Team Lead SSP (Service Supporting Processes) German & English speaker

rindus Technology S.L; Málaga; Híbrido; EUR 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work model

Health insurance

Gym sponsorship

Language classes

Team events

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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).

Conocimientos

IT Service Desk

Team Leadership

ITIL

Agile methodologies

Jira Service Management

Confluence

ServiceNow

English & German

Herramientas

Jira Service Management

Confluence

ServiceNow

Descripción del empleo

Full-time

About us

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 are 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 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) to achieve 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 and ensuring 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, enabling proactive ticket deflection and independence.
• 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) to maintain high transparency of support performance and continuously improve user satisfaction, and 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.
• Solid understanding of ITIL support processes (specifically Incident, Request, and Knowledge) and agile working methods.
• Proficient experience with modern ticket and collaboration tools (e.g., Jira Service Management, Confluence, or ServiceNow).
• Structured and analytical approach combined with high empathy for end-user needs.
• Professional proficiency in English & German is required.

What we offer

• Being part of a dynamic and highly motivated international multicultural team of skilled professionals.
• Competitive compensation package.
• Flexible working model: choose work model that fits your lifestyle (At office, hybrid or full remote).
• Flexible schedules with core working hours.
• Private health insurance from day 1.
• Gym Sponsorship.
• English and German language classes.
• A young and ambitious team that knows when to work but also when to have fun (Pizza day, Summer event, Malaga Tech Games, etc).