Application Support Lead – ITSM & AI Support

Our requirements

• 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.

Optional

• 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.

Your 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.

About the project

This is how we organize our work

#GETREADY to meet with us!

ITDS’s Whistleblower Procedure

What we offer

• 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

Benefits

• sharing the costs of sports activities
• private medical care
• flexible working time
• fruits
• integration events
• corporate gym
• saving & investment scheme
• no dress code
• coffee / tea
• drinks
• christmas gifts
• birthday celebration
• sharing the costs of a streaming platform subscription
• access to +100 projects
• access to Pluralsight

Recruitment stages

• 1.
  online interview
• 2.
  online interview

ITDS Polska Sp. z o.o.