IT Support Director

hace 1 día


Madrid, Madrid, España Remotestar A tiempo completo

**Job Title:** IT Support Director

**Company Overview:** RemoteStar is proud to partner with a leading SaaS tech company, specialising in mobile-supported business process automation. With a significant presence in the USA, Mexico, the UK, and Greece, they are expanding their global footprint, serving over 27 countries and boasting a user base exceeding 100,000.

**Location & Travel Requirements:** This role offers a hybrid work arrangement, with offices in Madrid/Barcelona, and requires approximately 50% travel time.

**About the Role:** We seek an experienced IT Support Director to lead the implementation and management of our European Customer Support Centre, supporting over 25 countries. The successful candidate will oversee the delivery of N2 and N3 IT Support, incident logging, follow-ups, and closures. They will also manage network, server, application, CRM, and related issues, generate reports on pending tickets, foster a culture of extreme ownership, ensure compliance with hours tracking, issue resolution status, and resource ownership, track resource utilisation against allocation and budget, handle daily operations, implementations, hypercare, project planning, tracking, documentation, and status updates, facilitate end-to-end implementation planning, generation of Root Cause Analyses (RCAs), proactive communication and action, detection of potential issues that may impact operations, exhibit strong project leadership skills, solid understanding of business operations, advanced analytical capabilities, establish and maintain trusted advisor relationships with client project stakeholders, conduct daily review sessions with the team, manage weekly trackers, service desk emails, oversee service desk plans, ensuring progress and adjusting schedules as needed.

**Qualifications & Skills:**
* Bachelor's degree in Information Technology or equivalent experience from a 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, FMCG, Retail, or B2B Commerce domain is mandatory.

**Salary:** £60,000 - £80,000 per annum based on experience,

This is a fantastic opportunity for a highly skilled and experienced IT Support Director to join our team and contribute to the success of our client.



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