Tech Support Manager (m/f/n)

Tech Support Manager

The Tech Support Manager leads Enterprise IT end-user support across Spain. The role ensures consistent deployment of Group standards and processes within the Iberia market, while building strong partnerships with local business stakeholders to deliver reliable, efficient and scalable IT services aligned with operational needs.

Strong hands-on experience with JIRA or similar ITSM systems is essential.

Gran Vía de les Corts Catalanes, Barcelona

Full-time

On Site at least 3 times a week

Responsibilities

• Lead, mentor, and motivate the local Tech Support.
• Set team objectives, monitor performance and foster a collaborative, high-performance environment.

• Tailor global IT procedures to address the unique needs of the Spanish and Portuguese market, ensuring the highest level of support and a consistent implementation of Enterprise IT group-standards.
• Oversee daily operations, emphasizing prompt resolution of technical issues and maintaining exceptional customer service.
• Act as escalation point for complex or high-impact IT issues.
• Collect and analyze performance metrics (e.g., JIRA reporting, SLA adherence, user satisfaction).
• Represent Iberia in global Enterprise IT forums, contributing to Group-wide initiatives and standardization efforts.

• Build strong, trust-based relationships with local business leaders (Operations, HR, Finance, Commercial, Depots).
• Act as the primary Enterprise IT representative in Iberia, translating business needs into scalable IT solutions aligned with Group strategy.
• Ensure clear communication during organizational or process changes, supporting change management and local adoption.

• Partner with the global Hardware Asset Management team to ensure a controlled and efficient asset lifecycle (procurement, deployment, maintenance, disposal).
• Manage relationships with local vendors and suppliers, optimizing service quality and cost efficiency.
• Maintain effective relationships with vendors and suppliers, serving as primary point of contact to resolve issues, negotiate contracts, and optimize costs.

• Manage and forecast the IT support budget in alignment with financial targets.
• Identify cost-saving opportunities without compromising service quality or compliance.
• Ensure compliance with company policies, security standards and regulatory requirements, in coordination with IT Security.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Proven experience (3-5 years) in leading IT support or Service Desk teams in structured environments.
• Experience in international environments.
• Familiarity with vendor management, contract negotiation, and budget oversight.
• Proficiency in leveraging AI tools and large language models (e.g., GitHub Copilot, ChatGPT, Claude) to enhance productivity, accelerate development, and solve complex problems.
• Ability to critically evaluate AI-generated outputs and apply them responsibly within professional workflows.
• Fluency in Spanish; proficiency in English at B2 level (or higher) is essential.

Nice to have:

• Experience adapting market-specific procedures to the global standards of a multinational corporation.
• Proficiency in Portuguese.

Additional Information

Why Join InPost?

• Opportunity to work in a diverse, international, and cross-functional environment, along with leading experts.
• You work and learn from a senior leader and their leadership team, expanding your experience and exposure in the e-commerce and logistics industries.
• InPost is a growing company that offers its employees an increasing number of opportunities in several locations in Europe.
• Fulfilling careers with a range of benefits for employees and investing in providing training opportunities for their development.
• You will feel a part of the InPost community that makes an impact on sustainability, convenient deliveries, and the circular economy every day.
• Excellent working environment and flexible hours