Application Support Team Lead - Flexible, Data-Driven

Iptor Supply Chain Systems; São Sebastião; Híbrido; EUR 50 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Professional Development

Flexible Work arrangements

Collaborative and Innovative culture

Attractive salary package

Bonuses

Generous vacation days

Resumo da oferta

A leading supply chain solutions provider in Lisbon seeks an experienced Application Support Consultant Team Lead. You will oversee customer support operations, ensuring SLA compliance and high-quality service. The role includes managing escalations, analyzing performance metrics, and leading a team. Preferred qualifications include ITIL certification, strong communication skills, and leadership abilities, with a focus on customer satisfaction. This position allows for flexible working arrangements and emphasizes diversity in the workplace.

Qualificações

• Experience in leading customer support teams.
• Strong communication skills for escalated incidents.
• Proven ability to track and analyze KPIs.

Responsabilidades

• Manage customer support operations and ensure SLA compliance.
• Serve as primary contact for escalations.
• Lead regular operational reviews with customers.
• Track customer satisfaction and performance metrics.
• Drive process improvements and team development.

Conhecimentos

Leadership during high priority incidents

Customer-centric decision-making

Data-driven decision-making

Operational rigor

Coaching and talent development

Cross-functional collaboration

ERP-related incident understanding

English language proficiency

French language proficiency

ITIL 4 Foundation certification

Ferramentas

Zendesk

Jira Service Management (JSM)

Descrição da oferta de emprego

A leading supply chain solutions provider in Lisbon seeks an experienced Application Support Consultant Team Lead. You will oversee customer support operations, ensuring SLA compliance and high-quality service. The role includes managing escalations, analyzing performance metrics, and leading a team. Preferred qualifications include ITIL certification, strong communication skills, and leadership abilities, with a focus on customer satisfaction. This position allows for flexible working arrangements and emphasizes diversity in the workplace.