{"id":7440,"date":"2026-07-31T13:11:29","date_gmt":"2026-07-31T13:11:29","guid":{"rendered":"https:\/\/itdsportugal.com\/it-jobs\/senior-application-support-team-lead-service-desk-sla-management\/"},"modified":"2026-07-31T14:07:28","modified_gmt":"2026-07-31T14:07:28","slug":"senior-application-support-team-lead-service-desk-sla-management","status":"publish","type":"matador-job-listings","link":"https:\/\/itdsportugal.com\/en\/it-jobs\/senior-application-support-team-lead-service-desk-sla-management\/","title":{"rendered":"Senior Application Support Team Lead \u2013 Service Desk &amp; SLA Management"},"content":{"rendered":"<p><strong>Empower service excellence \u2014 lead global support teams to deliver seamless application performance!<\/strong><\/p> <p><strong>Location &amp; Work Model<\/strong>: Portugal \u2013 Remote (5 days\/week)<\/p> <hr \/> <p><strong>As a Senior Application Support Team Lead, you will be working for our client, a multinational enterprise providing mission-critical application support<\/strong>.<br \/> 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.<\/p> <p><strong>Your main responsibilities:<\/strong><\/p> <ul> <li>Supervise the L1 support team, ensuring the quality of ticket triage, qualification, and routing<\/li> <li>Own SLA compliance and drive performance in first-level issue resolution<\/li> <li>Manage escalations to L2\/L3 support, coordinating with product owners and technical teams<\/li> <li>Generate operational reports on ticket volumes, SLA adherence, and recurring issues<\/li> <li>Continuously improve support workflows and maintain the knowledge base for efficiency<\/li> <\/ul> <p><strong>You&#8217;re ideal for this role if you have:<\/strong><\/p> <ul> <li>6+ years of experience in service desk or application support, with at least 2 years leading L1 teams in international settings<\/li> <li>Proven success managing high-volume ticketing environments and SLA compliance<\/li> <li>Strong background with ServiceNow; familiarity with MoveWorks \/ KB tooling<\/li> <li>Fluent English (spoken and written)<\/li> <li>Excellent leadership, communication, and problem-solving skills<\/li> <\/ul> <p><strong>It is a strong plus if you have:<\/strong> (optional)<\/p> <ul> <li>Experience with other ITSM tools or automation platforms<\/li> <li>Certifications related to IT service management (e.g., ITIL)<\/li> <\/ul> <p><strong>Language Required for the role:<\/strong><br \/> Fluent English (spoken and written)<\/p> <p><strong>Eligibility for the role:<\/strong><br \/> Only candidates with an existing legal right to work in the European Union will be considered for this role.<\/p> <hr \/> <p><strong>#MAKEYourCareerBETTER<\/strong><\/p> <p>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.<\/p> <nav class=\"matador-job-navigation\"> <ul> <li> <a href=\"https:\/\/itdsportugal.com\/en\/?wpid=7440&#038;bhid=9797\" rel=\"button\" class=\"matador-button\" title=\"Apply Now\">Apply Now<\/a> <\/li> <li> <a href=\"https:\/\/itdsportugal.com\/en\/it-jobs\/senior-application-support-team-lead-service-desk-sla-management\/\" rel=\"button\" class=\"matador-button matador-button-secondary\" title=\"More Info\">More Info<\/a> <\/li> <\/ul> <\/nav> ","protected":false},"excerpt":{"rendered":"<p>Empower service excellence \u2014 lead global support teams to deliver seamless application performance! Location &amp; Work Model: Portugal \u2013 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 &hellip; <a href=\"https:\/\/itdsportugal.com\/en\/it-jobs\/senior-application-support-team-lead-service-desk-sla-management\/\">Continued<\/a><\/p>\n","protected":false},"template":"","meta":{"_acf_changed":false,"_matador_source_id":"9797"},"matador-categories":[],"matador-locations":[],"matador-types":[14],"matador-remote-job-possible":[289],"matador-published-category":[],"matador-skills":[214],"matador-seniority":[123],"matador-position":[],"matador-technology":[3097,3096,786],"matador-contract-type":[343],"matador-priority":[135],"matador-language":[127],"matador-place":[370],"matador-visibility":[657],"matador-choose-website-to-publis":[400],"class_list":["post-7440","matador-job-listings","type-matador-job-listings","status-publish","hentry","matador-types-contract","matador-remote-job-possible-remote","matador-skills-support-l1","matador-seniority-senior","matador-technology-kb-tooling","matador-technology-moveworks","matador-technology-servicenow","matador-contract-type-b2b","matador-priority-0-urgent","matador-language-english","matador-place-portugal","matador-visibility-online","matador-choose-website-to-publis-portugal"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Senior Application Support Team Lead \u2013 Service Desk &amp; SLA Management - ITDS PORTUGAL<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/itdsportugal.com\/en\/it-jobs\/senior-application-support-team-lead-service-desk-sla-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Senior Application Support Team Lead \u2013 Service Desk &amp; SLA Management - ITDS PORTUGAL\" \/>\n<meta property=\"og:description\" content=\"Empower service excellence \u2014 lead global support teams to deliver seamless application performance! 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