Technical Support Team Lead

Team Lead - Technical Support (ERP/JD Edwards Environment)

📍 Porto, Portugal | Hybrid (4 days onsite, 1 day remote) | Full-time

About the Role

We're looking for a Team Leader to lead our technical support team supporting JD Edwards EnterpriseOne operations. You'll manage a team of 1st and 2nd line support specialists, making sure business users get fast, reliable help while the team grows stronger every day.

No JD Edwards background required. What matters is that you know how to lead a technical support team, and you're genuinely curious about learning the JDE stack alongside your team.

What You'll Do

• Lead, coach, and develop a team of support specialists handling JD Edwards incidents and operational issues
• Own the team's performance against service level agreements, and step in to unblock escalations when needed
• Build a strong ticket-handling culture: clear prioritization, solid documentation, fast escalation paths
• Act as the link between your team and other stakeholders (business users, higher support levels, IT leadership)
• Drive continuous improvement in support processes, tools, and ways of working
• Support hiring, onboarding, and skill development within the team
• Get up to speed on JD Edwards fundamentals so you can guide your team with confidence, even without prior hands-on experience
• Monitor incident and change management processes, and keep them running smoothly

What You Bring

• Proven experience leading a technical or IT support team (helpdesk, service desk, 1st/2nd line support)
• Strong track record managing ticket-based support environments and SLAs
• Solid understanding of incident and change management processes
• Excellent communication skills and a strong customer service mindset
• Comfort managing people, priorities, and pressure at the same time
• Excellent English proficiency, spoken and written
• Openness to working closely with an ERP/JD Edwards team; no prior JDE experience necessary

Nice to Have

• Previous exposure to ERP systems (JD Edwards or similar)
• Experience driving service improvement initiatives
• Background in systems integrations or IT service management (ITSM) tools

The Details

Full-time role based in Porto, Portugal. Hybrid model: 4 days onsite (flexible), 1 day remote. Initial 2-year contract with the opportunity to move to permanent employment afterward.