> Markdown version of [/jobs/ext/1384756-it-service-support-manager](https://www.wearedevelopers.com/jobs/ext/1384756-it-service-support-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Support Manager - **Company:** Ebury Malaga - **Location:** Barcelona, Spain (Remote available) - **Salary:** €19,000.0 - €21,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), Apple Mac Systems, Chrome OS, Software as a Service, Collaborative Software, Linux, Identity and Access Management, Knowledge Management, Remote Service Software, Information Technology, Gsuite - **Published:** July 22, 2026 - **Apply:** https://www.adzuna.es/contact-us.html ## About the Role 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. ## Description 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., 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, Volver a la última búsqueda Trabajos ) IT Service Support Manager ( volver a la última búsqueda Recibir ofertas similares por correo electrónico No gracias, llévame a la oferta de empleo Al crear una alerta, aceptas nuestros Términos y condiciones y Política de privacidad, y el uso de cookies. Inscribirse en esta oferta Profesiones # Técnico # Recepciónista # Administrador # Ventas # Enfermero # Limpieza # Mantenimiento # Telefonista # Compras # Recursos humanos Tipo de trabajo # Desde casa # Estudiantes # Online # Trabajos Verticales # En inglés # Teletrabajo # Media jornada Empresas # Sitly # Accenture # Superprof # Amazon # Telefónica Ciudades # Madrid # Barcelona # Valencia # Sevilla # Bilbao # Málaga # Zaragoza # Las Palmas # Murcia # Buscar ofertas # Enviar feed # API # Sobre nosotros # Trabaja con nosotros # Contacto # Privacidad # Términos y Condiciones ## Related Videos - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [The Memory Leak That Ate Our Cluster: A Postmortem](https://www.wearedevelopers.com/videos/2057-the-memory-leak-that-ate-our-cluster-a-postmortem) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [The 2026 Talent Pivot: Essential Trends for an Evolving Workforce](https://www.wearedevelopers.com/videos/100098-the-2026-talent-pivot-essential-trends-for-an-evolving-workforce) - [Extensionator - Rise of the Chromium](https://www.wearedevelopers.com/videos/119-extensionator-rise-of-the-chromium) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)