Senior Application Support Team Lead – IT Service Delivery

Location: Portugal, hybrid; the role description also states remote work five days per week. Applicants must already have the legal right to work in the European Union.

Company

IT service delivery and support operations are provided for a global enterprise client.

What you will do

• Build and structure the operational application support team in Portugal, including recruitment, onboarding, and training.
• Lead daily ticket triage, routing, resolution, escalation, and communication with L2/L3 support teams.
• Manage SLA adherence, incident backlogs, workload, team capacity, and backup resources.
• Coordinate operational reviews and report on ticket volumes, SLA compliance, and recurring issues.
• Drive continuous improvement, automation initiatives, documentation updates, and knowledge-base maintenance.

Requirements

• At least 6 years of experience in service desk or application support, including leadership exposure in international or nearshore teams.
• Experience managing high-volume ticketing systems, SLA targets, escalation processes, and incident resolution.
• Strong knowledge of ITIL principles and best practices.
• Solid ServiceNow experience and familiarity with MoveWorks or knowledge-management tools.
• Fluent English, spoken and written, is required.
• Existing legal right to work in the European Union is required.

Nice to have

• ITIL certification or a relevant service-management certification.
• Experience with automation tools and process improvements in support environments.
• French language skills.

Culture & Benefits

• Hybrid work arrangement in Portugal, with the role description also indicating remote work five days per week.
• Opportunity to shape a support center from its inception.
• Collaboration with international teams and stakeholders.
• Focus on operational excellence, continuous improvement, and service quality.

Hiring process

• Submit a CV, preferably in English.
• Include a statement confirming consent to the processing and storage of personal data.