> Markdown version of [/jobs/ext/1687049-it-support-manager](https://www.wearedevelopers.com/jobs/ext/1687049-it-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 Support Manager - **Company:** Remotestar - **Location:** Madrid, Spain - **Contract:** Permanent contract - **Skills:** Agile Methodology, Information Engineering, DevOps, Data Logging, B2b Software, Bug Reporting, Information Technology - **Published:** July 11, 2026 - **Apply:** https://www.jobleads.com/es/job/e9a195cb1e9a924b6efb8279b4afbdf41 ## About the Role * Bachelor's degree in Information Technology, or equivalent experience ,ideally from Data Engineering background * 10 + years of experience in Sustain/Maintenance/Support Management. * Exceptional interpersonal skills, with strong written and verbal communication abilities. * Relevant experience with CPG or FMCG or Retail or B2B Commerce domain is mandatory * Experience with sustain in CPG companies is preferred, with experience in CRM implementation, Commerce (digital and physical store), POS, and omni-implementation considered a plus. * Excellent organisational and priority-setting skills, capable of tracking issues, escalations, and resolutions across different regions and solution versions. * Strong stress management skills to handle customer pressure and problem resolutions. * Familiarity with business processes and the impact of our solutions and services. * Ability to liaise with users to ensure satisfactory handling of requests or problem reports. * Proven experience in managing customer-specific Development Operations and Managed Services projects. * Solid project leadership skills, with direct responsibility for managing project teams, budget, and schedule. * Strong negotiation, conflict management, and leadership skills. * Proficiency in managing teams of up to 10+ people. * Ability to produce project plans and estimates, balancing business and team requirements. * Experience in managing and communicating with remote developers during non-traditional business hours. * Ability to thrive in a fast-paced, high-energy, team-oriented environment. * Proficiency in multitasking and performing effectively under pressure. * Language proficiency: Brazilian Portuguese (Preferred), English (Fluency), Spanish (Fluency) * Preferred ITIL Certification and Agile Methodology Certification. ## Description * Lead the implementation and management of an European Customer Support Centre offering support to over 25 countries. * Oversee the delivery of N2 and N3 IT Support, including incident logging, follow-ups, and closures. * Assembly, governance, and management of a team working with highly customised and complex B2B software applications, including intricate integrations. * Handle the escalation of incidents related to non-user end issues. * Manage and monitor network, server, application, CRM and related issues. * Generate reports on pending tickets at the end of each day. * Foster a culture of extreme ownership within the team. * Ensure compliance with hours tracking, issue resolution status, and resource ownership. * Track resource utilisation against allocation and budget, including project timesheet approvals. * Handle daily operations, implementations, and hypercare, assisting with project planning, tracking, documentation, and status updates. * Facilitate the creation and review of functional and technical design documents for complex projects. * Facilitate end-to-end implementation planning, including project management, issue management, communication, and change management. * Lead the generation of Root Cause Analyses (RCAs) and maintain proactive communication and action, including the detection of potential issues that may impact operations. * Effectively manage large service desks or multiple small to medium-sized service desks. * Exhibit strong project leadership skills, along with a solid understanding of business operations and advanced analytical capabilities. * Establish and maintain trusted advisor relationships with client project stakeholders. * Conduct daily review sessions with the team and manage weekly trackers. * Manage service desk emails and oversee service desk plans, ensuring progress and adjusting schedules as needed. ## Related Videos - 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