{"id":3944228,"url":"https://alion.io/job/remotestar-it-support-manager-cpg-remote","title":"IT Support Manager (CPG) (Remote)","company":{"id":4526839,"name":"RemoteStar","domain":"remotestar.io","url":"https://alion.io/company/remotestar","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Freshteam","truth_index":null},"role":"Support","role_family":"Support","seniority":"staff","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Agile","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-11-08T18:10:45Z","employer_posted_date":"2026-11-08","last_verified_at":"2026-11-08T18:10:45Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"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.\nLocation: Hybrid working with offices either in Madrid/Barcelona\nTravel Requirements: This position is expected to travel approximately 50% of the time.\nClient Details:\nLeading 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.\nResponsibilities:\nLead the implementation and management of an European Customer Support Centre offering support to over 25 countries.\n\nOversee the delivery of N2 and N3 IT Support, including incident logging, follow-ups, and closures.\n\nAssembly, governance, and management of a team working with highly customised and complex B2B software applications, including intricate integrations\n\nHandle the escalation of incidents related to non-user end issues.\n\nManage and monitor network, server, application, CRM and related issues.\n\nGenerate reports on pending tickets at the end of each day.\n\nFoster a culture of extreme ownership within the team.\n\nEnsure compliance with hours tracking, issue resolution status, and resource ownership.\n\nTrack resource utilisation against allocation and budget, including project timesheet approvals.\n\nHandle daily operations, implementations, and hypercare, assisting with project planning, tracking, documentation, and status updates.\n\nFacilitate the creation and review of functional and technical design documents for complex projects.\n\nFacilitate end-to-end implementation planning, including project management, issue management, communication, and change management.\n\nLead the generation of Root Cause Analyses (RCAs) and maintain proactive communication and action, including the detection of potential issues that may impact operations.\n\nEffectively manage large service desks or multiple small to medium-sized service desks.\n\nExhibit strong project leadership skills, along with a solid understanding of business operations and advanced analytical capabilities.\n\nEstablish and maintain trusted advisor relationships with client project stakeholders.\n\nConduct daily review sessions with the team and manage weekly trackers.\n\nManage service desk emails and oversee service desk plans, ensuring progress and adjusting schedules as needed.\n\nQualifications & Skills:\nBachelor's degree in Information Technology, or equivalent experience ,ideally from Data Engineering background\n\n10 + years of experience in Sustain/Maintenance/Support Management.\n\nExceptional interpersonal skills, with strong written and verbal communication abilities.\n\nRelevant experience with CPG or FMCG or Retail or B2B Commerce domain is mandatory\n\nExperience with sustain in CPG companies is preferred, with experience in CRM implementation, Commerce (digital and physical store), POS, and omni-implementation considered a plus.\n\nExcellent organisational and priority-setting skills, capable of tracking issues, escalations, and resolutions across different regions and solution versions.\n\nStrong stress management skills to handle customer pressure and problem resolutions.\n\nFamiliarity with business processes and the impact of our solutions and services.\n\nAbility to liaise with users to ensure satisfactory handling of requests or problem reports.\n\nProven experience in managing customer-specific Development Operations and Managed Services projects.\n\nSolid project leadership skills, with direct responsibility for managing project teams, budget, and schedule.\n\nStrong negotiation, conflict management, and leadership skills.\n\nProficiency in managing teams of up to 10+ people.\n\nAbility to produce project plans and estimates, balancing business and team requirements.\n\nExperience in managing and communicating with remote developers during non-traditional business hours.\n\nAbility to thrive in a fast-paced, high-energy, team-oriented environment.\n\nProficiency in multitasking and performing effectively under pressure.\n\nLanguage proficiency: Brazilian Portuguese (Preferred), English (Fluency), Spanish (Fluency)\n\nPreferred ITIL Certification and Agile Methodology 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