Lead Platform Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the daily implementation of the Tier 1/2 operational model, which encompasses queue management, shift coordination, prioritization, workload distribution, SLA performance, and resolution of operational issues.

• Take ownership of quality assurance practices, which include ticket evaluations, adherence to ServiceNow handling standards, documentation, knowledge base expectations, trend analysis, and feedback mechanisms.

• Provide peer leadership regarding processes, intricate issues, and knowledge sharing.

• Maintain daily health of the Tier 1/2 queue by tracking ticket volume, aging, backlog, and SLA risks.

• Address tickets during high volume periods, coverage shortages, or complex issues.

• Coordinate Tier 3 and cross-functional escalations until resolution is achieved.

• Monitor and report on service performance while suggesting improvements for KPIs.

• Prepare weekly reports for IT leadership that cover performance metrics, trends, risks, escalations, and action plans for improvement.

• Enhance the capabilities of the ServiceNow AI Agent and Virtual Agent.

• Improve case summarization and suggested-resolution functionalities of Now Assist or its equivalent.

• Manage escalated incidents and requests until they are resolved.

• Oversee CSAT follow-ups, investigate unsatisfactory responses, identify root causes, and orchestrate corrective measures.

• Drive Tier 1/2 enhancements across workflows, documentation, knowledge management, self-service options, automation, and service consistency.

• Recognize recurring service patterns and operational risks, and propose mitigation strategies.

• Collaborate with the team in a non-supervisory lead capacity without direct reports.

⛳️ Requirements

• A minimum of 4 years of professional experience in IT service desk or end-user support.

• At least 1 year in a formal or informal lead or senior role.

• Practical experience with ServiceNow or a similar enterprise ITSM platform.

• An Associate’s or Bachelor’s degree in Information Technology, Information Systems, or a related field, or equivalent professional experience.

• Comprehensive knowledge of service desk operations, incident and request management, queue oversight, and SLA administration.

• Proficiency in ticket management, reporting, and dashboard functionalities within ServiceNow.

• Strong technical foundation in Tier 1/2 support for Windows, Microsoft 365, endpoint support, Entra ID, and common enterprise applications.

• Familiarity with ServiceNow AI Agent Studio, Virtual Agent, Now Assist, or similar AI-assisted service tools.

• Capability to independently lead daily operations and influence results without formal management authority.

• Excellent customer service, de-escalation, communication, and documentation skills.

• Familiarity with ITIL 4; ITIL Foundation certification is preferred.

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

• Experience coordinating high-volume phone or chat environments and overseeing channel performance is preferred.

• Experience with CSAT/XLA programs and follow-up surveys is preferred.

• Experience in maintaining knowledge bases and enhancing shift-left and self-service adoption is preferred.

• Preferred certifications include HDI Support Center Team Lead, HDI Desktop Support, CompTIA A+/Network+, or Microsoft Fundamentals.

🏝️ Benefits

• Inclusive workplace

• Equal Opportunity/Affirmative Action employer