Team Lead SSP (Service Supporting Processes) German & English speaker
5 days ago
Málaga
ppFull-time /p h3About us /h3 pGet 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? /p h3About our partner /h3 pOn 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). /p h3What you'll be doing /h3 ul liOperational 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. /li liTeam 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. /li liShift-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. /li liTool 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. /li /ul h3What you'll bring /h3 ul liSeveral years of experience in IT Support, Service Desk, or Ticket Process Management, along with initial team leadership experience. /li liSolid understanding of ITIL support processes (specifically Incident, Request, and Knowledge) and agile working methods. /li liProficient experience with modern ticket and collaboration tools (e.g., Jira Service Management, Confluence, or ServiceNow). /li liStructured and analytical approach combined with high empathy for end-user needs. /li liProfessional proficiency in English German is required. /li /ul h3What we offer /h3 ul liBeing part of a dynamic and highly motivated international multicultural team of skilled professionals. /li liCompetitive compensation package. /li liFlexible working model: choose work model that fits your lifestyle (At office, hybrid or full remote). /li liFlexible schedules with core working hours. /li liPrivate health insurance from day 1. /li liGym Sponsorship. /li liEnglish and German language classes. /li liA young and ambitious team that knows when to work but also when to have fun (Pizza day, Summer event, Malaga Tech Games, etc). /li /ul /p #J-18808-Ljbffr
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