Hybrid: 4 days in the office, 1 day working from home

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.

The team act as customer champions, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help.

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


• Ad-hoc travel to remote Ebury locations is required, as necessary

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