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# IT Service Desk Manager

- **Company:** Ebury
- **Location:** Madrid, Spain (Remote available)
- **Contract:** Permanent contract
- **Skills:** JIRA, Cloud Computing, IT Management, Networking Basics, Information Technology, Gsuite
- **Published:** July 17, 2026
- **Apply:** https://www.adzuna.es/contact-us.html

## About the Role

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

## Description

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., 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


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