Team Lead Ssp (Service Supporting Processes) German & English Speaker

Rindus; Lugo; Híbrido; EUR 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Restaurants & childcare benefits

Hybrid/Remote options

23 holiday days

Core working hours

Health insurance day 1

Language courses (EN/DE)

Descripción de la vacante

rindus, a People company, seeks an experienced IT Support Lead to own and optimize daily support processes (Incidents, Requests, Knowledge) and drive faster resolutions across a distributed team.

You will coach dispatchers and process specialists, promote self-service, and collaborate with IT Platform to improve Jira Service Management metrics, CSAT and SLAs while maintaining a customer-first culture.

Formación

• Professional proficiency in English & German is required.
• Solid understanding of ITIL support processes (Incident, Request, and Knowledge) and agile working methods.
• Experience with modern ticket and collaboration tools such as Jira Service Management, Confluence or ServiceNow.
• Several years of IT Support experience and initial team leadership experience.

Responsabilidades

• Lead and continuously optimize day-to-day support processes (Incident, Request Fulfilment, and Knowledge Management).
• Foster a customer-first service culture while managing, mentoring, and developing the support process team.
• Establish and maintain a Knowledge Base and promote self-service portals for end users.
• Collaborate with IT Platform team to improve the ITSM platform and track key metrics (CSAT, SLA).
• Provide insights on budgets, SLAs, and KPIs to leaders across departments.

Conocimientos

ITIL knowledge

Team leadership

End-user focus

English & German

Herramientas

Jira Service Management

Confluence

ServiceNow

Descripción del empleo

Hey!

Get ready to set sails and navigate the rindus wave

We're rindus, a People company. We love IT professionals and our passion is to help and empower our crew to get the best out of themselves, unfold their full potential, and help them grow.

Because growth is in our mindset, we're doing it since 2017, closely with our European Partners, helping them shape their software development teams.

So far, we have 200+ crew members of 21 different nationalities sailing with us in the open seas. We 're expanding our team and looking for a new rinder to get on board. Are you the next to be reeled in ?

About our partner

On behalf of our partner Douglas, we seek the best talent to join rindus. Douglas is a retail company for beauty, health and cosmetic products in 19 European countries. We are collaborating to improve their main product channel, their e-commerce. With the company headquarters in Düsseldorf (Germany), you will work in a distributed team from our office in Málaga (Spain).

What you'll be doing

Operational Process Ownership

• Lead and continuously optimize day-to-day support processes (Incident, Request Fulfilment, and Knowledge Management).
• Faster ticket resolution times and a significant workload reduction for downstream technical teams.

Team Leadership & Coaching

• Manage, mentor, and develop the support process team (e.g., dispatchers, process specialists) while fostering a customer-first service culture.
• A highly empathetic and efficient support team that delivers best-in-class user experiences.
• Ensure clear communication and alignment of global strategies across other departments and the wider organization.

Shift-Left & Self-Service

• Establish and maintain a comprehensive Knowledge Base and drive the adoption of self-service portals for end users.
• Proactive ticket deflection, enabling users to solve common issues independently.

Tool Optimization & KPIs

• Collaborate with the IT Platform team to continuously improve the ITSM platform (e.g., Jira Service Management) and track key service metrics (CSAT, SLA).
• High transparency of support performance and continuously improving user satisfaction.
• Support Team Leads and Heads of Department by providing insights on budgets, SLAs, and KPIs.

What you'll bring

• Several years of experience in IT Support, Service Desk, or Ticket Process Management, along with initial team leadership experience. (Essencial)
• Solid understanding of ITIL support processes (specifically Incident, Request, and Knowledge) and agile working methods. (High)
• Proficient experience with modern ticket and collaboration tools (e.g., Jira Service Management, Confluence, or ServiceNow). (Important)
• Structured and analytical approach combined with high empathy for end-user needs. (Critical)
• Professional proficiency in English & German is required

What we offer

Being part of dynamic and highly motivated international multicultural team of skilled professionals.

Competitive compensation package (restaurants, transport and childcare)

Flexible working model: You can choose the work model that fits your lifestyle (At office, hybrid or full remote)

23 holiday days.

Flexible schedules with core working hours.

DKV private health insurance from day 1.

English and German language classes. xqziphu

A young and ambitious team that knows when to work but also when to have fun (Pizza day, Summer event, Málaga Tech Games, etc).