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

rindus; España; Híbrido; EUR 45.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

DKV private health insurance

English and German language classes

Pizza day

Descripción de la vacante

rindus, a People company, seeks a seasoned IT Support leader to own and optimize day-to-day processes, mentor a service desk team, and promote a customer-first culture. The role emphasizes ITIL-aligned incident, request, and knowledge management, plus advancing self-service and KPI tracking across the organization.

The position offers a flexible working model (office, hybrid, or full remote) with English and German language support as a requirement, and collaboration with a distributed team

Formación

• Several years of experience in IT Support, Service Desk, or Ticket Process Management, plus initial team leadership.
• Solid understanding of ITIL support processes (Incident, Request, Knowledge) and agile working methods.
• Proficient with modern ticket and collaboration tools (Jira Service Management, Confluence, or ServiceNow).
• Structured and analytical approach with strong empathy for end users.
• Professional proficiency in English and German.

Responsabilidades

• 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.
• Manage, mentor, and develop the support process team while fostering a customer-first service culture.
• Ensure clear communication and alignment of global strategies across other departments and the wider organization.

Conocimientos

IT Support

Leadership

ITIL

Agile

Jira Service

Confluence

ServiceNow

End-user empathy

English

German

Herramientas

Jira Service Management

Confluence

ServiceNow

Descripción del empleo

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).

Flexible schedules with core working hours.

DKV private health insurance from day 1.

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, Málaga Tech Games, etc).