{"id":800475,"url":"https://alion.io/job/iptor-application-support-consultant-team-lead","title":"Application Support Consultant Team Lead","company":{"id":697325,"name":"Iptor","domain":"iptor.com","url":"https://alion.io/company/iptor","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_city","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Lisbon, Portugal"],"countries":["PT"],"hiring_countries":["PT"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Shift-Left Security","optional":false}],"status":"closed","first_seen_at":"2026-03-25T14:26:32Z","employer_posted_date":"2026-03-25","last_verified_at":"2026-10-28T17:40:05Z","board_verified":false,"closed_at":"2026-10-28T17:40:05Z","days_open":217,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":216},"description":"SUPPORT OUR GROWTH PLANS AS OUR NEXT APPLICATION SUPPORT CONSULTANT TEAM LEAD\nLead 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.\nWHAT AWAITS YOU AT IPTOR:\nProfessional Development: We're committed to fostering professional development and career growth. Our comprehensive training and development programs empower employees to reach their full potential.\n\nFlexible 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.\n\nA 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.\n\nGet a full overview at: Careers - Iptor\n\nYOUR HELP AND CONTRIBUTIONS TO OUR JOURNEY\nOperational Leadership:\nManage day-to-day support operations, including ticket triage, real-time monitoring of queues, workload balancing, and assignment based on skills and priority.\n\nEnsure SLA compliance by proactively identifying jeopardy risks and driving timely resolution or escalation.\n\nOversee structured standups, ticket handovers, and daily operational reviews.\n\nEscalates to Incident Manager on P1/P2 incidents and act as first gate before L3 escalation.\n\nEnsure adherence to ITIL-aligned practices across Incident, Request, Problem, and Knowledge Management.\n\nValidate ticket quality, categorization, tagging, and root cause codes for accurate reporting.\n\nCustomer & Stakeholder Management:\nServe as primary operational contact for customers during escalations or service concerns.\n\nLead regular operational reviews with customers, covering SLA performance, RCA actions, backlog health, and improvements.\n\nProvide clear, concise, and professional communication in escalated ticket updates, ensuring consistent governance and alignment with contractual requirements.\n\nManage strategic customer expectations, ensuring timely, empathetic, and accurate updates.\n\nBalance support effort across customers and identify over-serviced or at-risk accounts.\n\nPerformance, Quality & Process Improvement:\nTrack, analyze, and report on key KPIs: SLA attainment, MTTR, backlog aging, reopen rate, CSAT/NPS.\n\nDrive shift-left initiatives: stronger KB articles, improved macros, automation, self-service, and guided forms.\n\nFacilitate Problem Review sessions: identify trends, raise KEDB articles, propose preventive actions, and follow up on SIPs.\n\nMaintain process documentation, SOPs, runbooks, and operational playbooks, ensuring continuous updates and audit readiness.\n\nPeople Leadership:\nLead and coach support analysts in structured 1:1s, focusing on capability development, performance, and goals.\n\nApproval of timesheets, ensuring time spent aligns with contracts and expectations.\n\nConduct performance evaluations, identify skill gaps, and plan training or cross training initiatives.\n\nManage team rotas, shift schedules, on-call coverage, and holiday planning, ensuring service continuity.\n\nSupport recruitment and onboarding of new team members, ensuring fast time to-productivity.\n\nTooling, Reporting & Data:\nConfigure and optimize ticketing systems (Zendesk or JSM): automation rules, views, queues, SLA policies, triggers, macros, forms.\n\nGovern taxonomy standards across all tickets to ensure clean data for BI/reporting.\n\nWork with Ops/BI teams to maintain operational KPI dashboards.\n\nEnsure proper MI linkage, correct tagging, and prioritization to optimize trend analysis and RCA.\n\nYOU STAND OUT FROM THE CROWD IF YOU HAVE\nTo be both successful and motivated in this role, we think you recognize yourself in some (or all) of the below:\nCalm leadership during high priority and escalated incidents\n\nCustomer-centric judgement\n\nData-driven decision-making\n\nOperational rigor and structure\n\nCoaching and talent development\n\nStrong cross-functional collaboration\n\nStrong understanding of ERP-related incident scenarios (preferred)\n\nEnglish language proficiency (required)\n\nFrench language proficiency (preferred)\n\nITIL 4 Foundation certified (preferred)\n\nInclusion and Diversity\nAt 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.\n\nRECRUITER\nTereza Tencheva\nTalent Acquisition Specialist","description_format":"text","description_chars":4819,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":true},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Generous vacation","Professional development"],"hiring_locations":[{"name":"Portugal","iso":"PT","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-12T07:26:40Z"},{"event":"close","at":"2026-10-28T17:40:05Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/iptor-application-support-consultant-team-lead","json_url":"https://alion.io/job/iptor-application-support-consultant-team-lead.json","meta":{"generated_at":"2026-10-29T19:24:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28823,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":697325},"rest":"https://alion.io/mcp/rest/get_company?id=697325"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fiptor-application-support-consultant-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fiptor-application-support-consultant-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fiptor-application-support-consultant-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/iptor-application-support-consultant-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fiptor-application-support-consultant-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":800475}},{"tool":"search_jobs","arguments":{"company":"iptor.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":800475},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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