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. #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.