Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 192 days ago

Application Support Consultant Team Lead

iptor2 open roles

Where
Lisboa, Portugal
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowApplication Support Consultant Team Leadiptor · Lisboa, Portugal

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on iptor's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 192 days ago

The posting

SUPPORT OUR GROWTH PLANS AS OUR NEXT APPLICATION SUPPORT CONSULTANT TEAM LEAD

Lead and mature day-to-day customer support operations, ensuring SLA compliance, transparent incident handling, high-quality customer communications, and continuous improvement across global customer environments.

WHAT AWAITS YOU AT IPTOR:

  • Professional Development: We're committed to fostering professional development and career growth. Our comprehensive training and development programs empower employees to reach their full potential.
  • Flexible Work arrangements: Experience the liberating flexibility of working hours that suit your lifestyle. Whether you prefer a hybrid or remote work setup, we accommodate your needs.
  • A Collaborative and Innovative culture: At Iptor, our culture thrives on recognition, trust, and respect. We foster an inclusive and supportive environment valuing everyone’s contributions. We recognize dedication through an attractive salary package, bonuses, and generous vacation days. Our success is built upon collaboration and innovation.

Get a full overview at: Careers - Iptor

YOUR HELP AND CONTRIBUTIONS TO OUR JOURNEY

Operational Leadership:

  • Manage day-to-day support operations, including ticket triage, real-time monitoring of queues, workload balancing, and assignment based on skills and priority.
  • Ensure SLA compliance by proactively identifying jeopardy risks and driving timely resolution or escalation.
  • Oversee structured standups, ticket handovers, and daily operational reviews.
  • Escalates to Incident Manager on P1/P2 incidents and act as first gate before L3 escalation.
  • Ensure adherence to ITIL-aligned practices across Incident, Request, Problem, and Knowledge Management.
  • Validate ticket quality, categorization, tagging, and root cause codes for accurate reporting.

Customer & Stakeholder Management:

  • Serve as primary operational contact for customers during escalations or service concerns.
  • Lead regular operational reviews with customers, covering SLA performance, RCA actions, backlog health, and improvements.
  • Provide clear, concise, and professional communication in escalated ticket updates, ensuring consistent governance and alignment with contractual requirements.
  • Manage strategic customer expectations, ensuring timely, empathetic, and accurate updates.
  • Balance support effort across customers and identify over-serviced or at-risk accounts.

Performance, Quality & Process Improvement:

  • Track, analyze, and report on key KPIs: SLA attainment, MTTR, backlog aging, reopen rate, CSAT/NPS.
  • Drive shift-left initiatives: stronger KB articles, improved macros, automation, self-service, and guided forms.
  • Facilitate Problem Review sessions: identify trends, raise KEDB articles, propose preventive actions, and follow up on SIPs.
  • Maintain process documentation, SOPs, runbooks, and operational playbooks, ensuring continuous updates and audit readiness.

People Leadership:

  • Lead and coach support analysts in structured 1:1s, focusing on capability development, performance, and goals.
  • Approval of timesheets, ensuring time spent aligns with contracts and expectations.
  • Conduct performance evaluations, identify skill gaps, and plan training or cross training initiatives.
  • Manage team rotas, shift schedules, on-call coverage, and holiday planning, ensuring service continuity.
  • Support recruitment and onboarding of new team members, ensuring fast time to-productivity.

Tooling, Reporting & Data:

  • Configure and optimize ticketing systems (Zendesk or JSM): automation rules, views, queues, SLA policies, triggers, macros, forms.
  • Govern taxonomy standards across all tickets to ensure clean data for BI/reporting.
  • Work with Ops/BI teams to maintain operational KPI dashboards.
  • Ensure proper MI linkage, correct tagging, and prioritization to optimize trend analysis and RCA.

YOU STAND OUT FROM THE CROWD IF YOU HAVE

To be both successful and motivated in this role, we think you recognize yourself in some (or all) of the below:

  • Calm leadership during high priority and escalated incidents
  • Customer-centric judgement
  • Data-driven decision-making
  • Operational rigor and structure
  • Coaching and talent development
  • Strong cross-functional collaboration
  • Strong understanding of ERP-related incident scenarios (preferred)
  • English language proficiency (required)
  • French language proficiency (preferred)
  • ITIL 4 Foundation certified (preferred)

Inclusion and Diversity

At Iptor, diversity and inclusion are at the core of our values. We believe that diverse perspectives drive innovation and excellence. We foster an inclusive workplace where every individual's contributions are celebrated and respected. Join us in creating an environment where each individual's unique contributions shape our success. 🌟

RECRUITER

Tereza Tencheva Talent Acquisition Specialist

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against iptor's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on iptor's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    iptor's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.