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Remotestar · IT - Software Development

It Support Manager (Cpg)

Spain, Madrid · Job Posted June 04, 2026
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Job Description

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 global footprint is expanding, with projects in over 27 countries and a user base exceeding 100,000. They are expanding their business in Spain.

Job Responsibility

  • 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

Requirements

  • 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

Nice to have

  • 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
  • Language proficiency: Brazilian Portuguese (Preferred)
  • Preferred ITIL Certification and Agile Methodology Certification
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