Application Support Lead – ITSM & AI Support
⚲ Portugalia
Do uzgodnienia
Wymagania
- ServiceNow
Opis stanowiska
Nasze wymagania:
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.
Mile widziane:
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.
O projekcie:
As a 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.
Unleash operational excellence — lead innovative application support at the forefront of digital transformation!
Portugal — hybrid work model, with 2 remote days per week.
Only candidates with an existing legal right to work in the European Union will be considered for this role.
Salary: 2 940 - 3 570 EUR net (B2B) or 2 100 - 2 400 EUR net (Permanent Contract)
Zakres obowiązków:
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.
Oferujemy:
Stable and long-term cooperation with very good conditions
Enhance your skills and develop your expertise in the financial industry
Work on the most strategic projects available in the market
Define your career roadmap and develop yourself in the best and fastest possible way by delivering strategic projects for different clients of ITDS over several years
Participate in Social Events, training, and work in an international environment
Access to attractive Medical Package
Access to Multisport Program
Access to Pluralsight
Flexible hours
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.
Mile widziane:
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.
O projekcie:
As a 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.
Unleash operational excellence — lead innovative application support at the forefront of digital transformation!
Portugal — hybrid work model, with 2 remote days per week.
Only candidates with an existing legal right to work in the European Union will be considered for this role.
Salary: 2 940 - 3 570 EUR net (B2B) or 2 100 - 2 400 EUR net (Permanent Contract)
Zakres obowiązków:
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.
Oferujemy:
Stable and long-term cooperation with very good conditions
Enhance your skills and develop your expertise in the financial industry
Work on the most strategic projects available in the market
Define your career roadmap and develop yourself in the best and fastest possible way by delivering strategic projects for different clients of ITDS over several years
Participate in Social Events, training, and work in an international environment
Access to attractive Medical Package
Access to Multisport Program
Access to Pluralsight
Flexible hours
🔍 Dekoder Ogłoszenia
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Proven leadership experience managing L1 support teams, preferably in international or multi-site organizations.
Może oznaczać zarządzanie ludźmi, ale też bardziej koordynację i delegowanie zadań bez faktycznej władzy decyzyjnej.
🔴
Strong hands-on expertise with ServiceNow, including ticket management, workflows, dashboards, and reporting.
Oczekuje się nie tylko znajomości narzędzia, ale też umiejętności jego konfiguracji i optymalizacji, a nie tylko jego używania.
🔴
Track record of managing high-volume ticket queues while maintaining SLA compliance.
Oznacza pracę pod dużą presją czasu i konieczność szybkiego rozwiązywania problemów, często kosztem głębszej analizy.
🔴
Fluent in English, with excellent communication skills for coordinating with global stakeholders.
Oprócz płynności językowej, może to oznaczać konieczność częstych spotkań i rozmów w nietypowych godzinach ze względu na strefy czasowe.
🔴
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.
Choć brzmi to jak strategiczne zarządzanie, może oznaczać głównie operacyjne pilnowanie procesów i reagowanie na bieżące problemy.