Bilingual IT Service Lead (German/English) – Hybrid/Remote

rindus Technology S.L; Málaga; Hybrid; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Flexible work model

Health insurance

Gym sponsorship

Language classes

Team events

Job summary

rindus is seeking an experienced IT Service Desk Leader to own and optimize day-to-day support processes, incident management, and knowledge base, driving faster resolutions and reduced workload for technical teams.

You will mentor a diverse dispatchers and process specialists, operate in an international setting with Jira Service Management, Confluence, and ServiceNow, and enable self-service while maintaining high CSAT and SLA standards.

Qualifications

• Several years of experience in IT Support, Service Desk, or Ticket Process Management.
• Initial team leadership experience in a fast-paced IT environment.
• Strong understanding of ITIL processes (Incident, Request, Knowledge) and agile working methods.

Responsibilities

• Lead and optimize day-to-day IT support processes (Incident, Request Fulfilment, Knowledge Management).
• Mentor and develop the support process team, fostering a customer-first service culture.
• Establish a Knowledge Base and promote self-service portals for proactive ticket deflection.
• Collaborate with IT Platform teams to improve ITSM tools and track KPIs (CSAT, SLA).

Skills

IT Service Desk

Team Leadership

ITIL

Agile methodologies

Jira Service Management

Confluence

ServiceNow

English & German

Tools

Jira Service Management

Confluence

ServiceNow

Job description

rindus is seeking an experienced IT Service Desk Leader to own and optimize day-to-day support processes, incident management, and knowledge base, driving faster resolutions and reduced workload for technical teams.

You will mentor a diverse dispatchers and process specialists, operate in an international setting with Jira Service Management, Confluence, and ServiceNow, and enable self-service while maintaining high CSAT and SLA standards.