Job Description

As the IT Service and Support Manager, you will be the service owner for End-User Computing, Service Desk functions and take a lead over some of our ITSM processes and service reporting. Your primary objectives will include developing and enhancing the Digital Employee Experience (DEX) at EMBL-EBI, ensuring staff have the tools and support needed to perform world-class science.

You will lead a growing team of IT professionals and play a key role in shaping the future of enterprise IT at EMBL.

Your responsibilities will include:

Service Ownership & Digital Experience: Act as the accountable owner for the Service Desk and Desktop Support services. Champion the Digital Employee Experience by defining and reporting on Key Performance Indicators (KPIs) and customer satisfaction metrics to drive continuous service improvement.

Team Leadership & Management: Be the line manager for members of the Service Desk team. Responsible for team building, recruitment, performance reviews, training, and professional development of team members.

Strategic Contribution & Planning: Contribute to the pan-EMBL Enterprise IT strategy, particularly regarding user-facing services. Gather user feedback and represent front-line support needs in strategic discussions to ensure new solutions are fit for purpose.

Governance for IT-wide ITSM processes: including our incident, problem, change and major incident processes and service reporting.

Pan-EMBL Collaboration: Work closely with IT counterparts at other EMBL sites to align on support processes, standardise toolsets, and deliver a consistent user experience across the entire organisation.

Enterprise Application Support: Oversee the front-line support for a growing portfolio of enterprise-level SaaS and cloud applications (e.g., AI productivity tools, collaboration suites). Develop processes for user onboarding, license management, and tiered support.

Automation & Efficiency: Identify opportunities for automation of repetitive tasks using scripting and modern tools to improve team efficiency, reduce incoming and repeat ticket volumes, and enhance user self-service capabilities.

Asset & Knowledge Management: Oversee the full lifecycle of end-user hardware and software assets, from procurement and deployment to retirement. Champion the development and maintenance of the IT knowledge base to empower users and streamline support processes.

Stakeholder & Vendor Engagement: Act as a primary point of contact for our user community and manage relationships with key hardware and software vendors, including contract negotiation and performance monitoring.

You have (Requirements)

• Significant experience managing and leading a customer-facing IT support team, ideally in a scientific or academic research environment.
• A strong background in IT Service Management (ITSM), with demonstrable experience using frameworks like ITIL, tools such as ServiceNow.
• Extensive experience supporting users in a complex, multi-platform environment (Windows, macOS, Ubuntu or Ubuntu Linux) using modern endpoint management platforms (e.g., Intune, Jamf).
• Proven experience in supporting and managing in a Microsoft based workplace eco-system.
• Proven experience in supporting and managing licenses for, enterprise-level cloud and SaaS applications (e.g., M365, Google Workspace, Slack, Zoom, WorkDay, ServiceNow).
• A strategic mindset, with experience contributing to service improvement initiatives and technology roadmaps.
• Experience with vendor management for hardware procurement and support escalations.

Behaviours we look for in our team

• Excellent communication and stakeholder management skills, with a proven ability to engage effectively at all levels in an international environment.
• A strategic mindset & a manager who inspires their team!

Apply now! Benefits and Contract Information

• Financial incentives: depending on circumstances, monthly family/marriage allowance of £278 monthly child allowance of £336 per child. Non resident allowance up to £579 per month. Annual salary review, pension scheme, death benefit, long-term care, accident-at-work and unemployment insurances
• Hybrid working arrangements
• Private medical insurance for you and your immediate family (including all prescriptions and generous dental & optical cover)
• Generous time off: 30 days annual leave per year, in addition to eight bank holidays
• Relocation package including installation grant (as applicable)
• Campus life: Free shuttle bus to and from work, on-site library, subsidised on-site gym and cafeteria, casual dress code, extensive sports and social club activities (on campus and remotely)
• Family benefits: On-site nursery, child sick leave, generous parental leave, holiday clubs on campus and monthly family and child allowances
• Contract duration: This position is a 3 year contract renewable up to 9 years
• Salary: Monthly salary starting at £4,825 after tax but excl. pension & insurances) + benefits (Total package will be dependent on family circumstances) 
• International applicants: We recruit internationally and successful candidates are offered visa exemptions. Read more on our page for international applicants.
• Diversity and inclusion: At EMBL-EBI, we strongly believe that inclusive and diverse teams benefit from higher levels of innovation and creative thought. We encourage applications from women, LGBTQ+ and individuals from all nationalities.
• Job location: This role is based in Hinxton, near Cambridge, UK. You will be required to relocate if you are based overseas and you will receive a generous relocation package to support you.

How to Apply

To apply, please submit a covering letter and CV via our online system. Applications will close on 29/01/2026

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 80,000 - 100,000.

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