обновлено 13 дней назад
Senior Application Support Team Lead (IT Service Delivery)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Application Support Team Lead (IT Service Delivery): Leading an L1 application support team and building a Portugal delivery centre with an accent on ticket triage, SLA performance, escalation management, and operational readiness. Focus on structuring the support organisation, coordinating L2/L3 and product-owner escalations, maintaining the knowledge base, and improving high-volume service operations.
Location: Lisbon, Portugal; hybrid with 3 days remote per week. Candidates must have the legal right to work in the EU or be based in Portugal.
Company
delivers application-support services for global enterprise clients and is establishing a Portugal Delivery Centre.
What you will do
- Lead and supervise the L1 application support team, ensuring high-quality ticket triage, qualification, routing, and first-level resolution.
- Own SLA follow-up, monitor ticket volumes, backlog, incidents, escalations, and team capacity.
- Manage escalations to L2/L3 teams and coordinate with product owners, the Service Delivery Manager, and the France-based Technical Lead.
- Build the Portugal support organisation through recruitment, onboarding, training, internal certification, knowledge transfer, and shadowing.
- Lead daily stand-ups and operational reviews, while arranging staffing backup to maintain service continuity.
- Maintain operational procedures and the Knowledge Base, produce service reports, and improve or automate recurring activities.
Requirements
- 5+ years of experience in service desk or application support, including leadership of L1 teams in international, nearshore, or service-centre environments.
- Experience managing high-volume ticketing, SLA compliance, and escalation processes.
- Strong knowledge of ITIL processes and best practices.
- Strong ServiceNow experience.
- Ability to collaborate effectively with international teams.
- Fluent English, spoken and written, is required.
Nice to have
- Experience with MoveWorks or similar Knowledge Base tooling.
- French language skills in addition to English.
Culture & Benefits
- Hybrid work arrangement with 3 remote days per week.
- Opportunity to help establish a Portugal Delivery Centre from its Transition Phase.
- International application-support environment serving a global enterprise client.
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