Senior Application Support Team Lead – Service Desk & SLA Management

Empower service excellence — lead global support teams to deliver seamless application performance!

Location & Work Model: Portugal – Remote (5 days/week)

As a Senior Application Support Team Lead, you will be working for our client, a multinational enterprise providing mission-critical application support.
You will oversee the L1 support operations, ensuring top-tier ticket management, SLA adherence, and escalations coordination to maintain high standards of service delivery across a global organization. Join us to shape efficient support processes and foster continuous improvement in a dynamic environment.

Your main responsibilities:

• Supervise the L1 support team, ensuring the quality of ticket triage, qualification, and routing
• Own SLA compliance and drive performance in first-level issue resolution
• Manage escalations to L2/L3 support, coordinating with product owners and technical teams
• Generate operational reports on ticket volumes, SLA adherence, and recurring issues
• Continuously improve support workflows and maintain the knowledge base for efficiency

You're ideal for this role if you have:

• 6+ years of experience in service desk or application support, with at least 2 years leading L1 teams in international settings
• Proven success managing high-volume ticketing environments and SLA compliance
• Strong background with ServiceNow; familiarity with MoveWorks / KB tooling
• Fluent English (spoken and written)
• Excellent leadership, communication, and problem-solving skills

It is a strong plus if you have: (optional)

• Experience with other ITSM tools or automation platforms
• Certifications related to IT service management (e.g., ITIL)

Language Required for the role:
Fluent English (spoken and written)

Eligibility for the role:
Only candidates with an existing legal right to work in the European Union will be considered for this role.

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Interested? Apply now and include your CV (preferably in English) along with a statement confirming your consent to the processing and storage of your personal data.