ppGet ready to set sails and navigate the rindus wave /p pWe'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. /p pBecause growth is in our mindset, we're doing it since 2017, closely with our European Partners, helping them shape their software development teams. /p pSo 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? /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 the company headquarters in Düsseldorf (Germany), you will work in a distributed team from our office in Málaga (Spain). /p h3What you'll be doing /h3 h3Operational Process Ownership /h3 ul liLead and continuously optimize day-to-day support processes (Incident, Request Fulfilment, and Knowledge Management). /li liFaster ticket resolution times and a significant workload reduction for downstream technical teams. /li /ul h3Team Leadership Coaching /h3 ul liManage, mentor, and develop the support process team (e.g., dispatchers, process specialists) while fostering a customer-first service culture. /li liA highly empathetic and efficient support team that delivers best-in-class user experiences. /li liEnsure clear communication and alignment of integral strategies across other departments and the wider organization.



/li /ul h3Shift-Left Self-Service /h3 ul liEstablish and maintain a comprehensive Knowledge Base and drive the adoption of self-service portals for end users. /li liProactive ticket deflection, enabling users to solve common issues independently. /li /ul h3Tool Optimization KPIs /h3 ul liCollaborate with the IT Platform team to continuously improve the ITSM platform (e.g., Jira Service Management) and track key service metrics (CSAT, SLA). /li liHigh transparency of support performance and continuously improving user satisfaction. /li liSupport 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. (Essencial) /li liSolid understanding of ITIL support processes (specifically Incident, Request, and Knowledge) and agile working methods. (High) /li liProficient experience with modern ticket and collaboration tools (e.g., Jira Service Management, Confluence, or ServiceNow). (Important) /li liStructured and analytical approach combined with high empathy for end-user needs. (Critical) /li liProfessional proficiency in English German is required /li /ul h3What we offer /h3 pBeing part of dynamic and highly motivated international multicultural team of skilled professionals. /p pCompetitive compensation package (restaurants, transport and childcare). /p pFlexible working model: You can choose the work model that fits your lifestyle (At office, hybrid or full remote). /p pFlexible schedules with core working hours. /p pDKV private health insurance from day 1. /p pEnglish and German language classes. /p pA young and ambitious team that knows when to work but also when to have fun (Pizza day, Summer event, Málaga Tech Games, etc). /p /p #J-18808-Ljbffr

📌 Team Lead SSP (Service Supporting Processes) German & English speaker (España)
🏢 Rindus
📍 España