Lead Platform Administrator

Fullsteam

. Lead daily execution of the Tier 1/2 operating model, including queue coverage, shift coordination, prioritization, workload balancing, SLA performance, and operational issue resolution .

Posted 10/28/2026full-timeRemote • United StatesSenior💰 $90,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT service desk operations, including incident management, SLA performance, and ticket handling. Proficient in utilizing ServiceNow and AI-assisted service capabilities to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

ServiceNow ExpertiseIncident ManagementSLA ManagementCustomer Service SkillsITIL Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticket ManagementReportingWindows SupportMicrosoft 365Endpoint SupportEntra IDPerformance AnalyticsKnowledge ManagementAutomationService Desk Operations

Soft Skills

Communication SkillsDe-Escalation SkillsDocumentation SkillsPeer LeadershipInfluencing Outcomes

Tools & Technologies

ServiceNowAI Agent StudioVirtual AgentNow AssistITSM Platforms

Certifications & Qualifications

ITIL Foundation CertificationCompTIA A+CompTIA Network+HDI Support Center Team LeadHDI Desktop Support

Industry Keywords

CSATXLAShift-LeftSelf-Service AdoptionOperational Risk

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Lead daily execution of the Tier 1/2 operating model, including queue coverage, shift coordination, prioritization, workload balancing, SLA performance, and operational issue resolution
Own quality assurance practices, including ticket reviews, ServiceNow handling standards, documentation, knowledge base expectations, trend identification, and feedback
Provide peer leadership on processes, complex issues, and knowledge sharing
Own daily Tier 1/2 queue health by monitoring ticket volume, aging, backlog, and SLA risk
Handle tickets during peak volume, coverage gaps, or complex issues
Coordinate Tier 3 and cross-functional escalations through resolution
Monitor and report service performance and recommend KPI improvements
Deliver weekly IT leadership reports covering performance, trends, risks, escalations, and improvement actions
Optimize ServiceNow AI Agent and Virtual Agent capabilities
Improve Now Assist or equivalent case summarization and suggested-resolution capabilities
Manage escalated incidents and requests through resolution
Own CSAT follow-up, investigate dissatisfied responses, identify root causes, and coordinate corrective actions
Lead Tier 1/2 improvements across workflows, documentation, knowledge management, self-service, automation, and service consistency
Identify recurring service patterns and operational risks and recommend mitigations
Work alongside the team in a non-supervisory lead role without direct reports

Requirements

What you’ll need

At least 4 years of professional IT service desk or end-user support experience
At least 1 year in a lead or senior capacity, formal or informal
Hands-on experience with ServiceNow or a comparable enterprise ITSM platform
Associate’s or bachelor’s degree in Information Technology, Information Systems, or a related field, or equivalent professional experience
Strong knowledge of service desk operations, incident and request handling, queue management, and SLA management
Experience with ticket management, reporting, and dashboards in ServiceNow
Solid Tier 1/2 technical foundation in Windows, Microsoft 365, endpoint support, Entra ID, and common enterprise applications
Familiarity with ServiceNow AI Agent Studio, Virtual Agent, Now Assist, or comparable AI-assisted service capabilities
Ability to independently lead daily operations and influence outcomes without formal management authority
Strong customer service, de-escalation, communication, and documentation skills
ITIL 4 familiarity; ITIL Foundation certification preferred
Experience with Performance Analytics or platform-native reporting and dashboards preferred
Experience coordinating high-volume phone or chat environments and monitoring channel performance preferred
Experience with CSAT/XLA programs and survey follow-up preferred
Experience maintaining knowledge bases and improving shift-left and self-service adoption preferred
HDI Support Center Team Lead, HDI Desktop Support, CompTIA A+/Network+, or Microsoft fundamentals certifications preferred

Benefits

Comp & perks

Inclusive workplace
Equal Opportunity/Affirmative Action employer