Team Lead SSP; Service Supporting Processes German & English speaker

About us

We are a People company that loves IT professionals and aims to help and empower them to get the best out of themselves, unfold their full potential, and grow.

Since 2017, we have worked closely with European partners to shape software development teams. We currently have 200 crew members of 21 different nationalities. We are expanding our team and looking for a new rinder to get on board.

We are seeking talent on behalf of Douglas, a retail company for beauty, health and cosmetic products in 19 European countries. The role improves their main product channel, their e‑commerce. The company headquarters are in Düsseldorf, Germany, but the team works distributed from our office in Málaga, Spain.

• Lead and continuously optimize daily support processes, including Incident, Request Fulfilment, and Knowledge Management. Reduce ticket resolution times and significantly lower the workload for downstream technical teams.
• Manage, mentor and develop the support process team (dispatchers, process specialists) while fostering a customer‑first service culture. Ensure clear communication and alignment of global strategies across departments and the wider organization.
• Establish and maintain a comprehensive Knowledge Base and drive the adoption of self‑service portals for end users. Proactively deflect tickets, enabling users to solve common issues independently.
• Collaborate with the IT Platform team to continuously improve the ITSM platform (Jira Service Management) and track key service metrics (CSAT, SLA). Provide insights on budgets, SLAs, and KPIs to Team Leads and Heads of Department.

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

• Dynamic, highly motivated, international multicultural team of skilled professionals.
• Competitive compensation package.
• Flexible working model: choose office, hybrid, or full remote to fit your lifestyle.
• Flexible schedules with core working hours.
• Private health insurance from day 1.
• Gym sponsorship.
• English and German language classes.
• Young, ambitious team that knows when to work and when to have fun.