Senior Application Support Team Lead – IT Service Delivery

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.

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Interested? Apply now and include your CV (preferably in English).