European IT Support Manager | Hybrid + 50% Travel | B2B SaaS

Remotestar; Cambourne; Híbrido; GBP 68.000 - 93.000; Jornada completa

Descripción de la vacante

Remotestar is seeking an IT Support Manager to lead an European Customer Support Centre supporting 25+ countries. The role covers N2/N3 IT support, incident management, and governance of a multi-site team working with complex B2B software and integrations.

The ideal candidate has 10+ years in sustain/maintenance management, strong stakeholder skills, and experience in CPG/B2B commerce domains, with fluency in English and Spanish.

Formación

• Bachelor's degree in IT or equivalent, data engineering background preferred.
• 10+ years in sustain/maintenance/support management.
• Experience in CPG/FMCG/Retail/B2B Commerce domain is mandatory.
• CRM implementations, commerce platforms (digital and physical), POS, and omni-channel experience beneficial.
• Excellent organisational and priority-setting skills across regions and solution versions.
• Strong negotiation, conflict management, and leadership abilities.

Responsabilidades

• Lead the European Customer Support Centre for 25+ countries.
• Oversee N2/N3 IT support with incident logging, follow-ups, and closures.
• Assemble and manage a 10+ person team working with complex B2B apps and integrations.
• Escalate and resolve non-user end issues; track runtime and issues.
• Monitor network, servers, applications, CRM, and related issues; daily ticket reports.
• Ensure hours tracking, resource ownership, and budget alignment.
• Lead RCAs and proactive communications to mitigate potential issues.
• Manage daily operations, implementations, and hypercare with project planning and changes.

Conocimientos

Interpersonal skills

Communication

Team management

Project leadership

Stakeholder management

CRM systems

B2B commerce domain

CRM implementation

Agile methodology

ITIL (preferred)

Portuguese (BR)

English

Spanish

Educación

Bachelor's degree in Information Technology

Data Engineering background

Herramientas

CRM systems

POS systems

B2B Commerce platforms

Omni-channel implementations

Descripción del empleo

Remotestar is seeking an IT Support Manager to lead an European Customer Support Centre supporting 25+ countries. The role covers N2/N3 IT support, incident management, and governance of a multi-site team working with complex B2B software and integrations.

The ideal candidate has 10+ years in sustain/maintenance management, strong stakeholder skills, and experience in CPG/B2B commerce domains, with fluency in English and Spanish.