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
Selina Pereira
Talent Acquisition specialist
