👋 About RemoteStar and Our Client:
RemoteStar is partnering with a leading SaaS tech company specializing in mobile-supported business process automation. They're making waves globally, with projects in over 27 countries and a user base exceeding 100,000. They're expanding their business in Spain, and that's where you come in!
🏢 The Role:
As IT Support Manager, you'll lead the charge in establishing and managing a European Customer Support Centre, supporting clients across 25+ countries. This is a hands-on role requiring a blend of technical expertise, leadership skills, and a knack for problem-solving.
What You'll Do:
- Lead the implementation and management of the European Customer Support Centre.
- Oversee N2 and N3 IT support, including incident logging, follow-up, and closure.
- Manage a team supporting complex B2B software applications and integrations.
- Handle escalations of non-user-end issues.
- Monitor network, server, application, and CRM issues.
- Generate daily reports on pending tickets.
- Foster a culture of ownership within the team.
- Ensure compliance with hours tracking, issue resolution, and resource allocation.
- Track resource utilization against budget and project timesheets.
- Handle daily operations, implementations, and hypercare, assisting with project planning, tracking, and updates.
- Help create and review functional and technical design documents.
- Lead end-to-end implementation planning, including project management, issue management, communication, and change management.
- Lead Root Cause Analyses (RCAs) and maintain proactive communication.
- Manage large or multiple service desks.
- Build trusted advisor relationships with client stakeholders.
- Conduct daily team reviews and manage weekly trackers.
- Manage service desk emails and plans.
🚀 What We're Looking For:
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Education: Bachelor's degree in Information Technology or equivalent experience (Data Engineering background a plus).
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Experience: 10+ years in Sustain/Maintenance/Support Management.
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Essential Skills: Exceptional interpersonal and communication skills; experience in CPG, FMCG, Retail, or B2B Commerce is a must; strong organizational and prioritization skills; strong stress management skills; familiarity with business processes and the impact of IT solutions; ability to liaise with users; proven experience managing customer-specific Development Operations and Managed Services projects; solid project leadership skills; strong negotiation, conflict management, and leadership skills; proficiency in managing teams of 10+; ability to create project plans and estimates; experience managing remote developers across time zones; ability to thrive in a fast-paced environment; proficiency in multitasking.
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Preferred Experience: Experience in CPG companies, CRM implementation, Commerce (digital and physical store), POS, and omni-implementation.
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Language Proficiency: Brazilian Portuguese (Preferred), English (Fluency), Spanish (Fluency)
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Certifications: ITIL and Agile Methodology certifications are preferred.
✈️ Travel: Approximately 50% travel is expected.
🗺️ Location: Hybrid working with offices in Madrid or Barcelona.