Senior Application Support Team Lead – IT Service Delivery

Empower team excellence and operational mastery—shape the future of IT service delivery from the ground up!

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

As a Senior Application Support Team Lead, you will be working for our client, a global enterprise, focusing on building and managing a high-performance support center dedicated to critical application support. You will lead a team in a dynamic environment, driving operational excellence, SLA compliance, and continuous improvements to ensure top-tier service delivery. This role offers a unique opportunity to influence the structure and success of a delivery center from inception.

Your main responsibilities:

• Build and structure the operational support team in Portugal, overseeing recruitment, onboarding, and training processes.
• Lead daily team operations, ensuring high-quality ticket triage, routing, and resolution in a high-volume environment.
• Manage SLA adherence, escalate issues appropriately, and coordinate with cross-functional teams to resolve incidents efficiently.
• Oversee escalation management to L2/L3 support teams, ensuring smooth communication and issue resolution.
• Monitor workload, incident backlog, and team capacity; organize backup resources for operational continuity.
• Facilitate daily and operational review meetings, producing reports on volumes, SLA compliance, and recurring issues.
• Drive continuous operational improvements, automation initiatives, and update documentation and knowledge bases regularly.

You’re ideal for this role if you have:

• Minimum 6 years of experience in service desk or application support, with leadership exposure in international or nearshore teams.
• Proven expertise in managing high-volume ticketing systems, SLA targets, and escalation processes.
• Strong knowledge and application of ITIL principles and best practices.
• Solid ServiceNow experience, with familiarity with MoveWorks / knowledge management tools.
• Fluency in English (spoken and written); French is a plus.
• Ability to collaborate effectively with international teams and stakeholders.

It is a strong plus if you have:

• Certification in ITIL or relevant service management standards.
• Experience with automation tools or process improvements in support environments.

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.