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

About us 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. ⚖️ 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. ✔️ 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). Do you feel like applying? Navigate #TheRindusWave