The Role Leads daily Tier 1/2 service desk operations, including queue health, SLA performance, ticket quality, escalations, CSAT follow-up, KPI reporting, and peer coaching. Optimizes ServiceNow AI Agent and Virtual Agent capabilities, improves knowledge management and self-service, handles complex tickets, and drives operational improvements. This is a non-supervisory lead role requiring strong ServiceNow, ITSM, customer support, reporting, and enterprise endpoint support skills. Summary Generated by Built In It's fun to work in a company where people truly BELIEVE in what they're doing! Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients. The Lead Platform Administrator provides day-to-day operational leadership for Fullsteam's Tier 1/2 support functions, covering incidents, problems, service requests, and inquiries managed in ServiceNow. Reporting to the Senior Manager of Enterprise Service Delivery, this working lead independently executes the established service delivery operating model, maintains team standards, and drives service quality and performance. Responsibilities include queue health, quality assurance, cross-functional escalations, CSAT follow-up, and weekly reporting to IT leadership. The role leads Tier 1/2 operational improvements and partners with the Senior Manager on broader initiatives involving KPIs, operational risk, call center performance, and the end-user support experience. It also owns the day-to-day performance and optimization of ServiceNow AI Agent and Virtual Agent capabilities and handles tickets alongside the team as needed. This is a non-supervisory role with no direct reports. The Lead provides day-to-day direction, peer coaching, and process-focused QA feedback without formal people-management authority. Formal performance management, attendance, conduct, service strategy, operating model design, and organizational accountability remain with the Senior Manager. Primary Responsibilities Team Coordination & Quality 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 QA practices, including ticket reviews, ServiceNow handling standards, documentation, knowledge base expectations, trend identification, and constructive feedback. Provide peer leadership on processes, complex issues, and knowledge sharing; escalate personnel and performance concerns to the Senior Manager. Service Desk Operations Own daily Tier 1/2 queue health, monitoring ticket volume, aging, backlog, and SLA risk across incidents, problems, service requests, and inquiries. Handle tickets alongside the team during peak volume, coverage gaps, or complex issues while modeling quality and customer service standards. Coordinate Tier 3 and cross-functional escalations through resolution, maintaining accountability for progress, communication, and follow-through. Metrics, KPIs & Reporting Monitor and report service performance; recommend improvements to KPIs covering ticket volume, first-contact resolution, SLA attainment, aging and backlog, reopen rate, CSAT, AI deflection, escalation accuracy, and average handle time. Deliver weekly IT leadership reports highlighting performance, trends, risks, notable escalations, and improvement actions. AI-Assisted Service Delivery Optimize ServiceNow AI Agent and Virtual Agent capabilities for approved, high-volume, low-complexity Tier 1 requests. Maintain appropriate boundaries between AI-handled and human-handled work, adjust automation based on risk, and ensure escalation handoffs preserve ticket context. Improve Now Assist or equivalent case summarization and suggested-resolution capabilities using QA findings, resolved-ticket patterns, and knowledge base improvements. Escalations, CSAT & Stakeholder Management Manage escalated incidents and requests through resolution, including triage, stakeholder communication, and cross-functional coordination. Own CSAT follow-up by investigating dissatisfied responses, identifying root causes, coordinating corrective actions, and monitoring results. Continuous Improvement & Risk Lead Tier 1/2 improvements across workflows, documentation, knowledge management, self-service, automation, and service consistency; partner with the Senior Manager on broader cross-functional initiatives. Identify recurring service patterns and operational risks, including coverage or skill gaps, tooling limitations, and call center performance issues; recommend mitigations and support approved changes through implementation. Skills & Competencies Strong knowledge of service desk operations, including incident and request handling, queue management, and SLA management. Hands-on ServiceNow experience with ticket management, reporting, and dashboards. Ability to independently lead daily operations, reinforce team standards, guide technical staff as a peer lead, and influence outcomes without formal management authority. Strong customer service, de-escalation, communication, and documentation skills; composed under pressure. Ability to interpret service metrics, communicate performance and risks to leadership, and drive improvements through implementation. 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, including evaluating appropriate automation opportunities.

Preferred Skills & Experience ITIL:

Familiarity with ITIL 4 practices, particularly incident management, request fulfillment, and service desk operations; ITIL Foundation certification preferred.

ServiceNow Reporting:

Experience with Performance Analytics or platform-native reporting and dashboards.

Call Center Operations:

Experience coordinating work in high-volume phone or chat environments and monitoring channel performance.

CSAT Management:

Experience with

CSAT/XLA

programs, survey follow-up, and measurable satisfaction improvements.

Knowledge Management:

Experience maintaining knowledge bases and improving shift-left and self-service adoption.

Certifications:

HDI Support Center Team Lead, HDI Desktop Support, CompTIA A+/Network+, or Microsoft fundamentals certifications. Minimum Qualifications At least 4 years of professional IT service desk or end-user support experience, including at least 1 year in a lead or senior capacity, formal or informal. Hands-on experience with ServiceNow or a comparable enterprise ITSM platform, with the ability to quickly adopt ServiceNow. Associate's or bachelor's degree in Information Technology, Information Systems, or a related field, or equivalent professional experience.

Salary Range:

$90,000 - $110,000 USD Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law. Read Full Description Skills Required 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 incident and request handling, queue management, and SLA management Experience with ticket management, reporting, and dashboards 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 ITIL 4 familiarity; ITIL Foundation certification preferred Experience with ServiceNow Performance Analytics or platform-native reporting and dashboards Experience coordinating work in high-volume phone or chat environments and monitoring channel performance Experience with CSAT or XLA programs, survey follow-up, and measurable satisfaction improvements Experience maintaining knowledge bases and improving shift-left and self-service adoption HDI Support Center Team Lead, HDI Desktop Support, CompTIA A+/Network+, or Microsoft fundamentals certification Fullsteam Compensation & Benefits Highlights The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fullsteam and has not been reviewed or approved by Fullsteam. About This Summary Leave & Time Off Breadth — Flexible PTO, paid company holidays, and paid parental leave are part of the package. Feedback suggests time-away flexibility is a notable plus alongside remote options. Retirement Support — A retirement savings plan includes a company match, complemented by role-dependent short- and long-term incentives. Feedback suggests this foundation supports longer-term financial security. Healthcare Strength — Medical, dental, and vision coverage are offered with HSA/FSA options, company-paid life insurance, and support services such as an EAP and Health Advocate. Feedback suggests the core health benefits cover essential needs. Learn more about Fullsteam's Compensation & Benefits → Fullsteam Insights What's It Like to Work at Fullsteam? Fullsteam Culture & Values Fullsteam Career Growth & Development What's the Work-Life Balance Like at Fullsteam? Fullsteam Leadership & Management Fullsteam Company Growth, Stability & Outlook View all jobs at Fullsteam View Fullsteam Profile Report Job