Application Support Lead

ITDS; Lisboa; Híbrido; EUR 55 000 - 85 000; Tempo integral

Resumo da oferta

ITDS in Lisbon seeks an Application Support Team Lead to head the L1 team for a global enterprise client in a delivery-centre setup. You will own ticket triage quality, SLA performance, and oversee the Portugal Delivery Centre from transition through scaling.

The role requires 5+ years in service desk and ITIL/SNOW expertise, with strong collaboration across international teams. 3 days remote per week are available as part of a hybrid model.

Qualificações

• 5+ years in service desk / application support, including leading L1 teams in international, nearshore, or service-centre contexts.
• Strong knowledge of ITIL processes and best practices.
• A strong ServiceNow background.
• Ability to work effectively with international teams.

Responsabilidades

• Supervise the L1 team and ensure quality of ticket triage, qualification, and routing.
• Own SLA follow-up and drive first-level resolution performance across a high-volume ticketing environment.
• Manage escalation to L2/L3 and coordinate with product owners.
• Allocate workload and monitor backlog, incidents, escalations, and team capacity.
• Lead daily stand-ups and operational review meetings.
• Build and structure the support organisation in Portugal: recruitment, onboarding, training, and internal certification.
• Run Knowledge Transfer sessions and organise shadowing; anticipate staffing risks and arrange backup for service continuity.
• Produce operational reporting on volumes, SLA, and recurring issues for the SDM and France-based Technical Lead.
• Maintain operational procedures and the Knowledge Base; drive continuous improvement and automation of recurring activities.

Conhecimentos

Team leadership

ITIL

ServiceNow

English fluency

MoveWorks

Global collaboration

Ferramentas

ServiceNow

MoveWorks

Descrição da oferta de emprego

Lead the L1 support team for a business-critical application support centre serving a global enterprise client — and help build the Portugal Delivery Centre from the ground up.

Lisbon-based opportunity with 3 days remote per week

As an Application Support Team Lead, you will be working for our client in a global enterprise application-support environment. You'll lead the L1 team, own ticket triage quality and SLA performance, and stand up the Portugal Delivery Centre from its Transition Phase — shaping the team, the processes, and the knowledge base as the operation scales.

Your main responsibilities:

• Supervise the L1 team and ensure quality of ticket triage, qualification, and routing
• Own SLA follow-up and drive first-level resolution performance across a high-volume ticketing environment
• Manage escalation to L2/L3 and coordinate with product owners
• Allocate workload and monitor backlog, incidents, escalations, and team capacity
• Lead daily stand-ups and operational review meetings
• Build and structure the support organisation in Portugal: recruitment, onboarding, training, and internal certification
• Run Knowledge Transfer (KT) sessions and organise shadowing / reverse-shadowing; anticipate staffing risks and arrange backup for service continuity
• Produce operational reporting on volumes, SLA, and recurring issues for the SDM and France-based Technical Lead
• Maintain operational procedures and the Knowledge Base; drive continuous improvement and automation of recurring activities

You're ideal for this role if you have:

• 5+ years in service desk / application support, including leading L1 teams in international, nearshore, or service-centre contexts
• A proven track record managing high-volume ticketing, SLA compliance, and escalation management
• Strong knowledge of ITIL processes and best practices
• A strong ServiceNow background
• The ability to work effectively with both international teams

It is a strong plus if you have:

• Familiarity with MoveWorks or similar Knowledge Base tooling
• French (in addition to English)

Language Required for the role:

• Fluent English (spoken and written)

Eligibility for the role:

Only candidates with the legal right to work in the EU / based in Portugal will be considered.