Senior Application Support Team Lead – Service Desk & SLA Management
Empower service excellence — lead global support teams to deliver seamless application performance!
Location & Work Model: Portugal – Remote (5 days/week)
As a Senior Application Support Team Lead, you will be working for our client, a multinational enterprise providing mission-critical application support.
You will oversee the L1 support operations, ensuring top-tier ticket management, SLA adherence, and escalations coordination to maintain high standards of service delivery across a global organization. Join us to shape efficient support processes and foster continuous improvement in a dynamic environment.
Your main responsibilities:
Supervise the L1 support team, ensuring the quality of ticket triage, qualification, and routing
Own SLA compliance and drive performance in first-level issue resolution
Manage escalations to L2/L3 support, coordinating with product owners and technical teams
Generate operational reports on ticket volumes, SLA adherence, and recurring issues
Continuously improve support workflows and maintain the knowledge base for efficiency
You're ideal for this role if you have:
6+ years of experience in service desk or application support, with at least 2 years leading L1 teams in international settings
Proven success managing high-volume ticketing environments and SLA compliance
Strong background with ServiceNow; familiarity with MoveWorks / KB tooling
Fluent English (spoken and written)
Excellent leadership, communication, and problem-solving skills
It is a strong plus if you have: (optional)
Experience with other ITSM tools or automation platforms
Certifications related to IT service management (e.g., ITIL)
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.
#MAKEYourCareerBETTER
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.