IT SUPPORT AND INCIDENT MANAGER (M/F)

Our client is one of the fastest-growing e-commerce companies in the international market, and is a key player within digital ticketing, marketing and logistics.
Reaching a turning point in its growth, the group aims at making its IT organization evolve to meet the new business challenges. For his brand-new division, our client is looking for a

IT SUPPORT AND INCIDENT MANAGER (M/F)

who will ensure the performance and reliability of our IT systems by leading a skilled team committed to delivering exceptional support to employees and clients. Reporting to the Head of Engineering, the manager oversees the IT Support team and ensures strict adherence to SLAs.

Key responsibilities:

• Manage and mentor IT Support Specialists, fostering skill growth and collaboration.
• Oversee issue prioritization, resolution, and communication with stakeholders during major incidents.
• Assist with complex technical troubleshooting and diagnostics.
• Optimize process, refine workflows and implement best practices for improved efficiency.
• Ensure excellent user experiences through prompt, effective technical assistance.
• Maintain clear records and provide regular updates to stakeholders.
• Identify and implement professional growth opportunities for the team.

Requirements:

• 5+ years of experience in IT support, with 2+ years in a leadership role.
• Proficiency with ITIL processes, incident management platforms (e.g., PagerDuty, Blameless or Incident.io), and support tools like ServiceNow, Jira Service Desk or other ticketing systems.
• SQL knowledge and familiarity with monitoring tools (e.g., Datadog).
• Strong organizational, problem-solving, and team leadership abilities.
• Commitment to delivering exceptional user support and satisfaction.
• Fluent English.

Location: Monaco or Barcelona.

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