RemoteStar is looking to hire an IT Support Manager (CPG, E-Comm, Retail, FMCG domain with B2B Commerce Solution ) on behalf of our client in Spain.
Location: Hybrid working with offices either in Madrid/Barcelona
Travel Requirements: This position is expected to travel approximately 50% of the time.
Client Details:
Leading SaaS tech company , specialising in mobile-supported business process automation with a significant presence in the USA, Mexico, the UK, and Greece. Their integral footprint is expanding, with projects in over 27 countries and a user base exceeding 100,000. They are expanding their business in Spain.

Responsibilities:
- 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

📌 IT Support Manager (Madrid)
🏢 RemoteStar
📍 Madrid