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 Managemen t: 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! Other helpful information Hybrid Working: At EMBL-EBI we are pleased to offer hybrid working options for all our employees. Our team is hands on supporting our administrative, technical and scientific teams so we would like someone who would want to spend the majority of their time working from the office Interviews : We plan to hold introductory meetings with selected candidates remotely, following this we plan to hold panel interviews remotely from week commencing 23 February 2026. Contract length: 3 years (renewable up to 9 years) Salary : Grade 8 monthly salary starting at £4,825 per month after tax but excluding pension and insurance contributions. Plus generous benefits. Why join us Do something meaningful At EMBL-EBI you can apply your talent and passion to accelerate science and tackle some of humankind's greatest challenges. EMBL-EBI, part of the European Molecular Biology Laboratory, is a worldwide leader in the storage, analysis and dissemination of large biological datasets. We provide the global research community with access to publicly available databases and tools which are crucial for the advancement of healthcare, food security, and biodiversity. Join a culture of innovation We are located on the Wellcome Genome Campus, alongside other prominent research and biotech organisations, and surrounded by beautiful Cambridgeshire countryside. This is a highly collaborative and inclusive community where our employees enjoy a relaxed atmosphere. We are committed to ensuring our employees feel valued, supported and empowered to reach their professional potential. Watch this video to see how EMBL-EBI makes an impact. Enjoy lots of benefits: Financial incentives: Monthly family, child and non-resident allowances, annual salary review, pension scheme, death benefit, long-term care, accident-at-work and unemployment insurances Flexible working arrangements - including hybrid working patterns 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 public holidays Relocation package including installation grant (if required) 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, 10 days of child sick leave, generous parental leave, holiday clubs on campus and monthly family and child allowances Benefits for non-UK residents: Visa exemption, education grant for private schooling, financial support to travel back to your home country every second year and a monthly non-resident allowance. For detailed information please visit our employee benefits page here. What else you need to know International applicants: We recruit internationally and successful candidates are offered visa exemptions. Please take a look at our International Applicants page for further information. EMBL is a signatory of DORA. Find out how we apply DORA principles to our recruitment and performance assessment processes here. Diversity & Inclusion: At EMBL-EBI, we believe that diverse teams drive innovation and scientific excellence. We encourage applications from candidates of all genders, identities, nationalities, and/or any other diverse backgrounds. How to apply: To apply please submit a cover letter and a CV through our online system. Applications will close at 23:59 CET on the date shown below. We aim to provide a response within two weeks after the closing date. Closing Date 29/01/2026