Tech Support Manager H/F Mondial Relay by InPost

Job Description

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.

• Barcelona / Vilanova i la Geltru
• Full-time
• On Site

RESPONSIBILITIES

Team Leadership & People Management

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

Helpdesk/Service Desk Management

• 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.

Stakeholder Management

• 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.

Hardware Asset & Vendor Management

• 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.

Budget, Compliance & Security

• 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.