Team Lead SSP (Service Supporting Processes) German & English speaker
Job Location:
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Get ready to set sails and navigate therindus wave
Were rindusa People company. We love IT professionals and ourpassionis to help and empower our crew to get the best out of themselves unfold their full potential and help them grow.
Becausegrowthis in our mindset were 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 newrinderto get on board. Are you the next tobe reeled in
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.
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
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).
About Company
Build and scale your tech capacity with rindus. We provide dedicated software teams in Málaga focused on long-term growth.
