Senior Application Support Team Lead – Service Desk & SLA Management

ITDS is seeking a Senior Application Support Team Lead to join a multinational enterprise and oversee mission-critical application support operations. You will play a pivotal role in managing global L1 support teams, ensuring seamless service delivery, and maintaining high standards of performance across the organization.

Key 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.

Requirements

• 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 and familiarity with MoveWorks or similar KB tooling.
• Fluent English (spoken and written) and excellent leadership, communication, and problem-solving skills.
• Existing legal right to work in the European Union.

What we offer

• Opportunity to shape efficient support processes within a dynamic, global environment.
• Exposure to mission-critical application support for a multinational enterprise.
• Focus on continuous improvement and professional development in service management.