{"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":"2026-08-22T21:47:33","modified_gmt":"2026-08-22T21:47:33","slug":"senior-application-support-team-lead-it-service-delivery","status":"publish","type":"matador-job-listings","link":"https:\/\/itdsportugal.com\/en\/it-jobs\/senior-application-support-team-lead-it-service-delivery\/","title":{"rendered":"Senior Application Support Team Lead \u2013 IT Service Delivery"},"content":{"rendered":"<p><strong>Lead the L1 support team for a business-critical application support centre serving a global enterprise client \u2014 and help build the Portugal Delivery Centre from the ground up.<\/strong><br \/> Lisbon-based opportunity with 3 days remote per week<\/p> <p>As an <strong>Application Support Team Lead<\/strong>, you will be working for our client in a global enterprise application-support environment. You&#8217;ll lead the L1 team, own ticket triage quality and SLA performance, and stand up the Portugal Delivery Centre from its Transition Phase \u2014 shaping the team, the processes, and the knowledge base as the operation scales.<\/p> <p><strong>Your main responsibilities:<\/strong><\/p> <ul> <li>Supervise the L1 team and ensure quality of ticket triage, qualification, and routing<\/li> <li>Own SLA follow-up and drive first-level resolution performance across a high-volume ticketing environment<\/li> <li>Manage escalation to L2\/L3 and coordinate with product owners<\/li> <li>Allocate workload and monitor backlog, incidents, escalations, and team capacity<\/li> <li>Lead daily stand-ups and operational review meetings<\/li> <li>Build and structure the support organisation in Portugal: recruitment, onboarding, training, and internal certification<\/li> <li>Run Knowledge Transfer (KT) sessions and organise shadowing \/ reverse-shadowing; anticipate staffing risks and arrange backup for service continuity<\/li> <li>Produce operational reporting on volumes, SLA, and recurring issues for the SDM and France-based Technical Lead<\/li> <li>Maintain operational procedures and the Knowledge Base; drive continuous improvement and automation of recurring activities<\/li> <\/ul> <p> <strong>You&#8217;re ideal for this role if you have:<\/strong><\/p> <ul> <li>5+ years in service desk \/ application support, including leading L1 teams in international, nearshore, or service-centre contexts<\/li> <li>A proven track record managing high-volume ticketing, SLA compliance, and escalation management<\/li> <li>Strong knowledge of ITIL processes and best practices<\/li> <li>A strong ServiceNow background<\/li> <li>The ability to work effectively with both international teams<\/li> <\/ul> <p> <strong>It is a strong plus if you have:<\/strong><\/p> <ul> <li>Familiarity with MoveWorks or similar Knowledge Base tooling<\/li> <li>French (in addition to English)<\/li> <\/ul> <p> <strong>Language Required for the role:<\/strong><\/p> <ul> <li>Fluent English (spoken and written)<\/li> <\/ul> <p> <strong>Eligibility for the role:<\/strong><br \/> Only candidates with the legal right to work in the EU \/ based in Portugal will be considered.<\/p> <p><strong>#MAKEYourCareerBETTER<\/strong><br \/> Interested? Apply now and include your CV (preferably in English).<\/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-it-service-delivery\/\" rel=\"button\" class=\"matador-button matador-button-secondary\" title=\"More Info\">More Info<\/a> <\/li> <\/ul> <\/nav> ","protected":false},"excerpt":{"rendered":"<p>Lead the L1 support team for a business-critical application support centre serving a global enterprise client \u2014 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. &hellip; <a href=\"https:\/\/itdsportugal.com\/en\/it-jobs\/senior-application-support-team-lead-it-service-delivery\/\">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":[287],"matador-published-category":[],"matador-skills":[214],"matador-seniority":[123],"matador-position":[],"matador-technology":[667,788,666,786,656],"matador-contract-type":[343],"matador-priority":[1707],"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-hybrid","matador-skills-support-l1","matador-seniority-senior","matador-technology-azure","matador-technology-itil","matador-technology-python","matador-technology-servicenow","matador-technology-sql","matador-contract-type-b2b","matador-priority-4-requalify","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 IT Service Delivery - 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-it-service-delivery\/\" \/>\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 IT Service Delivery - ITDS PORTUGAL\" \/>\n<meta property=\"og:description\" content=\"Lead the L1 support team for a business-critical application support centre serving a global enterprise client \u2014 and help build the Portugal Delivery Centre from the ground up. 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