Mid/Senior Application Support Lead – ITSM & AI Support

Unleash operational excellence — lead innovative application support at the forefront of digital transformation!

Portugal — hybrid work model, with 2 remote days per week

As a Mid/Senior Application Support Lead, you will be working for our client, a global leader in IT service management and support solutions. You will steer the day-to-day operations of a high-volume service desk, ensuring top-tier service delivery through expert ticket management, SLA adherence, and continuous process improvements. This role offers the perfect platform to blend technical mastery with leadership in a dynamic, international environment, fostering impactful innovation and career growth.

Your main responsibilities:

• Supervise, mentor, and coordinate the daily activities of the L1 application support team to ensure efficiency and quality.
• Oversee ticket triage, ensuring issues are correctly categorized, prioritized, and assigned to resolve problems swiftly.
• Monitor SLA compliance across all tickets, proactively escalating and resolving bottlenecks to meet service commitments.
• Manage escalation paths for complex or critical incidents, liaising with L2/L3 teams and stakeholders to facilitate timely resolutions.
• Generate and analyze performance reports, including ticket volumes, resolution times, and SLA adherence, to identify improvement opportunities.
• Maintain and enhance knowledge base articles and support documentation to promote team efficiency.
• Drive continuous service improvement initiatives within the support function to enhance customer satisfaction.
• Act as the primary contact for escalations and major service disruptions, ensuring clear communication and swift resolution.
• Support onboarding and training of new team members on tools, processes, and best practices to uphold support standards.

You're ideal for this role if you have:

• 7+ years of experience in service desk and application support environments.
• Proven leadership experience managing L1 support teams, preferably in international or multi-site organizations.
• Strong hands-on expertise with ServiceNow, including ticket management, workflows, dashboards, and reporting.
• Experience with AI-assisted support platforms such as Moveworks (MyEUP) or equivalent solutions.
• Solid understanding of ITSM frameworks, especially ITIL v3/v4.
• Track record of managing high-volume ticket queues while maintaining SLA compliance.
• Experience with knowledge base tools and fostering KB adoption in support teams.
• Fluent in English, with excellent communication skills for coordinating with global stakeholders.
• Strong analytical skills, capable of translating operational data into actionable insights.

It is a strong plus if you have:

• ITIL v4 Foundation or higher certification.
• Experience with chatbot-driven or AI-augmented support environments.
• Familiarity with change and problem management processes.
• Previous exposure to enterprise-scale support operations (5,000+ users).
• Experience working in regulated or compliance-heavy industries.

Language Required for the role:

• Fluent English — both written and spoken.

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.